IT Service Manager - Globalpundits : Job Details

IT Service Desk Manager Duties and Responsibilities IT Service Desk Managers oversee the daily operations of the IT service desk, ensuring that all technical issues are promptly addressed. They are responsible for managing the team and monitoring system performance to provide high-quality technical support. Their duties and responsibilities include: Lead and manage the IT service desk team to meet the service level agreements (SLA) Manage and coordinate urgent and complicated support issues Act as an escalation point for all requests and incidents Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization Determine root cause of issues and communicate appropriately to internal and external customers Train, coach and mentor service desk staff including career development Oversee solutions repository and ensure top quality solutions are available to the staff Develops an effective and workable framework for managing and improving customer IT support in the organization Monitor and manage phone queue (participating in escalated calls as needed) Oversee dispatch process of service requests to ensure full utilization of technical resources Improve usage of IT support resources and increase productivity of the team Manage the process for communicating outage/emergency activities to the organization Manage vendor relationships as it depends on daily operational needs Role Overview: Provide first and second-level technical support for internal and remote users, assisting with computer applications, hardware, and network systems. Tasks include deploying hardware/software, troubleshooting, responding to inquiries, and collaborating with IT teams to resolve issues. The role focuses on in-person and remote relationship-building and understanding site operations to improve IT service delivery. Key Responsibilities: Help Desk Support: Monitor and respond to tickets, ensuring timely response and resolution of incidents and requests. Issue Documentation: Document solutions in the ticketing system for accurate records and knowledge sharing. Hardware Deployment: Set up and/or deploy devices like computers, printers, and mobile devices using Microsoft Endpoint Manager. Connectivity Maintenance: Ensure proper operation of all equipment (workstations, phones, printers, etc.). User Account Management: Assist with account setup and permissions via Active Directory and Azure AD. Troubleshooting: Resolve basic hardware/software issues and troubleshoot, identify, and escalate complex problems. Performance Monitoring: Track device performance and report recurring issues. Collaborative Support: Work with IT teams and business partners to facilitate software and hardware improvements, upgrades, reconfigurations, and/or purchases. End-User Assistance: Provide on-site and remote IT support for users and visiting employees/contractors within the assigned region. Security Support: Assist with basic security issues and ensure compliance. Knowledge Sharing: Share IT knowledge with the support team. Project Participation: Assist with system implementation and upgrades. Asset Management: Participate in network asset management. Team Support: Assist development teams during project lifecycles. Additional Duties: Complete other tasks as assigned. Qualifications: At least 2 years of demonstrated Service Desk 2 experience with expertise in Windows, Microsoft 365, laptops, printers, and providing in-person support. Certifications: ITIL knowledge preferred. A, Network, Microsoft, or similar certifications a plus. Technical Skills: Basic knowledge of systems like Windows 10/11, Microsoft 365, Cisco VoIP, mobile devices, and ServiceNow. Troubleshooting: Experience with hardware/software troubleshooting. Data Privacy: Knowledge of data privacy laws. Collaboration: Ability to work alone, and with remote teams, in a team-oriented and supported environment. Communication: Clear written and verbal communication. Planning & Prioritizing: Ability to manage tasks based on business impact. Plus if someone has manufacturing setting experience