Service Manager – WPS

Role : Service Manager – WPS
Location : Dallas, TX
Duration : 6 Months CTH
Rate : 55/hr.

Job Description:

The Service Manager oversees and coordinates a range of critical IT services including Deskside and Service Desk functions, 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:

1. Team Leadership:

• Supervise and lead a team of professionals responsible for SCCM, Tools, VDI, and Security Services, also train, and mentor Deskside Support Technicians and Service Desk Agents.
• Foster a positive and collaborative work environment within the team.
• Provide training, mentorship, and support to team members.
• Drive Innovation and Transformation
2. Service Desk Management:
• Oversee the daily operations of the Service Desk, including call management, ticket routing, and issue resolution.
• Monitor and improve service desk KPIs, such as response and resolution times.
• Implement and maintain incident and request management processes.
3. Deskside Support Management:
• Manage on-site technical support for end-users, including hardware and software troubleshooting.
• Ensure timely response to on-site requests and prioritize tasks based on impact and urgency.
• Manage hardware and software inventory and maintenance.
4. End-User Support:
• Collaborate with end-users to understand their IT needs and issues, ensuring a high level of customer satisfaction.
• Escalate complex technical issues to appropriate teams and ensure follow-up and resolution.
• Identify opportunities for process improvement and user education.