Service Manager – WPS

2 months ago

dallas, United States Quantum World Technologies Inc. Full time

The Service Manager oversees and coordinates a range of critical IT services including Deskside and Service Desk functions, SCCM (System Center Configuration Manager), Tools Management, VDI, Exchange (Virtual Desktop Infrastructure), and Security Services. This role involves managing a team, optimizing processes, and ensuring the efficient and secure operation of these services. The Service Manager reports to the IT SDM and collaborates with cross-functional IT and operations teams.

Key Responsibilities:


  • Team Leadership:


  • Supervise and lead a team of professionals responsible for SCCM, Tools, VDI, and Security Services, also train, and mentor Deskside Support Technicians and Service Desk Agents.
  • Foster a positive and collaborative work environment within the team.
  • Provide training, mentorship, and support to team members.
  • Drive Innovation and Transformation
  • Service Desk Management:
  • Oversee the daily operations of the Service Desk, including call management, ticket routing, and issue resolution.
  • Monitor and improve service desk KPIs, such as response and resolution times.
  • Implement and maintain incident and request management processes.
  • Deskside Support Management:
  • Manage on-site technical support for end-users, including hardware and software troubleshooting.
  • Ensure timely response to on-site requests and prioritize tasks based on impact and urgency.
  • Manage hardware and software inventory and maintenance.
  • End-User Support:
  • Collaborate with end-users to understand their IT needs and issues, ensuring a high level of customer satisfaction.
  • Escalate complex technical issues to appropriate teams and ensure follow-up and resolution.
  • Identify opportunities for process improvement and user education.
  • Problem Resolution:
  • Proactively identify recurring issues and work on long-term solutions to prevent them.
  • Maintain a knowledge base for common issues and solutions.
  • Collaborate with other IT teams to resolve complex technical problems.
  • SCCM Management:
  • Oversee the design, deployment, and maintenance of the SCCM infrastructure.
  • Ensure software distribution, patch management, and endpoint configuration are effectively managed.
  • Collaborate with application owners to facilitate software packaging and deployment.
  • Tools Management:
  • Manage and maintain IT tools and applications, such as monitoring solutions, asset management, and helpdesk software.
  • Ensure tools are available and operational to support IT and business functions.
  • Evaluate and recommend new tools as needed.
  • VDI (Virtual Desktop Infrastructure) Management:
  • Oversee the design, deployment, and maintenance of the VDI environment.
  • Ensure virtual desktops and applications are available, secure, and optimized for performance.
  • Collaborate with end-users and application teams to provide VDI support.
  • Security Services:
  • Collaborate with the IT security team to ensure security policies and practices are implemented within the services managed.
  • Conduct regular security assessments and audits for SCCM, Tools, and VDI components.
  • Respond to security incidents and lead remediation efforts.
  • Warehouse Management (if applicable):
  • Manage IT equipment and inventory stored in the warehouse.
  • Ensure equipment is readily available for deployments and maintain accurate inventory records.
  • Collaborate with procurement for equipment procurement and disposal.
  • Vendor and Asset Management:
  • Manage vendor relationships for software, hardware, and services related to SCCM, Tools, VDI, and Security.
  • Maintain asset inventory records and oversee the asset lifecycle.
  • Budget management for service-related expenses.
  • Documentation and Reporting:
  • Maintain accurate records and documentation for the services managed.
  • Generate regular reports on service performance, security incidents, and compliance.
  • Continuous Improvement:
  • Identify opportunities for process improvement and cost reduction within the services.
  • Lead and support service enhancement initiatives.

Qualifications:


  • Bachelor's degree in IT, Computer Science, or a related field (or equivalent work experience).
  • Proven experience in managing IT services, with a focus on SCCM, Tools, VDI, and Security.
  • Strong knowledge of IT service management (ITSM) and ITIL best practices.
  • Understanding of security principles and experience with security compliance standards.
  • Excellent communication, problem-solving, and leadership skills.
  • Experience with warehouse and asset management (if applicable).
  • Relevant certifications, such as CompTIA Security+, ITIL, or vendor-specific certifications, are a plus.

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