Senior Manager, IT Technical Services (ONSITE – 5x a week) – 4438

Our client takes pride in serving a population of over 200,000 people, presenting a rich cultural heritage and fostering a wide array of booming industries, which contribute to a thriving and dynamic community.     

What You Will Be Doing

• Oversee and expedite incident and service request resolution.
• Enhance IT support efficiency through effective prioritization.
• Establish realistic SLAs to improve efficiency, customer satisfaction, and team productivity.
• Analyze ticket aging and track key metrics (Average Ticket Age, Distribution, Time to Resolution).
• Supervise, schedule, and assign tasks within the service desk.
• Conduct performance evaluations and manage staff productivity.
• Ensure proper time tracking and priority management.
• Define and maintain desktop and mobile computing standards.
• Oversee procurement, deployment, support, and maintenance of desktops, laptops, mobile devices, iPads, and Mobile Dispatch Computers (MDCs).
• Serve as the escalation point for unresolved or complex issues.
• Provide managerial oversight for critical cases.
• Develop and manage On-Call schedules to ensure 24/7 support.
• Maintain up-to-date documentation on systems, SOPs, and processes.
• Strengthen partnerships with other IT teams to support technology needs.
• Conduct regular satisfaction surveys and implement improvements based on feedback.
• Provide mentorship and training opportunities for the Service Desk team.
• Develop and maintain ITSM processes aligned with ITIL best practices.
• Work with IT Infrastructure teams to implement and sustain Single Sign-On (SSO), Multi-Factor Authentication (MFA), and other access control measures.

What You Will Need

• Bachelor’s degree (4 years) in Information Technology, Computer Science, or a related field.
• 8+ years in IT services, including at least 3 years in a technical services management role.
• Extensive knowledge of IT Service Desk operations and problem resolution.
• Skilled in implementing and overseeing service desk tools supporting ITSM, including asset tracking, device imaging, and incident/problem management.
• Proven ability to establish and manage SLA-based metrics, such as response and resolution times.
• Strong background in troubleshooting desktop and peripheral device issues, with expertise in root cause analysis.
• Experience managing vendor-supported Multi-Function Printers across various departments.

Why Us

Benefits and Perks:

• Competitive Salary : $150,000 – $160,000 per Year
• Full Health, Vision, and Dental Coverage   

Applicants must be currently authorized to work in the United States on a full-time basis now and in the future.

This position does not offer sponsorship.

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REF: JOB-4438