KORE1 · 4 days ago
Sr. Manager, IT Technical Services (Help Desk / Service Desk Manager)
Ventura County, CA
Full-time
Onsite
Senior Level, Lead/Staff
$120K/yr - $165K/yr
8+ years expKORE1 is a nationwide provider of staffing and recruiting solutions, and they are seeking a Senior Manager of IT Technical Services. This role is responsible for overseeing the city's IT Service Desk and Customer Support, ensuring service excellence, managing technical resources, and establishing processes to improve IT support efficiencies.
Bookkeeping and PayrollConsultingDeliveryHuman ResourcesInformation TechnologyRecruitingStaffing Agency
Hiring Manager
Katie Schultz
Responsibilities
Monitor and ensure timely resolution of tickets, including incident and service requests by improving IT support efficiencies and correctly prioritizing and managing the tickets. Create realistic SLAs to maintain efficiency, customer satisfaction and IT team productivity
Analyze aging of tickets and provide key metrics including Average Ticket Age, Distribution, and Time to Resolution
Supervise, manage and schedule service desk operations including task assignments as well as performing performance evaluations
Responsible for staff productivity and their time tracking and management of priorities
Responsible for the creation and maintenance of desktop and mobile computing standards
Responsible for the procurement, implementation, support and maintenance of City owned desktops/laptops and mobile devices including cell phones, iPADs and Mobile Dispatch Computers (MDC)
Act as the escalation point for unresolved issues and provide managerial support for complex issues
Develop and manage On-Call schedules to ensure 24•7 support to the customers
Ensure documentation is current with systems, standard operating procedures and processes
Foster partnerships with other IT groups as an integral part of meeting the City's technology needs
Conduct regular satisfaction surveys and engage in improvements based on feedback
Provide continuous support and mentorship to the Service Desk team ensuring they have access to internal and external service I.T. training programs
Ensure documentation is current with systems, standard operating procedures and processes
Foster partnerships with other IT groups as an integral part of meeting the City's technology needs
Conduct regular satisfaction surveys and engage in improvements based on feedback
Develop and maintain IT service management (ITSM) processes as governed by ITIL best practices
Work with other IT Infrastructure groups to Implement and maintain Single Sign-On (SSO), Multi-Factor Authentication (MFA), and other access control mechanisms
Qualification
Required
8+ years of IT service experience with at least 3 years in a technical services management role
Must have in depth experience and understanding of IT Service Desk operations and problem solving
Experience in implementing and managing comprehensive service desk tools that support ITSM, including asset tracking for all PC hardware and software, device imaging and incident and problem management
Proven experience establishing SLA-based metrics including response and resolution times
Proven track record of managing the troubleshooting of desktop and ancillary equipment issues, including the ability to conduct root cause analysis
Experience in managing vendor supplied Multi-Function printers across business units and departments
Bachelor Degree (4 years) in Information Technology, Computer Science, or similar
Preferred
Experience in working for a municipality and public safety
Working knowledge of Microsoft M365 and Google G Suite
Manage deployment and support of Internet Browsers such as Chrome, Firefox and Internet Explorer/Microsoft Edge
Technical experience with Directory Services including Active Directory, and Azure or similar
Working knowledge of Crowdstrike including deployment and support
Experience in managing the support of mobile devices including cellphones, ipads and mobile device computers (MDC)
Ability to manage two factor authentication (2FA) and single sign on (SSO) at the endpoint level
Basic understanding of how identity management plays a role in an organization's security posture
A comprehensive understanding of Networks and Network Architecture is desired
Certifications such as ITIL Foundations, HDI-SCM, CompTIA A+ and MS Active Directory (e.g., MCSA,MCSE)
Company
KORE1
KORE1 is a staffing and recruiting company specializing in IT staffing services and information technology solutions.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Steven Quarles
CEO/COO/CRO
Robert Ardell
Co-Founder & Managing Partner
Recent News
Staffing Industry Analysts
2023-12-23
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