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IT Service Support Manager
2 months ago
Our client, a leading government-related organization, is seeking a highly skilled and experienced IT Service Support Manager to lead their IT Helpdesk and Desktop Support team.
The ideal candidate will have a strong background in endpoint and applications support, with expertise in Windows, MacOS, iOS, Android, and virtual desktop infrastructure.
The IT Service Desk Manager will be responsible for managing end-user computing management platforms and ensuring the effective delivery of IT support services.
Key Responsibilities:- Manage and oversee the daily operations of the IT Helpdesk / Desktop Support Team, ensuring high-quality support for endpoint devices and applications.
- Provide leadership and guidance to the IT Helpdesk / Desktop Support team, fostering a culture of excellence and continuous improvement.
- Ensure timely and effective resolution of support requests for Windows, MacOS, iOS, Android, and virtual desktop infrastructure.
- Oversee the management of end-user computing platforms and Microsoft Office 365.
- Implement and maintain ITIL V3 foundation best practices for incident, problem, and change management.
- Develop and monitor key performance indicators (KPIs) to ensure optimal service delivery and customer satisfaction.
- Handle major incident and problem management, coordinating with relevant stakeholders to resolve issues promptly.
- Collaborate with other IT teams and departments to ensure seamless support and integration of IT services.
- Stay current with emerging technologies and industry trends to enhance support services and recommend improvements.
- Prepare and maintain documentation, including support procedures, knowledge base articles, and reports.
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Proven experience in managing an IT Helpdesk, Service Desk or Desktop Support team.
- Strong technical expertise in endpoint and applications support for Windows, MacOS, iOS, and Android.
- Experience with virtual desktop infrastructure support and end-user computing management platforms.
- Proficiency in Microsoft Office 365 administration.
- Excellent leadership, communication, and interpersonal skills.
- Strong problem-solving abilities and a customer-focused attitude.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
- ITIL V3 foundation certification and experience in major incident and problem management are desirable.
