Manager, Infrastructure and Support
Job Description
- Manage a staff of engineers responsible for all end-user support, hardware, and software planning
- Execution of the enterprise Incident Management process, including management of incident queues, escalation, and timely resolution
- Develop and provide operational metrics for all incidents and problems including backlog, Mean Time to Repair, aging, status, root cause etc.
- Provide input and feedback to Problem Management for the analysis of Incident data, identification of trends, and prevention of future problems
- Be accountable for the management and governance of strategic suppliers who provide End User Services
- Maintain an open dialogue and line of communication with the end-user community, especially the Contact Center, to be cognizant of, and ensure adequate telephony functionalities.
- Manage the onboarding process to ensure equipment and accessories are properly inventoried, while maintaining the IT asset lifecycle process
- Ensure customer service is timely, accurate, and maximizes customer satisfaction. Set standards and monitor achievement of those standards
- Proven experience in implementing and supporting Service Desk tools & standards
- Manage and coordinate activities of technical resources responsible for the design of traditional and cloud infrastructure products and services as well as oversight of the vendors and service providers.
- Provide highly reliable and secure infrastructure solutions enabling Operations to manage environments simply and cost-effectively
- Drive the adoption of standard toolsets to reduce complexity and support operational goals for increasing automation across the enterprise
- Maintain schedule and on-call rotation of Service Desk Staff.
- Continually improves and extends the IT knowledge base with documentation, examples, and process refinements.
- Rapidly responds to emergency situations, both during and outside of normal business hours.
Knowledge / Skills:
- Recent, relevant experience managing staff who support hardware for workstations, laptops and peripheral devices, network troubleshooting, Windows operating systems, web-based applications, and productivity applications such as Microsoft Office and Internet browsers
- A strong background in Windows and have been responsible for supporting a wide range of products/services on multiple architectures
- Resolve and act as escalation and coordination point for Teams incidents and problems related to escalations from service desk and performs root cause analysis
- Able to convey technical concepts to individuals without prior technical knowledge or understanding of topics
- Able to coordinate and collaborate with business application stakeholders and infrastructure teams to ensure successful upgrades, installations, or integration activities
- Minimum of 5 years of experience supporting IT infrastructures including servers, networks, storage systems, desktops, and laptops
- Able to occasionally work evenings and/or weekends and/or during change windows outside of normal business hours
- Experience with Jira, Confluence, and SharePoint a plus
- You are familiar with security and data standards such as SOC/SSAE, PII, PCI
- Excellent organization, time management and problem-solving skills
- Proven track record of Service Desk Process Improvement and Reporting
- Supervisory/Management experience
Date Posted
10/02/2022
Views
5
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