Manager of IT Support Services

The Manager of IT Support Services will be responsible for leading a technical service desk team in delivering world-class customer support services to ImageFIRST s internal and external customers. The position entails the daily management of our service desk where responsibilities include consistent delivery of service level agreements, cultivating top talent, instituting best practices and developing continual improvement plans to drive optimal effectiveness, speed and performance in turn enhancing the customer experience. You must thrive in a fast-paced environment while motivating, recognizing, coaching, and training members of your team.

Job Responsibilities

• Management of the service desk technicians and ownership of the service ticket queues. Will require cross functional relationships for the escalation to internal Infrastructure, Engineering and Applications teams as outlined in the SOP in fulfillment of established SLA s
• Leverage hands-on technical experience to provide direct support as an escalation point for the IT Support Services team for initial triage and troubleshooting
• Ability to identify, categorize and prioritize issues received depending on their severity and criticality to business operations
• Ability to analyze, troubleshoot, problem solve and discriminate between important and unimportant details, recognize inconsistencies between facts, and draw correct inferences from information
• Ability to communicate clearly and effectively both verbally and in writing via email, reports and assessments for end users & peers at various levels of technical understanding
• Responsible for the evaluation, purchase, testing, installation, maintenance, deployment & support of end-user hardware and installed applications. Maintaining control and record keeping of the organizations end-user IT assets.
• Management of the relationships and services enterprise wide for the following: ISP, cellular/data services, end-user hardware (laptops/desktops/tablets/smartphones/printers/copiers/plant cameras/conference solutions), remote desktop solution, service desk application
• Ownership of recruitment, development, training and engagement with direct reports
• Provide technical guidance and information to end-users
• Responsible for analyzing ticket requests to discover trending matters and issues, and developing advanced solutions to automate, eliminate or streamline.
• KPI report generation to IT leadership in conjunction with defined SLA s.
• Perform system, application or platform validation after a major incident or change
• Identify and create knowledge base content for the help centers through end-user inquiries

Qualifications

• 5+ years of IT service desk leadership, for a nationally based organization
• 8+ years of progressive technical experience
• Bachelor s Degree in Information and System Technology field or its equivalent
• Demonstrated strategic leadership skills specific to mentorship and implementation of best practices. Partnered with previous strong hands-on technical skills to be able to command the respect of the technical team
• Experience managing technical environments that include as many of the following as possible
  • Office 365 / Teams (required)
  • TeamViewer
  • Meraki VPN
  • Azure AD (required)
  • Windows 10 OS (required)
  • Telecommunications (any VOIP)
  • PowerShell Scripting
  • Service Desk solution such as Jira / Zoho ServiceDesk / ServiceNow