Service Desk Operations Manager
1 week ago
We are seeking a seasoned Service Desk Operations Manager to lead our technical support team at Atticus Advisory Solutions Inc.
About the RoleThis full-time remote position offers an exciting opportunity to manage the service desk team and provide technical support to internal and external customers.
The successful candidate will be responsible for overseeing IT service management, help desk support, and improving Service Desk Operations in line with industry best practices and compliance requirements.
As a key member of our team, you will be expected to build and manage a high-performing team that delivers exceptional IT experiences.
Key Responsibilities- Manage the service desk team, providing guidance and supervision to ensure seamless operations
- Oversee IT service management, including troubleshooting and resolving technical issues
- Improve Service Desk Operations, Processes, and help the company follow industry best practices and meet compliance requirements
- Develop and implement strategies to enhance the overall customer experience
- Collaborate with the Proactive Services Supervisor to ensure Centralized/Proactive division runs smoothly and effectively
To be successful in this role, you should have:
- A minimum of 5 years of responsible leadership experience in management or supervisory positions
- A minimum of 15 years of experience in IT environments
- Managed Services Experience is a must
- Strong technical support, help desk, and troubleshooting skills
- Excellent communication and interpersonal skills
- Bachelors degree in information technology or related field; CompTIA A+ Certifications in ITIL, CISCO, and Microsoft Certified Systems Engineer (MCSE), AWS and Azure are a plus
You should have hands-on experience with:
- Hypervisors, M365, Azure, AWS, Microsoft Server, MS SQL, MS Exchange, Remote Desktop Environments, Network Firewalls, VoIP, Wireless Controllers, Layer 3 switches, Identity Management (Entra ID, OKTA)
- Technical Scope of Work Preparation, Connectwise, Connectwise Automate, RMM and other MSP tools such as us IT glue
The estimated salary for this position is $120,000 - $180,000 per annum, based on your experience and qualifications.
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