Location
Oregon City, OR | United States
Job description
J7870
The IT Service Desk Manager will oversee the IT Service Desk and contribute to problem resolution by closing/resolving tickets, giving first class, hands-on support to end users at the desktop level. This included the responsibility of managing all procedures related to the identification, prioritization, and resolution of ender user help requests, including the monitoring, tracking and coordination of help desk functions.
Position Responsibilities and Duties: • Build, grow, and train the Helpdesk team - assist with customer etiquette, best practices, new application knowledge, adherence to SLA etc.
• Manage the processing of incoming support requests to the Helpdesk to ensure courteous, timely, and effective resolution of end user issues
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications
• Lead technical projects including - Image/OS testing, new software rollouts, tenant migration and Azure/Active Directory consistency
• Application support lead for multiple programs including P6, Wrike, Textura, ExakTime, ShareFile, Bluebeam, etc.
• Engage with internal stakeholders to build solid relationships, to identify business requirements, Helpdesk SLA's, and enforce security standards, while supporting infrastructure and cloud technology
• O365/Teams/SharePoint Administrator - create/modify Teams Channels, SharePoint Sites, and creation of distribution groups/shared mailboxes
• ITSM administrator (Freshservice) - setup automation, AI, analytics/monitoring, and create dashboards for management to see trending issues
• Help deploy and manage an IT Asset Lifecycle Management program for end point computing devices
• Deliver frontline technical support for all employees and partners
• Support senior management with business planning to understand staffing and technology needs in order to support the growth of the business
• Establish and implement ITIL standards
• Lead the development and maintenance of a centralized IT support knowledge base within Freshservice including standard operating procedures
• Promote and adhere to a culture of compliance and governance with respect to documentation, reporting, knowledge transfer and training
• Support talent recruiting, development and training programs
• Support and assist highly specialized and cross-functional teams in a fast paced and growing business environment
• Stay current on latest trends in IT Infrastructure and Cloud technologies and promote a culture of innovation and technology awareness
• Analyze and monitor for outages, trends, and global issues with services/applications/networking
• Work alongside other internal IT teams to develop solutions, processes, standards, and best practices that provide optimal business solutions
Minimum Skills or Experience Requirements: • Bachelor's degree in Information Technology, Computer Science, or equivalent experience
• 5+ years of experience working within an IT Support Service environment (experience with renewable energy such as Solar PV, Wind or other forms of power generation desired, but not required
• Knowledge and strong understanding of the ITIL Framework and five core pillars
• Strong understanding of cloud computing capabilities and limitations, business drivers, virtualization technologies, Infrastructure as a Service, Platform as a Service and Software as a Service Cloud delivery models
• Experience building and managing multidiscipline support teams
• Strong Program or Project management skills with experience managing large enterprise company-wide projects, refreshes, rollouts, and migrations
• Experience working with diverse corporate functions and balancing IT and OT requirements
• Experience in vendor selection processes, service negotiations, and managing scopes of work with 3rd party service providers
• Customer escalation and conflict resolution skills required
• Resource planning and mitigation management
• Ability to effectively document and develop standard operating procedures
• Excellent verbal and written communication skills
• Proficient use of Microsoft office tools including but not limited to Word, Excel, Outlook, Sharepoint, Power BI, Azure, Exchange
• Experience using task management tools including but not limited to; MS Teams, Smartsheet, Asana, Jira or others.
• Strong team building and leadership skills
• Energetic, enthusiastic, charismatic
• Entrepreneurial spirit
*This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned
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Swinerton is an Equal Employment Opportunity, Minority, Women, Disability, and Veteran Employer. Our Company is an equal opportunity and affirmative action employer. We have a commitment to provide equal hiring, training, compensation, promotion, transfer, layoff and recall benefits to all individuals without regard to gender, race, color, religion, age, mental or physical disability, medical condition, genetic information, sex, sexual orientation, gender identity and expression, national origin, marital or domestic partner status, veteran status, or any other characteristic protected under federal or state laws or local ordinance or regulation. We are committed to the safety and security of everyone interested in our company-including those who visit us online. Please note that Swinerton will only invite you to submit work history and personal information related to employment through our career portal WorkDay (which requires the set-up of a login) and communication will only come from individuals with an email address ending in @swinerton.com. If you receive fraudulent communication please inform us by emailing
[email protected].
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