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    IT Service Manager- Southfield MI - Lansing, United States - Applied Innovation

    Applied Innovation
    Applied Innovation Lansing, United States

    2 weeks ago

    Default job background
    Description
    Applied Innovation seeks a highly technical MNS IT Service Manager

    to join our Managed Network Service team.

    The IT Service Manager's primary role is developing a team of technicians to service Applied Innovations' clients.

    This is a hands-on role, managing a team of technicians through various functions per Team, and requires in-depth technical knowledge to ensure that tickets are handled from inception to remediation within the Team structure.

    This role will be required to be involved in the handling of service requests and projects when demand requires it.

    Requirements


    include:
    Bachelor's

    Degree

    in an

    IT-related field or

    equivalent.
    Excellent

    communication

    skills.
    Strong

    problem

    solving

    and

    troubleshooting

    skills.
    Experience in PC, MAC, and server operating system environments
    Possess working knowledge of Microsoft Office tools, including Office 365, Outlook, Excel, and Word
    Active directory administration, Exchange (On-Premise and Online), Web content filtering, Anti-virus tools, DNS and DHCP, wired and wireless network connectivity, server administration, and network storage devices
    Excellent customer service skills are essential.
    Must be dependable, professional, organized, detail-oriented, and able to perform multiple tasks simultaneously.
    5+ years of management experience in the IT industry.


    Essential functions:
    Managed day-to-day personnel of all technicians who form the team.
    Providing individual and team training and mentoring.
    Consistent One-on-ones and team meetings are held on a regular cadence.
    Monitor the service board and team members' ticket activity frequently to ensure we provide the client with

    "Fast, Friendly, and Amazing"

    service.
    Oversee the management of the Team Ticketing Board.
    Provide availability to Team technicians for questions and support.
    Handle support calls when the call load is heavy.
    Ensure team processes are aligned with achieving committed SLAs and KPIs.
    Oversee the remote monitoring and escalation of issues as necessary.
    Provide oversight on the creation and execution of works performed by external vendors regarding alerts

    outside of regular hours.
    Work with the vCIO team to review account performance and enhance service delivery.
    Providing management oversight to other PODs as and when needed.

    Applied

    Innovation

    offers

    a

    full

    benefit

    program

    that

    includes

    medical,

    dental,

    life,

    short-term

    disability,

    401(k),

    paid

    vacation,

    paid

    holidays,

    and

    opportunity

    for

    advancement.

    Are you legally able to work in the US without sponsorship?
    Have you ever been convicted of a felony?
    Are you able to work at our Southfield office at 24050 Northwestern Hwy, Southfield, MI 48075?
    What's your highest level of education in IT that you've completed?
    How many years of leadership experience in an IT Manager or higher position do you have?
    What's the most important priority of management within IT, in your opinion?

    #J-18808-Ljbffr
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