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ITSM Manager / Lead

ITSM Manager / Lead

Smart IT Frame LLCBeachwood, OH, US
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Overview

Job Title : ITSM Manager / Lead

Contract Type : Long Term Contract

This is a hands-on managerial / lead role with a mix of technical expertise (Apple, Windows, Intune, networking) and strategic ITSM leadership.

Top Skills Required

  • Experience supporting Apple Macs and Windows Operating Systems and Applications
  • Experience with Intune, Autopilot, and Mobile Device Management preferred
  • General knowledge of networking and wi-fi troubleshooting
  • Proven experience in developing and implementing IT service desk strategies
  • Strong technical knowledge of IT service desk technologies , including ITIL frameworks and the ServiceNow ITSM ticketing system

Job Description / Responsibilities

  • Manage the service desk, computer operator, and executive IT support functions, including both full-time and contractor resources, ensuring that they provide excellent customer service and technical solutions.
  • Manage an endpoint services function responsible for endpoint computer imaging, patching, application packaging, and user profile management.
  • Develop and maintain service level agreements (SLAs) with internal stakeholders and external vendors.
  • Collaborate with other IT leaders to ensure that IT services are aligned with the needs of the business.
  • Communicate across all levels of the business for incidents, outages, and priority events which will or may impact production.
  • Strive to maximize adoption of all available technologies across the workforce, driving productivity and efficiencies.
  • Implement routine and high-quality employee training to maximize available technologies.
  • Identify and implement process improvements to streamline service desk operations.
  • Ensure that all IT service desk policies and procedures are documented and up to date.
  • Maintain a high level of technical knowledge and stay up to date on emerging trends in the IT industry.
  • Ensure the teams are responding to tickets in a timely manner and within SLA.
  • Identify top areas for improvements and drive self-service / automation and continual improvement.
  • Confirm and measure that we are providing outstanding support to our executive staff.
  • Ensure that conference rooms at corporate are running smoothly and find tools that help drive proactive alerts if a conference room is off-line.
  • Work with leadership on maturing the over IT support function to provide 24 / 7 follow-the-sun support globally.
  • Work with external partners to deliver managed services and meet company support needs.

    • Details

  • Seniority level : Associate
  • Employment type : Contract
  • Job function : Information Technology
  • Industries : Information Services

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