IT Service Desk Manager

🕒 Agosto 6

🏄 California – Remoto

🏄 California – Remote

💵 $95.000 - $120.000 / ano

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

👔 Gerente

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Carrington Holding Company, LLC

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2003

🏠 Imobiliário

💸 Finanças

🤝 B2B

Real Estate • Finance • B2B

A CarringtonCrisp é uma empresa de consultoria que faz parcerias com universidades e escolas de negócios para oferecer insights e soluções imaginativas e orientadas por dados. Eles se concentram em oferecer abordagens únicas para o cenário educacional em constante mudança, utilizando inteligência, insight e criatividade. Conhecida por sua análise objetiva, a CarringtonCrisp ajuda as instituições educacionais a conquistar novas perspectivas e atingir seus objetivos. Seu trabalho é reconhecido por injetar energia e oferecer novos pontos de vista, garantindo que as instituições permaneçam relevantes e eficazes em suas ofertas educacionais.

Descrição

• Lead, coach, develop, and manage Sr. Desktop Technicians, Desktop Support Technicians, and other Service Desk personnel • Establish team goals, performance expectations, and operational metrics • Conduct performance evaluations and create development plans • Oversee staffing, scheduling, workload distribution, and resource allocation • Direct day-to-day Service Desk and Desktop Support operations • Monitor service requests, incidents, escalations, and problem resolution against SLAs • Serve as the primary escalation point for complex technical and operational issues • Maintain Service Desk processes, procedures, standards, and documentation • Analyze service trends and implement corrective actions • Oversee desktop, laptop, mobile-device, peripheral, and endpoint lifecycle management • Manage imaging, software packaging, operating-system deployment, patch management, and device provisioning • Oversee user-account administration and access management • Improve efficiency through automation, standardization, self-service, and process enhancements • Partner with Infrastructure, Information Security, Applications, and Business Technology teams • Participate in IT projects and support end-user adoption • Oversee IT asset lifecycle management, software license compliance, and vendor support • Assist with Service Desk budget planning and forecasting • Develop and present operational reports and service metrics to IT leadership • Ensure compliance with policies, security standards, audit requirements, SSAE18, and NIST requirements • Support biannual disaster recovery testing for Service Desk and end-user computing • Partner with the VP of IT Operations on strategy, risks, resource needs, and team performance

🎯 Requisitos

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field; equivalent combination of education and experience may be considered • Seven or more years of progressive IT support, desktop support, or Service Desk experience • Three or more years of supervisory, team lead, or management experience leading technical support teams • Experience managing Service Desk operations, ticketing systems, SLAs, and end-user support organizations • Experience with Microsoft Windows administration, desktop deployment, endpoint management, and troubleshooting • Experience administering and supporting Microsoft 365 technologies and enterprise productivity applications preferred • Experience with IT asset management, software distribution, patch management, and endpoint management platforms • Experience with network troubleshooting and working knowledge of TCP/IP, LAN/WAN, wireless networking, and related technologies • ITIL Foundation certification preferred • Microsoft, CompTIA, HDI, or other relevant industry certifications preferred • Prior experience as a Sr. Desktop Technician or comparable senior desktop/service desk support role highly desirable

🏖️ Benefícios

• Comprehensive healthcare plans for you and your family • Discretionary 401(k) match of 50% of the first 4% of pay contributed • Fitness, restaurant, retail, and other employee discounts • Customized training programs • Employee referral bonuses • Educational Reimbursement • Carrington Charitable Foundation community-support initiatives