Technical Services Manager

Technical Services Manager

Genesis10 is currently seeking a Technical Services Manager for a direct hire role with a major law firm in Milwaukee, WI. The Technical Services Manager is responsible for the delivery of end-user support services including Help Desk, end-user computing, and audio-visual services. This includes responsibility for managing all procedures related to identification, prioritization and resolution of incidents, problems, and service requests. The Manager also analyzes support data to detect trends and proactively identify opportunities for improvement, eliminate issues, or enhance services. The Technical Services Manager is also responsible for the end-user computing environments including computers, desktop software, patches, anti-virus, printers, and audio-visual support services.

Responsibilities:

• Serve as the Incident Management process owner to develop processes and provide oversight for tracking and working incidents to conclusion based on criticality, SLAs and quality standards.
• Serve as the Problem Management process owner to analyze support data and work with all IT support teams to identify and resolve underlying root causes that are driving support demand.
• Administer the service request processes for Add, Move, and Change of user access, end user computers, software, phones, and printers including procurement and provisioning.
• Manage end user computer environment and the user experience to include desktop computing systems and applications including planning lifecycle refresh and regular upgrades.
• Manage process for communicating outage/emergency activities to the organization.
• Provide overflow capacity and coverage when needed on the help desk and in the delivery of end-user support services.
• Determine overall strategy for SCCM and other tools to manage all end-user computer hardware and shrink wrap applications including deploying regular updates and patches.
• On an as needed basis, provide direct hands-on support, troubleshooting, installation and configuration of various computer systems (e.g. desktops, printers, and phones).
• Managing audio/video conferencing setup for both in-house & offsite events.
• Manage and administer the help desk ticketing application.
• Analyze and report on service performance using metrics and KPI\'s to the IT department and others as required to improve services and the user experience.
• Manage and lead the Help Desk and end user computing staff to include hiring, training, coaching, and evaluating performance.
• Assists in the development of Help Desk and client computing operating and capital budgets.

Qualifications:

• Bachelor\'s Degree
• 5 years of information technology experience.
• 2 years of management/supervisory experience.
• Proficient in supporting MS Office, PC, VDI, VoIP, smart phones, printers, MFD\'s, and AD user administration.
• Experience producing and analyzing...

Genesis10 is an Equal Opportunity Employer/Minorities/Female/Disabled/Veteran