IT Service Desk Manager
3 weeks ago
Job Summary:
At Atticus Advisory Solutions Inc, we are seeking a highly skilled Service Desk Manager to join our team. The successful candidate will be responsible for managing the service desk team and providing technical support to internal and external customers. They will also oversee IT service management and help desk support.
Responsibilities:
- Manage service desk operations and provide supervision and guidance to the teams being overseen.
- Manage technical department budgets according to company goals by spending more than 50% of all working hours managing, leading, coaching, training, and promoting the operations of the technical department team.
- Exercise discretion and independent judgment in all aspects of technical department operations, including staffing decisions (hiring, firing, discipline, recommendation) and overseeing the budget and financial performances of the department.
- Works under minimal supervision or as needed basis.
- Regular performance of office or non-manual work directly related to management policies or general business operations of the company and its clients.
- Manage proactive services operations and provide guidance and coordination with the proactive services supervisor to ensure centralized/proactive division is running smoothly and effectively.
Requirements:
- Experience in service desk management and IT service management.
- A minimum of 5 years of responsible leadership experience in management or supervisory positions.
- Minimum of 15 years of experience in IT environments.
- Managed services experience is a must.
- Strong technical support, help desk, and troubleshooting skills.
- Experience managing a team of technical support professionals.
- Excellent communication and interpersonal skills.
- Security mindset. Recommended qualifications include a bachelor's degree in information technology or a related field, and certifications in ITIL, CISCO, Microsoft Certified Systems Engineer (MCSE), AWS, and Azure.
Key Skills:
- 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 IT Glue.
Working Conditions:
- The service desk manager will work in a fast-paced environment with minimal supervision. They will be required to manage multiple tasks and prioritize their workload effectively. Regular performance of office or non-manual work directly related to management policies or general business operations of the company and its clients.
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