Power Design
IT Support Manager
The IT Support Manager is responsible for overseeing and improving the continued operations of the World Class PDI Help Desk team known as ATLAS (All Things Logistics And Support). In order to perform this role successfully, the IT Support Manager will need to efficiently perform the following:
Roles and Responsibilities
Ensure SLAs as defined by management are met within all Ticket Queues in JSM Ensure proper handling and routing of phone calls received by the PDI Help Desk Ensure walks ups to ATLAS receive +1 service in a timely fashion Conduct one on one touchbases with direct reports on a regular basis Identify any reoccurring tasks not yet captured within the JSM and update the PM Confluence Documentation and Jira automation for tracking purposes Identify, create and/or update any gaps in Confluence knowledge base in regards to ticket resolution Maintain appropriate canned responses for ticket resolution Provide data on ticket numbers and details as requested by management Communicate any issues/concerns/suggestions to improve any of the areas of responsibilities listed above to the Director of IT Experience Other Duties as Assigned
At Power Design, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. Power Design believes that diversity and inclusion among our teammates is paramount to our success as a national company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool nationwide
The IT Support Manager is responsible for overseeing and improving the continued operations of the World Class PDI Help Desk team known as ATLAS (All Things Logistics And Support). In order to perform this role successfully, the IT Support Manager will need to efficiently perform the following:
Roles and Responsibilities
Ensure SLAs as defined by management are met within all Ticket Queues in JSM Ensure proper handling and routing of phone calls received by the PDI Help Desk Ensure walks ups to ATLAS receive +1 service in a timely fashion Conduct one on one touchbases with direct reports on a regular basis Identify any reoccurring tasks not yet captured within the JSM and update the PM Confluence Documentation and Jira automation for tracking purposes Identify, create and/or update any gaps in Confluence knowledge base in regards to ticket resolution Maintain appropriate canned responses for ticket resolution Provide data on ticket numbers and details as requested by management Communicate any issues/concerns/suggestions to improve any of the areas of responsibilities listed above to the Director of IT Experience Other Duties as Assigned
At Power Design, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. Power Design believes that diversity and inclusion among our teammates is paramount to our success as a national company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool nationwide