Service Manager - WPS (Z160)
hace 7 días
Dallas
Job Description Job Description: 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., • 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.