Manager of IT Support Services Direct Hire Opening in San Diego (Rancho Bernardo) Key Requirements: Must Have ITIL v3 Certification Must have a minimum 3 years Helpdesk Ticketing Systems experience (such as BMC Footprints) providing Internal Software Support (must have run a helpdesk/ service desk) Must Have 5 years of Supervisory/ Managerial experience (PMP Certification highly preferred) There will be 6 reports to this position in total including a Sys Admin, a Tech Analyst, a Tech Lead and 3 Technicians. There are 300 employees in the San Diego headquarters and Internal Support will be provided to all of these. Benefits for the position are excellent including providing 100% Medical and Dental coverage for employee and family and 401k plan which is vested from day 1. Qualifications: BS/BA degree in IT or Business Management, technical certifications or equivalent preferred. Minimum of 5 years related work experience managing or supervising in a Support/Help Desk environment required. Ability to make independent decisions and judgments in keeping with the level of the position. To plan, prioritize, balance, and review a variety of projects that must be completed simultaneously and on time. Experience with a Help Desk ticketing system such as BMC Footprints (preferred), Remedy or ServiceNow. Project Management experience required. Exemplary problem solving and analytic skills with the ability to apply knowledge outside of ones immediate functional area. Maintains an awareness of developing technologies and their application and takes some responsibility for personal development. Experience working with supporting technologies, including, but not limited to, remote assistance, Active Directory, Group policies, Windows 7, MS Office, Office365 and MS Systems Center Configuration Manager (SCCM). Substantial knowledge of and experience with key elements of Service Desk Management, Call Center management and Change Management. ITIL v3 certification and/or formal training in ITIL/ITSM preferred, along with equivalent work experience. HDI certification preferred. PMP, PMI or other appropriate Project Management certifications. Scope of Position: The Manager of IT Support Services will manage a team of Support Desk Technicians by providing daily direction, performance monitoring, mentoring and coaching. This position ensures the delivery of outstanding service request fulfillment, IT procurement support, incident management, problem management and escalation management for our multi-location and remote-user environments. Responsibilities: Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues. Participates in testing and user acceptance activities in an effective, efficient manner for smoother rollouts and or change management when appropriate. Oversees a group of technicians responsible for scheduling, prioritization and timely completion of service tickets and escalations. Utilizing the enterprise ticketing system to gauge productivity of the team and to ensure that tickets are within acceptable service level agreement limits. Performs staff scheduling to ensure Support Desk coverage during normal business hours, peak periods, extended evening shift and weekend and holiday support as required. Planning, assigning, directing, and evaluating the work of personnel engaged in customer support. Manages the Support Desk staff including providing input for performance appraisals, promotions, hiring and disciplinary actions. Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. For additional details re
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In 2015, our company once again was named to FORTUNE® magazine's list of "World's Most Admired Companies." (March 1, 2015).
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*Req ID:* 00400-130080
*Functional Role:* Help Desk/Tech Support Mgr
*Country:* USA
*State:* CA
*City:* San Diego
*Postal Code:* 92128
*Compensation:* $85,909.99 to $105,000.00 per year
*Requirements:* Intermediate BMC Tools, Intermediate ITIL (IT Infrastructure Library), None.