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    IT Service Manager - Franklin, United States - Lee Company

    Lee Company
    Lee Company Franklin, United States

    3 weeks ago

    Lee Company background
    Construction / Facilities
    Description

    Job Description

    • Ensures the streamlined operation of Service Desk staff and operations. Work with all aspects of company Information Technology systems to support 1200+ users in multiple locations. Manage the distribution, operations and processes of support requests to ensure response and resolution goals are met, as well as provide administrative direction and support for the daily operational activities.

    Job Details

    • ESSENTIAL DUTIES AND RESPONSIBILITIES: (include but are not limited to)
    • Operational Management: Managing support request distribution and providing administrative direction for the IT Service Desk.
    • Customer Service: Provide excellent customer service and work with all aspects of company IT systems to support users in multiple locations/hybrid work environments. Ensure the growth and engagement of the IT Service Desk staff.
    • Building Relationships: Establish and maintain strong relationships with other business leaders to understand their IT needs and challenges. This involves regular communication, collaboration on IT projects, and ensuring that the IT services align with the business objectives and strategies.
    • Vendor Management: Manage and nurture relationships with vendors to ensure the delivery of high-quality IT services. This includes regular engagement with vendors to discuss service performance, address issues, and explore opportunities for service improvement. The manager would also monitor vendor service levels and work collaboratively to align vendor services with the company's IT strategy and user needs. This role is crucial in maintaining a productive partnership with vendors, which is key to the smooth operation of IT services.
    • Inventory Management: Maintain appropriate inventory levels for hardware and accessories, and ensure assets are tracked throughout their life cycle.
    • Continuous Improvement: Benchmark, analyze, report on, and make recommendations for the improvement of IT service and support.
    • Leadership and Development: Direct supervision of Help Desk staff, including hiring, training, and performance evaluation. Assist employees in setting goals and work towards achieving identified goals.
    • Device Management: Deploying and managing iOS-based mobile devices and Windows-based laptops, ensuring they are up-to-date and secure.
    • Project Participation: Engaging in IT projects, including system refreshes, network upgrades, server implementations, and application rollouts.
    • Documentation: Ensuring proper creation and maintenance of documentation for all job-related tasks.
    • On-Call Rotation: Participating in 24×7 on-call rotation assignments to ensure IT support availability.
    • Education and Experience:
    • Bachelor's degree in related field or equivalent experience in technology support and management.
    • 3+ years of experience in management preferred.
    • 5+ years of experience in desktop support.
    • Experience with desktop support and imaging tools.
    • Experience with the following technologies is a plus:
    • Microsoft Power Platform
    • Meraki access points/switches/routers
    • Microsoft Power BI
    • Microsoft Intune/Autopilot
    • Microsoft Teams and Teams Voice
    • Microsoft Office 365 and SharePoint
    • Logitech and Polycom AV solutions
    • Skills and Abilities:
    • Must have a high level of organizational and communication skills.
    • Strong problem-solving abilities required.
    • Must be able to self-manage and prioritize tasks.
    • Must be able to handle stress and job demands.
    • Must be able to cooperatively work with others.
    • Must have reliable transportation.
    • Display an interest in career development, continual education, and a desire to create and implement innovative solutions.
    • Exercise the highest ethical standards.
    • Successful completion of a criminal background check and drug screening.
    • PHYSICAL DEMANDS/WORKING CONDITIONS:
    • The physical activities described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions and expectations.
    • Individuals in an office-based position will encounter ambient room temperatures, fluorescent lighting, and will be expected to operate traditional office equipment as found in any typical office environment. Individuals may need to sit at a desk or table for long periods of time. An office worker may also be expected to spend long hours in front of a computer screen. A person in this position can be expected to reach over shoulder heights; crouch or stoop below the waist; experience repetitive wrist, hand, or finger movement; occasionally lift up to 50 pounds depending on the position.
    • Additional Job Description
    • Additional Job Description
    • Education and Experience:
    • Bachelor's Degree in related field or equivalent experience in technology support, network administration, and support activities in multi-user network environments.
    • 3+ years of experience in desktop support.
    • 3+ years of experience in networking support.
    • Experience with desktop support and imaging tools.
    • Experience with the following technologies is a plus:
    • AirWatch MDM
    • Meraki access points/switches/routers
    • Microsoft Windows Server 2008 R2 – Server 2016
    • Microsoft RDS Services
    • Microsoft DFS, DHCP & DNS Services
    • Microsoft Dynamics SL
    • Microsoft Skype for Business
    • Microsoft Office 365, CRM, Lync, SharePoint
    • Microsoft SQL Server
    • Microsoft System Center Configuration Manager
    • ShorTel PBX/Call Center/ Telephony Equipment
    • VMWare vSphere
    • Skills and Abilities:
    • Must have high level of organizational and communication skills.
    • Strong problem solving abilities required.
    • Must be able to self-manage and prioritize tasks.
    • Must be able to handle stress and job demands.
    • Must be able to cooperatively work with others.
    • Must have reliable transportation.
    • Display an interest in career development, continual education, and a desire to create and implement innovative solutions.
    • Exercise the highest ethical standards.
    • Successful completion of a criminal background check and drug screening.
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