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Job Description
We are seeking an IT Support Services Manager for a permanent/direct hire role in Denver, CO. This will be a hands-on IT Service/Help Desk Manager role where you will be responsbile for managing a team of IT Service Desk/Help Desk technicians and may have to assist with IT Support Service duties in the even of higher than normal ticket volume/service requests and/or employee coverage in the even of vacation or absence.
This full time/permanent role will start off remote, but will need to come in to the office in downtown Denver occasionally and as needed, so candidates local to the Denver area are encouraged to apply. This role will eventually return to an onsite/in office role in downtownDenver.In this role you will:
- Schedule IT Support ServiceAnalysts shifts including making adjustments to schedules as necessary due to personal and/or sick absences and to accommodate analyst vacation schedules.
- MonitorSupport Services ticketing system metrics for issues of timely ticket entry and closing, individual analyst performance issues, call volume by date/day/time for the purpose of optimizing shift times and staffing levels, and reporting Support Services Unit overall performance and volume to management.
- Provides Support Services metrics reports to the IT Director and CIO on a monthly basis or upon request.
- Drafts performance plans and provides individual feedback to Support Services analysts on those plans including discussing the plan with staff when it is issued, doing at least one mid-year plan review, and providing the final plan review and performance assessment.
- Works with the IT Director and HR department to announce open help desk positions, interview applicants, review options for hiring, and make hires.
- Works with the IT Director to identify performance issues, draft and implement plans for addressing such issues, and works directly with the employee in question to manage adherence to the plans.
- Interfaces with the IT Director to identify logistical and financial issues with Support Services Unit operations and brainstorm possible solutions for consideration by the IT Department management team.
- Interfaces with the IT Project and Operations Support Analyst to escalate help desk tickets to the Escalation Team and to communicate and document resolution of said issues from the IT Project and Operations Support Analyst back to help desk staff.
- Provides mentoring and support for Support Services analysts on technical questions and issues.
These are areas where you may need to step in to provide support in the event of higher than normal ticket count and/or absence of employees:
- Provides telephone and email based responses to help desk requests.
- Provides desk side support as necessary for help desk requests.
- Maintains personal queue of help desk tickets, such maintenance including:
- timely entry of tickets into the help desk ticketing system,
- timely closing of tickets in the help desk system,
- follow up on entered tickets including updating the notes section to ensure that all relevant information regarding servicing of the ticket has been entered, and following up on ticket status with the affected end user.
- Participates in team support of the copier and printer fleets including troubleshooting problems, interfacing with support vendors through ticketing systems and/or phone support, assisting end users with advanced functions, and maintaining consumable installations and inventories.
- Provides support for applications, including troubleshooting application functionality, connectivity, and/or hardware issues.
- Provides hardware support for mobile devices including cell/smart phones, tablets, and laptops.
- Monitors systems accessibility and escalates outages to the appropriate resources as necessary.
- Communicates outage statuses in a manner and basis as outlined in the Network After Hours Outage policy.
Qualifications
- High school diploma or GED required.Four-year college degree preferred, equivalent work experience considered.
- Experience as an IT Service Desk and ITService Desk Managerpreferred, as is experience within aprofessional services environment.