22 days old

IT Service Desk Manager

PPC Partners Inc.
New Berlin, WI 53151
PPC Partners is hiring an IT Service Desk Manager to work in New Berlin, WI.  The IT Service Desk Manager is responsible for the timely delivery of quality technical support services to end-users. The Service Desk Manager will report to the CIO of PPC Partners. 


 


Responsibilities:




  • Oversee Service Desk operations, service requests, incidents, and projects

  • Monitor and report on Service Desk metrics; analyze ticket trends, recommend solutions, and implement preventive maintenance measures

  • Perform root cause failure analysis when needed, as part of Problem Management

  • Work with stakeholders to define business and systems requirements for new technology implementations

  • Act as a further escalation point for unresolved or escalated tickets, issues, etc

  • Lead from the front and by example.

  • Conduct regular team meetings and one-on-ones to provide timely management oversight. 

  • Define clear performance goals and objectives and follow up with employees on progress.

  • Conduct annual performance reviews as well as provide regular leadership, inspiration, and coaching.

  • Lead the team in planning projects, as well as organizing and negotiating the allocation of resources.

  • Manage and assess team staffing needs and available capacity.

  • Develop and implement all Service Desk policies and procedures, including those for Change, Incident, Asset and Configuration Management.

  • Manage processes for new hire IT on boarding, equipment set-up, off boarding and termination of accounts

  • Support and manage the Service Desk ticketing system (KACE) and resolve Help Desk ticket inquiries

  • Other duties as assigned




Requirements: 




  • Bachelors degree in Computer  Science/Information Systems from an accredited college or university required (Some college plus 10-15 years of industry-related work experience will also be considered)

  • Must have at least 7 years of previous hands on management of teams size of at least 10.

  • Experience in supporting environments with greater than 2500 users required  (> 5000 strongly preferred)

  • Significant experience in managing Office 365 environments (Teams, SharePoint, OneDrive, Azure, etc.) required

  • Significant experience with Microsoft Office 365, Active Directory and end-user computing equipment networking required

  • Experience with Service Desk ticketing systems, SLAs, support tools, etc.

  • Experience developing, managing and maintaining a robust IT asset management program required

  • Significant experience in end-user computing fleet management.  (PCs, tablets, mobile phones, etc)




 

Categories

Posted: 2020-10-08 Expires: 2020-11-07

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IT Service Desk Manager

PPC Partners Inc.
New Berlin, WI 53151

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