Skills

Communication Leadership ServiceNow Change Management Problem-solving Customer Service Networking Attention to detail Training Operating Systems Windows Organization

Job Specifications

Job Title: ITSM / Service Desk Manager

Location: Beachwood, OH

Top Skills Required:

1. Experience supporting Apple Macs and Windows Operating Systems and Applications

2. Experience with Intune, Autopilot, and Mobile Device Management preferred.

3. General knowledge of networking and wi-fi troubleshooting

4. Proven experience in developing and implementing IT service desk strategies.

5. 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.

Candidate Summary (must have/demonstrate the ability to):

A thoughtful leader with a collaborative leadership style, can-do attitude, and innovative mindset
Excellent interpersonal and communication skills with the ability to interact and build trust across all levels including C-level executives of the organization
Outstanding customer service skills and proactively communicates with customers to ensure all issues are resolved.
Proven analytical and problem-solving abilities
Strong leadership and change management skills
Strong attention to detail and accuracy
Strong communication skills - verbal, listening, written & presentation
Strong leadership skills and the ability to manage and motivate a team.
Ability to manage multiple priorities and work in a fast-paced environment.

About the Company

Smart IT Frame stands as a leading NMSDC-certified IT Solutions and Servicing company, founded in 2012 with headquarters in Somerset, New Jersey. Our commitment to promoting Diversity, Equality, and Inclusion (DEI) values is unwavering. With our expertise, we support client initiatives by offering innovative IT solutions and services to leading System Integrators in the private and public sectors. Specializing in a comprehensive range of end-to-end services, including Artificial Intelligence (AI), Machine Learning (ML), IT ... Know more