What are the responsibilities and job description for the Information Technology Service Delivery Manager position at YASH Technologies?
Role: IT Service Delivery Lead
Location: Shoreview, MN
Type: Contract
This is Day 1 Onsite job in Shoreview, Minnesota.
Job Summary:
This is a fantastic opportunity for a talented, customer service driven individual, with broad technical infrastructure exposure, to join our diverse team and advance your career in IT working for a manufacturing business producing globally renowned products.
The IT Service Delivery Lead is a ‘hands-on’ role ultimately to be located at our brand new Manufacturing facility in Minnesota reporting to the Global ITManager for IT Service Delivery and Infrastructure and will partner with our Global MSP for technical escalations. This role will provide exceptional customer service to our colleagues based both onsite and remotely,troubleshooting and resolving tickets relating to computer hardware, software, mobile devices, networking, printers and other technology.
Key Responsibilities:
- The role will include (but not limited to):
- Prioritize and respond to Service Desk requests and tickets in the ITSM tool in adherence to established SLAs
- Identify and escalate complex Incidents and Problems in accordance with ITIL methodology
- Provide outstanding onboarding/offboarding customer experience for new starters/leavers
- Provide technical and troubleshooting assistance related to Microsoft Windows endpoints, Office 365 and other desktop applications
- Receive, configure, support, and deploy computer hardware, phone systems, software, mobile devices, printers, networking devices and other technology tools and products
- Execute tasks efficiently whilst maintaining strong discipline and adherence to company security policies and standard operating procedures
- Strong focus on data and metrics to drive standardization, continuous improvement and eradication of single points of failure
- Contribute to and maintain global documentation and knowledge base
- Oversee and manage small infrastructure project tasks and 3rd parties
- Occasional travel to other US sites (up to 10%)
