IT Service Manager
3 weeks ago
Requirements include:
- Bachelor’s Degree in an IT-related field or equivalent.
- Excellent communication skills.
- Strong problem-solving and troubleshooting skills.
- Experience in PC, MAC, and server operating system environments
- Possess working knowledge of Microsoft Office tools, including Office 365, Outlook, Excel, and Word
- Active directory administration, Exchange (On-Premise and Online), Web content filtering, Anti-virus tools, DNS and DHCP, wired and wireless network connectivity, server administration, and network storage devices
- Excellent customer service skills are essential.
- Must be dependable, professional, organized, detail-oriented, and able to perform multiple tasks simultaneously.
- 5+ years of management experience in the IT industry.
Essential functions:
- Managed day-to-day personnel of all technicians who form the team.
- Providing individual and team training and mentoring.
- Consistent One-on-ones and team meetings are held on a regular cadence.
- Monitor the service board and team members’ ticket activity frequently to ensure we provide the client with “Fast, Friendly, and Amazing” service.
- Oversee the management of the Team Ticketing Board.
- Provide availability to Team technicians for questions and support.
- Handle support calls when the call load is heavy.
- Ensure team processes are aligned with achieving committed SLAs and KPIs.
- Oversee the remote monitoring and escalation of issues as necessary.
- Provide oversight on the creation and execution of works performed by external vendors regarding alerts outside of regular hours.
- Work with the vCIO team to review account performance and enhance service delivery.
- Providing management oversight to other PODs as and when needed.
Applied Innovation offers a full benefit program that includes medical, dental, life, short-term disability, 401(k), paid vacation, paid holidays, and opportunity for advancement.
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