The Service Manager oversees and coordinates a range of critical IT services including Deskside and Service Desk functions, SCCM (System Center Configuration Manager), Tools Management, VDI, Exchange (Virtual Desktop Infrastructure), and Security Services. This role involves managing a team, optimizing processes, and ensuring the efficient and secure operation of these services. The Service Manager reports to the IT SDM and collaborates with cross-functional IT and operations teams.
Key Responsibilities:
- Supervise and lead a team of professionals responsible for SCCM, Tools, VDI, and Security Services, also train, and mentor Deskside Support Technicians and Service Desk Agents.
- Foster a positive and collaborative work environment within the team.
- Provide training, mentorship, and support to team members.
- Drive Innovation and Transformation
- Oversee the daily operations of the Service Desk, including call management, ticket routing, and issue resolution.
- Monitor and improve service desk KPIs, such as response and resolution times.
- Implement and maintain incident and request management processes.
- Deskside Support Management:
- Manage on-site technical support for end-users, including hardware and software troubleshooting.
- Ensure timely response to on-site requests and prioritize tasks based on impact and urgency.
- Manage hardware and software inventory and maintenance.
- Collaborate with end-users to understand their IT needs and issues, ensuring a high level of customer satisfaction.
- Escalate complex technical issues to appropriate teams and ensure follow-up and resolution.
- Identify opportunities for process improvement and user education.
- Proactively identify recurring issues and work on long-term solutions to prevent them.
- Maintain a knowledge base for common issues and solutions.
- Collaborate with other IT teams to resolve complex technical problems.
- Oversee the design, deployment, and maintenance of the SCCM infrastructure.
- Ensure software distribution, patch management, and endpoint configuration are effectively managed.
- Collaborate with application owners to facilitate software packaging and deployment.
- Manage and maintain IT tools and applications, such as monitoring solutions, asset management, and helpdesk software.
- Ensure tools are available and operational to support IT and business functions.
- Evaluate and recommend new tools as needed.
- VDI (Virtual Desktop Infrastructure) Management:
- Oversee the design, deployment, and maintenance of the VDI environment.
- Ensure virtual desktops and applications are available, secure, and optimized for performance.
- Collaborate with end-users and application teams to provide VDI support.
- Collaborate with the IT security team to ensure security policies and practices are implemented within the services managed.
- Conduct regular security assessments and audits for SCCM, Tools, and VDI components.
- Respond to security incidents and lead remediation efforts.
- Warehouse Management (if applicable):
- Manage IT equipment and inventory stored in the warehouse.
- Ensure equipment is readily available for deployments and maintain accurate inventory records.
- Collaborate with procurement for equipment procurement and disposal.
- Vendor and Asset Management:
- Manage vendor relationships for software, hardware, and services related to SCCM, Tools, VDI, and Security.
- Maintain asset inventory records and oversee the asset lifecycle.
- Budget management for service-related expenses.
- Documentation and Reporting:
- Maintain accurate records and documentation for the services managed.
- Generate regular reports on service performance, security incidents, and compliance.
- Identify opportunities for process improvement and cost reduction within the services.
- Lead and support service enhancement initiatives.
Qualifications:
- Bachelor's degree in IT, Computer Science, or a related field (or equivalent work experience).
- Proven experience in managing IT services, with a focus on SCCM, Tools, VDI, and Security.
- Strong knowledge of IT service management (ITSM) and ITIL best practices.
- Understanding of security principles and experience with security compliance standards.
- Excellent communication, problem-solving, and leadership skills.
- Experience with warehouse and asset management (if applicable).
- Relevant certifications, such as CompTIA Security+, ITIL, or vendor-specific certifications, are a plus.
