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Össur · 2 months ago

IT Service Manager (Bilingual)

Nashville, Tennessee, USA

Full-time

Onsite

Senior Level

$81K/yr - $103K/yr

5+ years exp

Össur is a purpose-driven company dedicated to improving people’s mobility through innovative solutions. The IT Service Desk Manager will lead a team responsible for high-quality support of the end-user environment, ensuring operational excellence and driving continuous improvement.

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Responsibilities

Lead, mentor, and develop a team of Service Desk professionals

Conduct performance reviews and manage individual development plans

Oversee external resource engagement and performance

Monitor and report on team output and service quality

Plan and manage department capacity to meet business needs

Manage day-to-day Service Desk operations and ensure process adherence

Oversee technical onboarding of new employees including hardware and software provisioning

Ensure effective provisioning and support of printing environments

Deliver Level 1 support for end-user hardware and software issues

Maintain the health and performance of end-user hardware and desktop software

Ensure documentation (FAQs, knowledge base) is updated with new functionality

Advise users on best practices and available IT solutions

Ensure compliance with IT policies and perform internal audits

Support the transition of new technologies from development to production

Participate in IT projects to implement systems in new locations

Support deployment and testing of new features across the organization

Apply project methodologies to ensure successful delivery and adoption

Qualification

ITSM toolsService Desk managementITIL FoundationAnalytical mindsetHardware provisioningSoftware deploymentBilingual (Spanish)Multi-taskingContinuous improvementIT complianceCompTIA A+CompTIA Network+Interpersonal skillsCommunication skillsRelationship building