IT Service Center Manager
Location: Livingston, CA
Contract to hire opportunity
Our client is seeking an experienced IT Service Center Manager to plan, organize, manage, monitor, improve and control all activities associated with the 24X7 Help Desk, customer computing platforms, remote site computing services and audio/visual systems support. The IT Service Center Manager will be responsible to successfully meet IT customer requirements through the effective planning and managing of all customer computing platforms and technology, response to and resolution of issues related to business systems and customer computing technology utilized across all client sites and will provide timely, accurate issue resolutions and/or support for all IT customers through the Help Desk, remote IT engineers and 3rd party resources.
- 5-10 years direct experience in managing computer operating systems, Help Desks and/or IT Security.
- Strong experience in managing multiple technical projects.
- Excellent interpersonal and management skills.
- Ability to teach/mentor and educate staff in IT systems capabilities and best practices.
- Degree in Computer Science or related field
- Experience managing Business Systems in SAP/ERP environment is a plus.
- Must be available for occasional travel
Customer Computing Support: Coordinate the timely, efficient and effective support activities for all end user computing platforms. Manage the software licensing of all desktop applications. Manage the continuous replacement/refreshing of end user computing technology.
Help Desk: Direct the timely, efficient and effective support of all computing customers. Provide resolution to customers reported issues either within the Help Desk or through escalation of the issue to internal of external IT resources. Ensure that all phases of help desk support are coordinated monitored, logged, tracked, resolved and reported appropriately
Remote IT Engineer support: Direct the efficient and effective execution of activities of IT and 3rd party Engineers in remote facilities, both daily support and project-associated activities. This includes remote support for all IT functions (e.g. LAN, WAN, desktop, computing platforms and efforts required by Business Systems).
Develop all relevant policies for each of the above areas and monitor compliance with these policies. Develop and continuously improve the service levels of the above areas, balancing cost and service level.
Human Resources Management:
Manage (plans, directs and measures) the work assignments of the Service Center and Customer Computing support staff. Develop staff development and career plans and provide appropriate development opportunities for the assigned staff. Serve as a role model, mentor and coach for assigned team. Build teamwork and commitment to IT Department goals and values. Initiate personnel actions to hire, promote or terminate assigned staff members. Evaluate and recommend organizational structure changes to improve the service level, efficiency and effectiveness of assigned functions.
Planning and Organizing:
Manage the planning, execution and support of the assigned functions. Insure plans are in accordance with overall corporate strategic plans. Evaluate, design and implement cost effective solutions, ensuring that solutions are evaluated from a long-term perspective. Coordinate capacity planning activities for all assigned areas and take action as needed, building future needs into expense/capital budgets. Insure plans are understandable and actionable by Sr. Management. Insure detailed task plans are consistently developed and utilized for all projects, and develop and implement other project controls as necessary to insure their accurate and timely completion.
Communicate effectively and frequently with Business Management, IT management, peers, subordinates and clients. Develop and make effective presentations to IT and Business Management regarding topics in the assigned functions. Consult with IT staff and user organizations regarding the most effective use of tools, products and services of assigned functions. Function as the Issue Resolution Manager on issues requiring coordination amongst various business and IT groups. Proactively and fully communicate status of issues in business, rather than IT terms.
Please contact Bhavna Khanna at 925 627 4981 or email [email protected] for any questions