Service Manager

Position Summary: The Service Manager is responsible for overseeing and coordinating a range of critical IT services, including SCCM (System Center Configuration Manager), Tools Management, VDI, Exchange (Virtual Desktop Infrastructure), and Security Services. This role involves managing a team, optimizing processes, and ensuring the efficient and secure operation of these services. The Service Manager reports to the IT SDM and collaborates with cross-functional IT and operations teams.

Key Responsibilities:

Team Leadership:
Supervise and lead a team of professionals responsible for SCCM, Tools, VDI, and Security Services.
Foster a positive and collaborative work environment within the team.
Provide training, mentorship, and support to team members.
SCCM Management:
Oversee the design, deployment, and maintenance of the SCCM infrastructure.
Ensure software distribution, patch management, and endpoint configuration are effectively managed.
Collaborate with application owners to facilitate software packaging and deployment.
Tools Management:
Manage and maintain IT tools and applications, such as monitoring solutions, asset management, and helpdesk software.
Ensure tools are available and operational to support IT and business functions.
Evaluate and recommend new tools as needed.
VDI (Virtual Desktop Infrastructure) Management:
Oversee the design, deployment, and maintenance of the VDI environment.
Ensure virtual desktops and applications are available, secure, and optimized for performance.
Collaborate with end-users and application teams to provide VDI support.
Security Services:
Collaborate with the IT security team to ensure security policies and practices are implemented within the services managed.
Conduct regular security assessments and audits for SCCM, Tools, and VDI components.
Respond to security incidents and lead remediation efforts.
Warehouse Management (if applicable):
Manage IT equipment and inventory stored in the warehouse.
Ensure equipment is readily available for deployments and maintain accurate inventory records.
Collaborate with procurement for equipment procurement and disposal.
Vendor and Asset Management:
Manage vendor relationships for software, hardware, and services related to SCCM, Tools, VDI, and Security.
Maintain asset inventory records and oversee the asset lifecycle.
Budget management for service-related expenses.
Documentation and Reporting:
Maintain accurate records and documentation for the services managed.
Generate regular reports on service performance, security incidents, and compliance.
Continuous Improvement:
Identify opportunities for process improvement and cost reduction within the services