Vacancy caducado!
- Develop processes and procedures that improve the efficiency and productivity of IT Services through the identification, prioritization, escalation, and resolution of client requests and incidents by:
- Setting clear expectations and holding individuals accountable.
- Conduct ongoing and situational training to improve team efficiency and individual career development.
- Ensure all stakeholders can install and adopting current tools including, ConnectWise, N-Central, IT Glue, and the Phone System.
- Provide individual performance evaluations and career development to enhance retention.
- Interview, hire, and execute disciplinary action as necessary.
- Manage the process documentation process.
- Understand overall service desk objectives and the role & function of each team member.
- Ensure risks are identified, communicated, and mitigated.
- Perform customer follow-up to verify final resolution and determine satisfaction level.
- Clearly defineand document standardsfor identification, classification, prioritization, escalation, and resolution of client requests, incidents, and problems.
- Prepare for and participate in ITSM management meetings.
- Able to work with, manage, and lead a team of IT professionals, communicate effectively, and function effectively in a high paced environment.
- Able to understand the perspective of the client in all service interactions.
- Make effective use of time, delegate, and complete tasks effectively and on time.
- Meet client and corporate expectations for attendance, quality, and performance.
- Able to drive a culture of continuous improvement while fostering creativity and innovation.
- Able to develop short and long-term action plans based improvement plans.
- Must have at least a high school diploma or GED.
- A minimum of6years of professional ITSM.
- A minimum of 2 years of management or leadership experience.
- Bachelor’s degree in a computer-related course of study.
- Two or morecertifications from vendors such as CompTIA, ITIL, or Microsoft.
- 401K
- Medical, Dental, Vision
- EAP services that include free counseling services for employee and family
- PTO plus Paid Holidays
- Health Savings Account
- Training and development opportunities
- Commuter benefits
- Life Insurance
- Short and Long-Term Disability
- Educational assistance
- Adoption assistance
- Problem Solvers – We love a challenge and are passionate about using technology to solve our client’s problems.
- Team Players – We work together to achieve our goals and provide the most positive outcomes for each other, and our clients.
- Decision Makers – We are empowered to make informed decisions and take actions that drive results for our company and our clients.
- Client Focused – Our internal and external clients are our top priority by striving to exceed expectations in everything we do.
- Inclusive – We believe that everyone contributes to our success. Our clients and team members are seen, heard, and valued.
Vacancy caducado!