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IT Operations & Systems
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9595 Requisition #
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The Position
We are looking for a highly energetic, metrics driven, customer service centric high performer to lead a team of IT Service Desk agents and Desktop Support professionals.   This is an opportunity design the Service Desk processes your way, and we need someone who has an ITSM implementation background who can work across work groups to define and enforce IT policies and procedures such as incident and request management, problem management, asset management, change management, etc.  

This position is international in scope with employees across the United States and customers across the United States, Canada, and Mexico.   To be successful in this position a candidate must have strong experience in managing remote teams and locations.  This position will require up to 25% travel.
 
Responsibilities
Develop and implement industry standard management (ITIL) methods to lead and direct the Service Desk and Desktop Support teams.
 
Design, develop, test and maintain the end point services that support desktop computers, laptop computer, mobile devices, scanners, printers, phones and conference room AV equipment. 

Ensure proper management of security and monitoring using tools such as SCCM and WSUS. 

Assist with development of policies for end point deployment and management. 

Oversee all Service Desk activities and respond to escalated Service Desk incidents and requests. Oversee incidents and requests regarding: System Access/IT Security, 1st Level Application Support, Desktop/Personal Software, End User Devices (printers, scanners, mobile, etc.), Network and Wireless connectivity, Systems/Data Center, & Telecom. 

Ensure working practices and processes are standardized, documented and repeatable to support Service Desk activities. 

Manage team of Service Desk/Desktop support professionals: Complete staff reviews and appraisals and develop personal development plans. Ensure cross-training between team members to provide redundancy, drive performance through industry standard metrics and hold team members accountable for sustained performance.

Develop regular management reports to ensure all systems are properly managed. 

Customer Service: Support regular customer/user training sessions as required, Develop and track regular customer support survey, and Ensure all support issues are resolved within SLA. 

Mentoring junior and intermediate development staff. 

Provide Director of IT Services & Operations and CIO with regular analytics on service desk metrics, to include ticket management performance and call center performance.

Manage incident classification, prioritization, and escalation process.
Plan and recommend departmental workflow or system modifications to increase efficiency, capacity, and utilization.

Professionally and technically, develop and manage subordinates through formal and informal coaching, training, work assignments, and performance appraisal process.

Research new technologies, upgrades, and applications for all areas of responsibility.

Qualifications
BA/BS in Information Systems, Computer Science, or equivalent experience.
 
Excellent verbal and written communication are required.  It will be very hard to succeed in this position without this skillset.

Passionate and energetic about technology solutions and customer service. 

Expertise in relevant technologies such as; desktop computers, laptop computers, tablets, mobile devices, scanners, printers, video conference solutions, conference room AV equipment. 

Must have expertise in SCCM and mobile device management solutions. 

Knowledge in patching and management of all end point devices. 

Ability to analyze data to produce and present executive level reporting for weekly and monthly operations meetings and monthly business reviews. 
Exceptional manager of people, process and technology. 

Exceptional analytical and process improvement skills. ITIL Process certified or equivalent knowledge in Incident, Request, Problem, Change, Configuration and Major Incident Management.

Experience with Ivanti IT Service Manager ticketing system a big plus.

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At Overhead Door Corporation, we recognize people as the core of our strength. We offer our employees a collaborative culture and the opportunity to make the most of your talents. Join our team to earn bragging rights by belonging to an industry leading, world class organization. If you are interested in becoming part of a Powerful team of People, view our career opportunities!


Overhead Door Corporation is proud to be an Equal Employment, Affirmative Action employer of talented people who make things happen –a powerful and diverse team that includes women, minorities, individuals with disabilities and covered veterans.


Overhead Door is proud to be a drug free environment.


The following link provides more information regarding the Federal laws prohibiting discrimination in employment: EEO is the Law – Notice of Applicant Rights Under the Law

www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf


In compliance with the ADA Amendments Act (ADAAA), Overhead Door Corporation offers accommodations for individuals with disabilities that want to apply for a position. Request disability accommodations:

Phone: 469-549-7100 E-mail: accommodation_request@overheaddoor.com