Service Manager – WPS (Z160)

Gracemark Solutions•Dallas, TX

About The Position

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.

Requirements

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).

Nice To Haves

Relevant certifications, such as CompTIA Security+, ITIL, or vendor-specific certifications, are a plus.

Responsibilities

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 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.
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.
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.
Problem Resolution: 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.
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. Lead and support service enhancement initiatives.