IT Service Desk Manager

Staffmark Workforce Solutions offers this exciting contract opportunity at a global leader in electronics, mobile devices, and appliances located in Plano, TX.

IT Service Desk Manager

Top Skills:

1. Strong product knowledge working with IT-Help Desk service, Mobile Carriers business lines, and IPT solutions.
2. Have the ability to interact professionally with a diverse group of engineers, managers, vendors, and subject matter experts both internally and externally.
3. Strong problem-solving and analytical skills, communication skills, organizational and documentation skills.

Summary:

Looking for an IT & Tier 1 Service Manager to join the General Affairs Team. This position will lead workplace Business Mobile service, and Tier 1 IT help service teams focused on employee mobility services, Collaboration Services, and workplace IT Technologies support.

The Manager will be responsible for the oversight in planning, design, and implementation of Material IT Service functions including Tier 1 IT Service, Knox Manager, Workplace business mobile phone device and service, workplace asset management, Telephony Infrastructure, and all associated labor under those functions.

This position will manage IT service vendors, mobile carriers' services, expenses, and the operation of mobile business services, and IT help desk service. This position will also work in conjunction with Infrastructure, and other IT service vendors as well as Business Services teams on the transition of new services, functionality, capabilities and drive new services, and improve existing offerings.

This role requires strong technical leadership ability.

Responsibilities:

Lead PC & Mobile Support in the Workplace

• Managing 20+ technicians and IT Service vendors for different client workplaces in the USA.
• Conducting the Supporting 7,000+ users with IT Help desk, AD, Exchange, u-Ready, SVPN, BMA, etc in the workplace.
• Escalation point of Support, Security admin, Application Operation, Project Lead / Support, VIP Support.
• Manage the vendor that supports such as workplace PC, Mac, mobile, share drive, Email, Password reset, and other systems.
• Conduct special systems migration projects, corporate active directory migration, and project base upgrade services such as Windows OS upgrade.
• Manage Printer service operation (MPS), deployment, and related services in the workplace.
• Direct vendor partners to ensure that standards used as part of their recommendation align with technology standards.
• Manage overall operations and provide directional guidelines for all support locations.

Manage Workplace IPT Solution's Vendor

• Daily oversight and management of all telecommunication technology vendor partners providing service in the workplace.
• Leading work with preferred Mobile technology provider and facilities partner to manage all Mobile service projects and day-to-day service in the workplace.
• Directing mobile vendor partners to ensure that standards used as part of their recommendation align with Mobile technology standards.
• Daily interaction with multiple vendor partners to ensure that technology solutions do not go offline and cause a disruption to the business (e.g. company issue cell, desk phones, FMC, Polycom, non-restricted corporate line, etc.).
• Analyzes weekly and monthly volume reports on usage to make recommendations for changes in plans, employee offerings, or price structures.
• Manages process for mobility kit and mobile device upgrade; partners with SDSA to manage all requests for new, loaner, or repair devices or carrier changes.
• Oversees requests for mobile phone carrier changes across the portfolio.

Requirements:

• Bachelor's degree in computer science, information systems, Business Administration, Project management, and more than 5 years of related field experience.
• Strong product knowledge working with IT-Help Desk service, Mobile Carriers business lines, and IPT solutions.
• Ability to manage multiple projects simultaneously.
• Strong problem-solving and analytical skills, communication skills, organizational and documentation skills.
• Effectively deliver presentations across a diverse audience which will include non-technical people.
• Have the ability to interact professionally with a diverse group of engineers, managers, vendors, and subject matter experts both internally and externally.
• Possess and develop servant leadership skills including proactive employee, co-worker, and customer working relationships with all appropriate levels within the company. The ability to provide clarification and understanding to influence others in acceptance and approval of ideas and plans.
• Effectively deliver presentations across a diverse audience which will include non-technical people.

Staffmark talent working with this client receive competitive compensation and a great benefits package, including medical, dental, vision, 401K, and Paid Time Off plus more!

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