HIRECLOUT
Senior Manager, IT Technical Services (ONSITE 5x a week)
HIRECLOUT, Oxnard, California, United States, 93033
Senior Manager, IT Technical Services (ONSITE 5x a week) 4438
This range is provided by HIRECLOUT. Your actual pay will be based on your skills and experience talk with your recruiter to learn more. Base pay range
$150,000.00/yr - $160,000.00/yr 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
Bachelors 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. #J-18808-Ljbffr
This range is provided by HIRECLOUT. Your actual pay will be based on your skills and experience talk with your recruiter to learn more. Base pay range
$150,000.00/yr - $160,000.00/yr 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
Bachelors 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. #J-18808-Ljbffr