Technical Services Manager

Profile

Technical Services Manager

Responsibilities: Serve as the Incident Management process owner to develop processes and provide oversight for tracking and working incidents to conclusions based on criticality, SLAs, and quality standards. Serve as the Problem Management process owner to analyze support data and work with all IT support teams to identify and resolve underlying root causes that are driving support demand. Administer the service request processes for Add, Move, and Change of user access, end-user computers, software, phones, and printers including procurement and provisioning. Manage end-user computing environment and the user experience to include desktop computing systems and applications including planning lifecycle refreshes and regular upgrades. Manage process for communicating outage/emergency activities to the organization. Provide overflow capacity and coverage when needed on the help desk and in the delivery of end-user support services. Determine an overall strategy for SCCM and other tools to manage all end-user computer hardware and shrink wrap applications including deploying regular updates and patches. On an as-needed basis, provide direct hands-on support, troubleshooting, installation, and configuration of various computer systems (e.g. desktops, printers, and phones). Manage audio/video conferencing setup for both in-house & offsite events. Manage and administer the help desk ticketing application. Analyze and report on service performance using metrics and KPIs to the IT department and others as required to improve services and the user experience. Manage and lead the Help Desk and end-user computing staff to include hiring, training, coaching, and evaluating performance. Assist in the development of Help Desk and client computing operating and capital budgets.

Company info

Reinhart Boerner Van Deuren S.C.
1000 North Water Street Suite 1700
Milwaukee
Wisconsin
United States 53202
Phone : 414-298-1000
Fax : 414-298-8097
Website : http://www.reinhartlaw.com/