IT Service Desk Manager
TRILLIUM HEALTH RESOURCES•Remote in North Carolina, NC, US, NC
•$81,159 - $113,115•Remote
About The Position
Trillium Health Resources has a career opening for an IT Service Desk Manager to join our team! The IT Service Desk Manager is responsible for developing and delivering one or more IT services to an internal or external customer. The role is accountable for designing, building, and enhancing the service, as well as service delivery. The role also works with business leaders to align business needs, support infrastructure and architectures, technology initiatives, and external providers to select, operationalize, and maintain information technologies.
Requirements
- Associate’s degree in Information Technology, Computer Science, Computer Engineering, MIS, Business, or similar disciplines and three (3) years’ experience in: PC software and hardware installation and troubleshooting, TCP/IP Fundamentals, Windows Operating Systems and Microsoft Office Products (Windows 10, MS Office 2019, or M365), Endpoint security, protection, and best practices (virus scan anti-malware, software security updates, threat detection tools and security incident response); OR Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, MIS, Business, or similar disciplines and one (1) year experience in: PC software and hardware installation and troubleshooting, TCP/IP Fundamentals, Windows Operating Systems and Microsoft Office Products (Windows 10, MS Office 2019, or M365), Endpoint security, protection, and best practices (virus scan anti-malware, software security updates, threat detection tools and security incident response); OR Equivalent combination of education/experience.
- Must have a valid driver’s license.
- Must reside within North Carolina.
- Must be able to travel within catchment as required.
Nice To Haves
- Supervision of two (2) or more employees
- Experience with two (2) or more of the following: Email concepts and troubleshooting, Advanced phone skills (Call transfers, Call forwarding, Directory lookups, Voicemail, Conferencing, Call queues, or Dial Plans), Video / teleconferencing equipment (Cisco Telepresence), Basic home networking (Cable Modem, Wireless, Routers, DSL, WIFI), Current cell phone technology and how to manage devices (Mobile Device Management MDM), Cloud resources (Azure, AWS, Private Clouds, IAAS, SAAS, PAAS, or IdAAS), ITIL V3 standards, Industry standard project management principles (PMI/PMP), IT systems security standards (HIPAA, NIST, CIS, CMMC, ISO, or COBIT)
- One or more certifications such as PMP, ITIL v3, CCNA/CCNP, MCSE, PMP, AWS, Azure.
Responsibilities
- Develop the service strategy for one or more services in the IT organization
- Review business requests for service enhancements and undertake cost evaluation, standards reviews, and prioritization
- Contribute service descriptions and service-level agreements (SLAs) for specific services to the organization’s service catalog
- Interact with technology brokers/vendor managers to identify and evaluate new technology products for their services
- Set up, manage, and evaluate end to end Service Desk processes and workflows
Benefits
- Health Insurance with no premium for employee coverage
- Flexible Spending Accounts
- 24 days of Paid Time Off (PTO) plus 12 paid holidays in your first year
- NC Local Government Retirement Pension (defined-benefit plan)
- 401k with 5% employer match and immediate vesting
- Public Service Loan Forgiveness (PSLF) qualifying employer
- Quarterly stipend for remote work supplies
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
