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IT Service Manager - PH

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

United States

Offer summary

Qualifications:

8+ years of IT service experience, 5+ years of IT supervisory experience, Expert knowledge of IT best practices, Strong analytical and problem-solving skills, Experience with Microsoft platforms and cloud technologies.

Key responsabilities:

Oversee technology helpdesk and operations teams
Lead client management and issue resolution efforts
Manage service delivery projects and team performance
Develop and document processes for service enhancement
Act as a liaison between clients and support partners

Pandoblox Professional Services SME https://pandoblox.com/

51 - 200 Employees

See more Pandoblox offers

Job description

ABOUT THE ROLE

The Information Technology Service Manager directly oversees the Technology helpdesk, technicians, system administrators, and engineering consulting teams that serve our diverse client base. A combination of manager, account supervisor, business driver, cheerleader, and customer service expert, this full-time onsite role requires a broad collection of skills as well as specific industry expertise.

RESPONSIBILITIES
In this role, you'll get to ...

take complete ownership of the technology team and partner with the account managers to provide excellent client services
play an active role in proactive and reactive client management and issue resolution
work closely with the executive team to ensure all engineers are operating at optimal capacity and adequately servicing the entire client base
oversee service delivery projects including equipment deployment, software releases, email migrations, etc.
develop, maintain, support, and optimize key functional areas to remove barriers hindering the team’s overall performance
ensure the oversight, organization, and motivation of all members of the Technical Operations team
lead by example, challenge functional status quo, manage and develop processes to document client issues, leverage trends, and impact analyses in the overall service enhancement
manage all aspects for the tier 1 and tier 2 organizational response of the Technical Operation Centers
build, develop, and lead remote and onsite team of technical Operations resources
investigate methods and procedures to better monitor our network and respond to issues
provide executive level reporting for an informed decision making
be the bridge between MSP partners for tiers 1 and 2 support and our clients, serving as the outsourced IT manager to help with escalations and troubleshooting
be the escalation point to carrier and cloud partners we help implement and support for clients
identify staffing needs and works with the recruitment team to pursue targets
maintain familiarity with current and upcoming IT equipment, services, and other developments
perform root cause analysis of infrastructure problems and develop resolution and prevention plans
perform other duties as assigned

REQUIREMENTS
On day one, we'll expect you to ...

have expert knowledge of IT best practices, policies, and regulations
have a clear understanding of client/server technology and network architecture
have an understanding of a wide range of technologies covering Microsoft platforms, cloud, email management, virtualization, shared storage, disaster recovery, remote access, and more
have a solid understanding of cloud deployment and operations
have knowledge and significant experience with designing and implementing metrics and measurements
have 8+ years of IT service experience
have 5+ years of IT supervisory experience
have strong analytical skills, proven functional and technical analysis skills, and professional client interaction
have service awareness of all organization key IT services for which support is being provided
have strong teamwork, customer service, and interpersonal skills
have good communication including writing, speaking, and active listening
have the ability to communicate verbally and in writing with all levels of management and thrive in a cross-functional environment
have strong problem solving and critical thinking skills
have the ability to make sound decisions and solve complex business and technical issues
have advanced leadership and conflict management skills
have skill in strategic planning with an ability to think ahead
have skill in leading people and getting results with a strong client orientation
have excellent attention to detail
have proven success in leading a team and developing staff
have great project management skills including organization, planning, time management, and prioritization
have a fully functional and up-to-date computer with which to perform duties
be willing to install next generation end point protection on the computer