WI3788578

1

Bachelor's Degree

Bachelors Degree

Unspecified

40

JOB REQUIREMENTS: Genesis10 is currently seeking a Technical Services
Manager for a direct hire role with a major law firm in Milwaukee, WI.
The Technical Services Manager is responsible for the delivery of
end-user support services including Help Desk, end-user computing, and
audio-visual services. This includes responsibility for managing all
procedures related to identification, prioritization and resolution of
incidents, problems, and service requests. The Manager also analyzes
support data to detect trends and proactively identify opportunities for
improvement, eliminate issues, or enhance services. The Technical
Services Manager is also responsible for the end-user computing
environments including computers, desktop software, patches, anti-virus,
printers, and audio-visual support services. Responsibilities: Serve as
the Incident Management process owner to develop processes and provide
oversight for tracking and working incidents to conclusion 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
computer environment and the user experience to include desktop
computing systems and applications including planning lifecycle refresh
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 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).
Managing 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 KPI\'s 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.
Assists in the development of Help Desk and client computing operating
and capital budgets. Qualifications: Bachelor\'s Degree 5 years of
information technology experience. 2 years of management/supervisory
experience. Proficient in supporting MS Office, PC, VDI, VoIP, smart
phones, printers, MFD\'s, and AD user administration. Experience
producing and analyzing\... For full info follow application link.
Genesis10 is an Equal Opportunity
Employer/Minorities/Female/Disabled/Veteran \*\*\*\*\* APPLICATION
INSTRUCTIONS: Apply Online: ipc.us/t/CA2665A4846E4F92