Service Manager – WPS (Z160)

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:

1. • 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

1. Service Desk Management:

1. • 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.

1. Deskside Support Management:

1. • 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.

1. End-User Support:

1. • 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.

1. Problem Resolution:

1. • Proactively identify recurring issues and work on long-term solutions to prevent them.
   • Maintain a knowledge base for common issues and solutions.
   • Collaborate with other IT teams to resolve complex technical problems.

1. SCCM Management:

1. • 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.

1. Tools Management:

1. • 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.

1. VDI (Virtual Desktop Infrastructure) Management:

1. • 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.

1. Security Services:

1. • 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.

1. Warehouse Management (if applicable):

1. • 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.

1. Vendor and Asset Management:

1. • 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.

1. Documentation and Reporting:

1. • Maintain accurate records and documentation for the services managed.
   • Generate regular reports on service performance, security incidents, and compliance.

1. Continuous Improvement:

1. • Identify opportunities for process improvement and cost reduction within the services.
   • Lead and support service enhancement initiatives.

Qualifications:

• Bachelor's degree in IT, Computer Science, or a related field (or equivalent work experience).
• Proven experience in managing IT services, with a focus on SCCM, Tools, VDI, and Security.
• Strong knowledge of IT service management (ITSM) and ITIL best practices.
• Understanding of security principles and experience with security compliance standards.
• Excellent communication, problem-solving, and leadership skills.
• Experience with warehouse and asset management (if applicable).
• Relevant certifications, such as CompTIA Security+, ITIL, or vendor-specific certifications, are a plus.