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IT Manager, Service Management

  • Dayton, OH
  • Direct Hire
  • Job ID: VA64-2692113

SUMMARY:
The IT Service Desk Manager is a member of the IT Infrastructure team accountable for direct supervision of the Service Desk and End User Services team and related operations/projects. In this role you will manage a team of up to ten individuals and be responsible for their coaching and development. You will ensure that service and support is provided to our customers at agreed upon levels and expected quality. You will have the opportunity to make a large impact to the organization by introducing, or improving upon existing, technology solutions.

 

QUALIFICATIONS & ATTRIBUTES:

  • 3+ years implementing and administration of a request and incident tracking system
  • 3+ years identify, reporting and managing Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s)
  • 5+ years managing a team of five or more technical Service Desk individuals in a high growth distributed environment
  • 5+ years successfully leading a service/help desk work queue
  • 5+ years managing end-user hardware ordering and troubleshooting (desktops, laptops, printers, phones, etc.)
  • 5+ years supporting end-user operating system and applications deployments (Windows, Office, etc.)
  • 5+ years troubleshooting end-user networking issues (wired, wireless, VPN, etc.)
  • General knowledge of servers, network infrastructure and cloud solutions
  • Demonstrated ability to solve complex technical problems
  • Demonstrated ability to define and document standard operating procedures
  • Proficiency in at least one scripting/programming language (PowerShell, Batch, Python, etc.)
  • Current and/or past Information Technology industry certifications (Microsoft, ServiceNow, Cisco, CompTIA, ITIL, etc.)
  • Strong ability to learn and champion new systems and processes

MAJOR AREAS OF RESPONSIBILITY:

  • Hire, coach, mentor, promote and performance manage direct reports
  • Manage incoming customer requests via multiple channels including e-mail, phone and walk-up
  • Technical escalation for resolution of complex technical issues
  • Establish and maintain effective professional relationships across the business and with external business partners
  • Order, receive and process invoicing for hardware, software and services
  • Identify, measure and report on key performance indicators that produce desired results
  • Define and report regularly on Service Desk Service Level Agreements and environment status
  • Communicate service impacting events to customers and stakeholders
  • Identify areas of opportunities, propose and implement solutions
  • Improve work quality by creating standard operating procedures and gaining adoption
  • Improve effectiveness of the team members by promoting an environment of knowledge sharing
  • Ensure compliance and adherence to all company policies and procedures
  • Manage spend against the Service Desk budget/cost center
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