IT Service Assistant Manager

Terrible's•Las Vegas, NV

About The Position

The IT Service Assistant Manager supports the IT Service Manager in leading the daily operations of the IT Service team to ensure reliable, efficient, and customer‑focused delivery of IT services. This role oversees service operations, drives continuous improvement initiatives, mentors team members, and collaborates with cross‑functional stakeholders to enhance service quality, system availability, and overall user satisfaction. The Assistant Manager plays a key role in aligning the team with organizational goals while fostering a culture of professionalism, accountability, and operational excellence.

Requirements

Must be at least 21 years of age.
Bachelor’s degree in computer science, Information Technology, or a related field is preferred.
Minimum of 4 years of experience as an IT Field Technician or in a similar role, with a strong emphasis on process improvement and customer service.
Proficiency in troubleshooting technical and process-related issues.
Solid understanding of network, PC, and server operating systems, hardware, protocols, and industry standards.
Familiarity with ITIL IT Service Management processes.
Ability to obtain ITIL Foundations Certification within 12 months of employment.
Demonstrated commitment to customer satisfaction with a strong ability to follow through.
Desire to develop and enhance leadership capabilities.
Proven ability to thrive in a team-oriented, collaborative environment.
Highly organized, detail-oriented, self-motivated, and capable of managing competing priorities in a fast-paced environment.
Calm and composed under pressure, with sound decision-making skills that align with team and organizational objectives.
Ability to handle all interactions with professionalism, respect, and courtesy.
Strong dedication to personal accountability and continuous improvement.
Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals.
Ability to read and communicate verbally in English.
Written communication skills in in English may also be required.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Employees must be able to qualify for licenses and permits required by federal, state and local regulations.
While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear.
Specific vision abilities required by this job include close vision, color vision, and peripheral vision.
The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.
Must be able to access and navigate each department at the organization’s facilities with reliable transportation.

Responsibilities

Supervise, coach, and support IT Service team members, including oversight of performance evaluations, professional development, and corrective actions when required.
Manage staffing levels, scheduling, and coverage— including after-hours, weekends, and holidays as needed.
Promote a positive team culture focused on collaboration, service excellence, and continuous improvement.
Oversee daily IT Service operations to ensure service requests, incidents, and escalations are addressed efficiently and meet established service levels.
Ensure adherence to IT policies, procedures, and industry standards, including ITIL-aligned processes.
Monitor operational metrics such as SLA compliance, ticket volume, backlog, and customer satisfaction, and implement improvements where needed.
Partner with internal teams and external vendors to ensure timely and effective resolution of incidents and service needs.
Identify opportunities to optimize workflows, enhance customer experience, and improve operational efficiency.
Support the development, documentation, and enforcement of policies, procedures, and standards across IT Service operations.
Lead or participate in development and execution of continuous improvement initiatives and ITSM process enhancements.
Ensure team members follow best practices in troubleshooting and resolving technical issues related to hardware, software, network systems, and user access.
Assist with system analysis activities, including gathering functional requirements and coordinating with technical resources.
Oversee implementation of updates, deployments, or changes that support system functionality and service reliability.
Perform project coordination duties, ensuring assigned tasks are completed on time and within scope.
Communicate effectively with key business stakeholders to understand requirements, manage expectations, and ensure alignment of IT services with organizational priorities.
Support vendor management efforts related to equipment, software, or third‑party service providers.