IT Service Desk Manager in Columbus, Ohio at Vaco

Date Posted: 9/30/2019

Job Snapshot

Job Description

Technical Support Manager

Columbus, Ohio

Direct Hire

  • The Technical Support Manager will have a "service first" focus along with proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of infrastructure & operations investments.
  • Deliver quality customer service in a professional, helpful and courteous manner.
  • Follow / set support procedures, processes, and documentation pertaining to the technical support initiatives.
  • Position will be responsible for driving process & improvement within the support function as well as the overall technology group.
    • Severity Matrix / Event Management
    • SLA / Metrics reporting & continuous improvement
    • Incident & problem management
  • Provide technical expertise to both desktop and server environments to increase performance, reliability, usability, efficiency, and functionality of the computing environment.
  • Use ticketing system to document, prioritize, and track change requests and incidents
  • Collaborate effectively to ensure all support needs are met.
  • Ability to work independently, determining priorities effectively escalating matters to appropriate resources.

Qualifications

  • Associate's degree in Computer Science or equivalent experience
  • IT / Help Desk Support: 5+ years (Required), minimum 2 years in a management / leadership role
  • Experience with ITIL / Application Lifecycle Management / Infrastructure Lifecycle Management environments (Required)
  • Experience in 3 tiered support model (Preferred)
  • Understanding of common Change Management practices
  • Experience with LAN and WAN environments, including monitoring, identifying, troubleshooting, and resolving basic network failures.
  • Microsoft AD environment: 2 years (Preferred).
  • Experience with Microsoft Exchange preferred
  • Experience installing and configuring hardware/software is preferred.
  • Familiarity with network protocols (DNS, DHCP, SMTP, HTTP)
  • Familiarity with common cloud technologies (AWS / IaaS)
  • Excellent verbal and written communication skills are required
  • Flexibility to work evenings and weekends, as needed for on call rotation and special projects.
  • Beneficial Certifications: A+, NET+, MCP, or MCSA preferred.

Job Requirements

Technical Support Manager Columbus, Ohio Direct Hire The Technical Support Manager will have a “service first” focus along with proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of infrastructure & operations investments. Deliver quality customer service in a professional, helpful and courteous manner. Follow / set support procedures, processes, and documentation pertaining to the technical support initiatives. Position will be responsible for driving process & improvement within the support function as well as the overall technology group. Severity Matrix / Event Management SLA / Metrics reporting & continuous improvement Incident & problem management Provide technical expertise to both desktop and server environments to increase performance, reliability, usability, efficiency, and functionality of the computing environment. Use ticketing system to document, prioritize, and track change requests and incidents Collaborate effectively to ensure all support needs are met. Ability to work independently, determining priorities effectively escalating matters to appropriate resources. Qualifications Associate’s degree in Computer Science or equivalent experience IT / Help Desk Support: 5+ years (Required), minimum 2 years in a management / leadership role Experience with ITIL / Application Lifecycle Management / Infrastructure Lifecycle Management environments (Required) Experience in 3 tiered support model (Preferred) Understanding of common Change Management practices Experience with LAN and WAN environments, including monitoring, identifying, troubleshooting, and resolving basic network failures. Microsoft AD environment: 2 years (Preferred). Experience with Microsoft Exchange preferred Experience installing and configuring hardware/software is preferred. Familiarity with network protocols (DNS, DHCP, SMTP, HTTP) Familiarity with common cloud technologies (AWS / IaaS) Excellent verbal and written communication skills are required Flexibility to work evenings and weekends, as needed for on call rotation and special projects. Beneficial Certifications: A+, NET+, MCP, or MCSA preferred.