Service Manager - Service Desk - WPS

This range is provided by Zensar Technologies. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$/yr - $/yr

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Looking for a workplace where people realize their full potential, are recognized for the impact they make, and enjoy the company of the peers they work with? Welcome to Zensar! Read on for more details on the role and about us.

Zensar is offering an excellent opportunity for a Service Manager to advance your career and achieve your goals. Their amazing benefits include a competitive salary, strong benefits package, and a friendly work environment.

Job Description:

The Service Manager oversees and coordinates a range of critical IT services including Deskside and Service Desk functions, SCCM (System Center Configuration Manager), Tools Management, VDI, Exchange (Virtual Desktop Infrastructure), and Security Services. This role involves managing a team, optimizing processes, and ensuring the efficient and secure operation of these services. The Service Manager reports to the IT SDM and collaborates with cross-functional IT and operations teams.

Key Responsibilities:

• Supervise and lead a team of professionals responsible for SCCM, Tools, VDI, and Security Services, also train, and mentor Deskside Support Technicians and Service Desk Agents.
• Foster a positive and collaborative work environment within the team.
• Provide training, mentorship, and support to team members.
• Drive Innovation and Transformation
• Service Desk Management:
• Oversee the daily operations of the Service Desk, including call management, ticket routing, and issue resolution.
• Monitor and improve service desk KPIs, such as response and resolution times.
• Implement and maintain incident and request management processes.
• Manage on-site technical support for end-users, including hardware and software troubleshooting.
• Ensure timely response to on-site requests and prioritize tasks based on impact and urgency.
• Manage hardware and software inventory and maintenance.
• End-User Support:
• Collaborate with end-users to understand their IT needs and issues, ensuring a high level of customer satisfaction.
• Escalate complex technical issues to appropriate teams and ensure follow-up and resolution.
• Identify opportunities for process improvement and user education.
• Problem Resolution:
• Proactively identify recurring issues and work on long-term solutions to prevent them.
• Maintain a knowledge base for common issues and solutions.
• Collaborate with other IT teams to resolve complex technical problems.
• SCCM Management:
• Oversee the design, deployment, and maintenance of the SCCM infrastructure.
• Ensure software distribution, patch management, and endpoint configuration are effectively managed.
• Collaborate with application owners to facilitate software packaging and deployment.
• Tools Management:
• Manage and maintain IT tools and applications, such as monitoring solutions, asset management, and helpdesk software.
• Ensure tools are available and operational to support IT and business functions.
• Evaluate and recommend new tools as needed.
• VDI (Virtual Desktop Infrastructure) Management:
• Oversee the design, deployment, and maintenance of the VDI environment.
• Ensure virtual desktops and applications are available, secure, and optimized for performance.
• Collaborate with end-users and application teams to provide VDI support.
• Security Services:
• Collaborate with the IT security team to ensure security policies and practices are implemented within the services managed.
• Conduct regular security assessments and audits for SCCM, Tools, and VDI components.
• Respond to security incidents and lead remediation efforts.
• Warehouse Management (if applicable):
• Manage IT equipment and inventory stored in the warehouse.
• Ensure equipment is readily available for deployments and maintain accurate inventory records.
• Collaborate with procurement for equipment procurement and disposal.
• Vendor and Asset Management:
• Manage vendor relationships for software, hardware, and services…