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Manager of IT Services

2 months ago

Phoenix, United States Progilisys Solutions, A Talent Groups Company Full time

We are seeking a dynamic IT Help Desk Manager for our client to collaborate with their Infrastructure, Applications, and Information Security teams. The ideal candidate will manage and support computer hardware and Windows OS, including imaging, software installation, and deploying to end users. Also provides support and expertise with Active Directory Services, Collaboration Services (M365 platform), voice/telephone, printers, tablet devices, and other items associated with our End User compute environment. This role involves working across all technology teams and active engagement with the end users in a customer service capacity. We are looking for someone to transition and enhance our technology services, driving new initiatives, and improving the end user experience. This role will be responsible for organizing resources, prioritizing ticket and project demands, developing and training staff, while driving incident response resolution. This Manager will create a team that is flexible and adaptable to a fast-paced environment, that delivers sustained metric driven performance, while also identifying trends to drive improvements in utilization, customer satisfaction, and high-quality outcomes.

Note: Due to organizational requirements, this role necessitates 100% on-site presence. Telecommuting options are not available.


Key Responsibilities:

  • Manage service requests, incident and problem management.
  • Coordinate complex support issues and serve as an escalation point.
  • Enhance portal/email/phone/ticket escalation processes.
  • Manage migration from legacy on-prem AD to Azure Active Directory.
  • Drive automation and efficiency initiatives.
  • Develop and empower the team to enhance end user experiences.
  • Utilize service management data for continuous improvement.
  • Monitor ticket queue and KPI adherence.
  • Oversee Knowledge Management repository for quality solutions.
  • Monitor vendor relationships and contract management.
  • Drive continuous improvement for the Service Desk.
  • Manage budget adherence and operational efficiency.
  • Lead incident management to resolve critical incidents.

Qualifications:

  • Bachelor’s degree with extensive Service desk experience; 5+ years in a management role (or equivalent).
  • HDI or SDI certification.
  • Preferred: ITIL experience/certification.
  • 5+ years in technical leadership with Directory Services, including on-prem and Azure Active Directory.
  • Experience with Role-based Access and Identity Management.
  • 5+ years leading teams with expertise in O365 Collaboration Services.
  • 5+ years of ITSM platform experience (ServiceNow, ZenDesk, or other help desk ticketing systems).
  • 5+ years leading End User Services teams.
  • Excellent communication skills.
  • Proficiency in patch management, Windows OS updates, and vulnerability management.
  • Customer service, inventory control, and asset management experience.
  • Hardware troubleshooting, Office 365, networking technologies, Windows 10 support.
  • Experience with operational support of voice/phone systems.
  • Experience with remote control software for PC desktop support.
  • Strong troubleshooting and problem-solving skills.
  • Ability to prioritize tasks and work on rotational on-call after hours and weekends.