IT Services Manager

4 days ago


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

We are seeking a dynamic and experienced IT Help Desk Manager to join our team at Progilisys Solutions, A Talent Groups Company. As a key member of our Infrastructure, Applications, and Information Security teams, you will be responsible for managing and supporting computer hardware and Windows OS, including imaging, software installation, and deploying to end users.

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.


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