myGwork - LGBTQ+ Business Community · 3 days ago

Manager, IT Support

San Francisco, CA

Full-time

Onsite

Senior Level

$126K/yr - $188K/yr

6+ years exp

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Responsibilities

Ensuring the timely delivery of IT Services within the established ITSM principles.

Accountable for site/regional level escalations and coordinating end to end resolutions with all responsible parties.

Create, maintain, and generate regional specific Service Now dashboards and reporting.

Recommend benchmarks and metrics for measuring and improving support services.

Manage the performance of the Tier 2 team and uphold established SLA/OLA

Conduct monthly or quarterly service review with department heads.

Ensure internal support knowledgebase are accurate and up to date.

Take part in service transition review and establish support processes to be applied globally.

Lead, galvanize, and develop a strong service & support team.

Operate onsite in Bay area offices and travel to responsible sites as required.

Qualification

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Enterprise Desktop SupportSystem AdministrationNetwork AdministrationIT ManagementITIL v4 FoundationProblem-SolvingLeadershipIT CertificationsJAMFMicrosoft AzureAppleCCNASecurity+