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IT Services Manager

Company: Globa Channel Management, Inc.
Location: Worcester
Posted on: April 16, 2018

Job Description:

IT Services Manager must be ITIL expert or at least Service Management. IT Services Manager requires: ITIL Change Management VOIP Cisco Customer service LAN/WAN support Network understanding bachelor's degree in Computer Science or related field, and 5-8 years of related technical and managerial experience in a Service desk or similar environment. Splunk s a plus. MacOS, Ubuntu, Windows 7, 10 as well as the Office suite and standard business applications is critical. IT Services Manager duties: Work with IT senior management to develop plan supporting the company's IT vision, direction and strategy as well as to establish Service Desk management related annual budget, priority and resource requirements. Monitor all IT Service Desk related requests and ensure courteous, timely and effective resolution of end user issues. Effectively manage and mentor the Service Desk team response to call resolution, prioritization, and conditions for escalation. Analyze and report on Service Desk call performance metrics to ensure customer service standards are being met, and are within the relevant security, operational and best practice guidelines. Maintain documentation for all standard processes with appropriate monitoring/auditing capabilities built into the process documents. Support desktop and printer installations, new user setups, desktop and laptop hardware, meeting room technologies (e.g., video conferencing), collaboration tools, mobile phones and devices, and software inventory. Direct the evaluation of hardware & software, testing, image creation, machine deployment and desktop management. Grow the staff within the Department by providing mentorship, developmental opportunities, counseling and performance feedback. Manage purchasing and budget functions including planning, tracking, and reporting. Ensure all spend is optimal and supportable as including the best price feature balance for what is needed. Promotes the deployment or problem resolution for Akamai remote employees. Develop and meet SLA and OLA's for Service Desk tickets with data based on the needs of the business and the realistic capabilities of the team.

Keywords: Globa Channel Management, Inc., Worcester, IT Services Manager, Executive, Worcester, Massachusetts

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