What are the responsibilities and job description for the IT Services Manager position at Quantum World Technologies Inc?
The IT Services Manager plays a crucial role in overseeing and coordinating essential IT services such as Deskside and Service Desk functions, SCCM (System Center Configuration Manager), Tools Management, VDI, Exchange (Virtual Desktop Infrastructure), and Security Services. This leadership position involves managing a talented team, optimizing processes for better efficiency, and ensuring the secure operation of these services. The IT Services Manager reports to the IT SDM and works closely with various cross-functional IT and operations teams.
Key Responsibilities :
- Team Leadership :
- Supervise and lead a team focused on SCCM, Tools, VDI, and Security Services; provide training and mentorship to Deskside Support Technicians and Service Desk Agents.
- Create a positive and collaborative work environment.
- Encourage innovation and transformation within the team.
- Service Desk Management :
- Oversee daily operations of the Service Desk, ensuring effective call management and issue resolution.
- Monitor and improve key performance indicators such as response and resolution times.
- Implement and maintain incident and request management processes to enhance efficiency.
- Deskside Support Management :
- Manage on-site technical support for end-users, providing timely hardware and software troubleshooting.
- Prioritize tasks based on impact and urgency to ensure quick response to on-site needs.
- Maintain an organized inventory of hardware and software.
- End-User Support :
- Engage with end-users to understand their IT needs and concerns, ensuring high customer satisfaction.
- Facilitate escalation of complex technical issues to relevant teams for timely resolution.
- Identify opportunities for process enhancements and user education.
- Problem Resolution :
- Proactively address recurring issues and develop long-term solutions.
- Maintain a comprehensive knowledge base for common issues and their solutions.
- Work collaboratively with other IT teams to resolve complex technical challenges.
- SCCM Management :
- Oversee the design, deployment, and maintenance of SCCM infrastructure.
- Ensure effective software distribution, patch management, and endpoint configuration.
- Partner with application owners for seamless software packaging and deployment.
- Tools Management :
- Maintain and manage IT tools and applications, ensuring they are operational to support IT and business functions.
- Evaluate and recommend new tools to enhance service delivery.
- VDI (Virtual Desktop Infrastructure) Management :
- Oversee design, deployment, and maintenance of the VDI environment.
- Ensure virtual desktops and applications are secure, available, and optimized for performance.
- Collaborate with end-users and application teams for effective VDI support.
- Security Services :
- Work with the IT security team to implement security policies and practices.
- Conduct regular security assessments and audits for managed components.
- Lead remediation efforts in response to security incidents.
- Vendor and Asset Management :
- Manage relationships with vendors providing software, hardware, and services.
- Oversee asset inventory records and ensure optimal asset lifecycle management.
- Help manage budgets for service-related expenses effectively.
- Documentation and Reporting :
- Maintain complete and accurate documentation for all managed services.
- Generate regular reports on service performance, security incidents, and compliance.
- Continuous Improvement :
- Identify and implement opportunities for process improvement and cost reduction.
- Lead initiatives aimed at enhancing overall service quality.
Qualifications :
