IT Service Manager
Apply NowCompany: InfiCare Software Technologies
Location: Dallas, TX 75217
Description:
- 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.
- 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.
- 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.
- 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.
- 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.