Midwest IT Services Manager
4 weeks ago
Midwest IT Services Manager Company: TriMas Company LLC Primary Location: 38505 Woodward Avenue, Suite 200, Bloomfield Hills, MI 48304 USA Employment Type: Salaried | Full-Time Function: Information Systems Equal Opportunity Employer Minorities/Women/Veterans/Disabled
Main Duties & Responsibilities
The Midwest IT Services Manager's primary objective is to rapidly resolve technology issues that are reported through the help desk ticket system. The position requires a hands-on technical leader who is responsible for delivering exceptional support to TriMas employees. The manager is expected to assist with complex technical issues while thinking about the overall picture. Additionally, this manager has strong leadership and communication skills to assist the IT team in exceeding performance expectations.
This role provides IT support for our Bloomfield Hills and Clinton Township, Michigan locations on a weekly basis. This role also provides support for our Auburn and Hamilton, Indiana locations, and New Albany, Ohio location on a monthly rotational and as-needed basis. Assist in performing help desk duties (i.e. assisting employees with computer hardware and/or software issues and concerns via phone, email, application or in-person interactions). Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action, if necessary. Escalation and resolution of software issues to the information systems/development team. Work directly with administration staff at TriMas headquarters to streamline communication. Define team goals and lead team to achieving desired results, while being accountable for performance. Offer support to employees onsite (desktop computer, network, security, building access). Support of MS Office applications with emphasis on MS Teams (Collaboration App, Teams Rooms, and desktop phones). Assist in laptop/notebook computer imaging for new hires and replacement PCs. Manage purchasing and vendors of all regional technology requirements. Offer mobile device support and manage contracts with mobile providers. Manage office technology contracts and product support (copiers and multi-function printers). Engage with IT Shared Services (Infrastructure, Support & Service Delivery, and Applications) Teams to manage all projects and requests involving support tickets and escalated issues. Other IT Support responsibilities as required and assigned.
Qualifications
Required Skills and Abilities: Professionalism on any/all support issues with emphasis on quick ticket and problem resolution. Team-driven escalation and rapid problem resolution with root cause analysis and process improvement actions. Ability to build and cultivate strong relationships and work effectively with diverse groups including business and technology stakeholders and peer groups. Demonstrate excellent oral and written communication skills, with the ability to share information effectively and confidently to internal and external audiences of varying levels of technical knowledge. Strong problem solving and troubleshooting skills. Ability to manage multiple competing priorities and work under pressure in high stress and/or ambiguous situations. Education and Experience: Bachelor's degree in computer science, computer information systems, or a similar computer-orientated major from a 4-year college or university Five (5) or more years related experience and training, or equivalent combination of education and experience. Expert knowledge of Windows based computer software programs including Microsoft Word, Excel, PowerPoint and Outlook. Physical Requirements: The physical de
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