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Manager, IT Service Desk

Hunter Technical Resources

This is a Full-time position in The Colony, TX posted September 1, 2021.

Manager, IT Service Desk
– Lewisville, Texas The purpose of this position is to: –    manage the overall tickets assignment and manage completion of tickets, any escalations of ServiceDesk (IT Help Desk),  –    Day to day operational activities of the IT department and ensure that Orthfix end users are receiving exceptional service and appropriate technical assistance.

Acts as the first point of contact for IT escalations from users related to their Accounts, Network,  desktops, laptops, software, business applications, cell phones, network printers, and other infrastructure  –    The Service Desk Manager will manage the IT Service Desk Team; will provide leadership, coaching, and mentoring –    The Service Desk Team leader will drive a culture of continual process improvement within the Service Desk team.

OTHER RESPONSIBILITIES:  The Service Desk Team Lead will also be responsible for –    Leading incidents and requests to resolution –    Developing Service Desk process and workflows –    Providing and developing communication plans to customers –    Contributing to the Change Management Process OPERATIONAL RESPONSIBILITIES: 
•    5 years of experience Managing/Directing IT Help Desk Ticketing system, call metrics as well as on call.

•    Manage ticket assignment and work to achieve SLAs.

•    keeps track of all performance indexes which include incoming calls, outgoing calls, and open aged calls
•    Create good working relationship amongst members of the help desk team to ensure smooth flow of work, which improves overall performance
•    Help, guide and coach the team in  –    Installing, configuring, testing and troubleshoot end-user workstations/laptops –    Other related hardware and software.  –    Creating and modifying user accounts in all approved systems change requests
•    Responsible for software and hardware inventory and overall Asset management
•    Work with 3rd party vendors on Projects and to resolve issues
•    Continual Development of IT Procedures and Documentation
•    Timely follow-up with internal customers
•    Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions.

•    Assist in the deployment, monitoring, maintenance, development, upgrade, and support of IT systems, including phone systems, mobile, networks, data centers, servers, PCs, operating systems, and associated hardware.

•    Maintain and ensure all IT systems and all associated hardware, software and business applications are operational and assist where needed.

•    Work with other IT colleagues and IT leadership to define hardware and software standards and needs.

•    Manage, prioritize and provide resolution of end user help requests as per the service level objectives.

•    Coordinate, facilitate and manage assigned projects directly with Stakeholders and Sponsors. 
•    Support, manage, and administer software and application services and products across the organization.

•    Assist in planning, monitoring, and recording software licenses and hardware assets to ensure compliance. 
•    Assist with the planning and deployment of infrastructure security measures.

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