IT Service Director
4 days ago
Job Description:
We are seeking a highly skilled and experienced IT Service Manager to join our team at Fix Network World.
The successful candidate will be responsible for leading our IT support team, ensuring that all technical issues are resolved in a timely and efficient manner. The role requires strong leadership skills, excellent communication abilities, and a deep understanding of IT systems and technologies.
Key Responsibilities:
- To manage the help desk team and evaluate their performance
- To ensure end-user service is timely and accurate on a daily basis
- To recruit, train, and support help desk technicians
- To define and track the SLA
- To follow up with end-users to identify areas of improvement via direct contact or satisfaction surveys
- To develop weekly and monthly reports on help desk team's productivity
- To manage escalation to supporting teams and the communication with the end-user until resolution
- To configure and develop the ITSM software, including the Asset Management module, Service Catalog, Self-Service Portal
- To participate in establishing a Change Management process and facilitate the weekly CAB meeting
- To automate and optimize standard service requests to improve efficiency
- To ensure that the knowledge is documented in the KB and team is cross-trained
- To Incident and Problem Management to identify root cause and prevent future incidents
- To streamline the IT procurement process from purchase to decommission
- To manage vendors and invoice processing
- To assist with the planning, development and management of IT services, programs and support throughout the organization
- To ensure that the phone system is operational and there is capacity for growth
- To file and archive all IT related documents related to software maintenance and IT problems
- To maintain files of warranties for equipment and contacts suppliers as needed for equipment issues
- To document all defective parts for units and track return progress.
Requirements:
- Bachelor or college degree in Computer Science or relevant field.
- 5-7 years of experience as an IT Service Manager.
- ITIL Foundation, CompTIA A+ and Network+ certifications preferred.
- Solid technical background with an ability to give instructions to a non-technical audience.
- Excellent verbal and written communication skills
- Bilingualism (English and French, written and spoken).
- End-user-service oriented with a problem-solving attitude.
- Highly Organized, Methodical, and Dependable.
- Hands on experience with help desk and remote-control software.
- Ability to work well under pressure and meet set deadlines.
Working Conditions:
- Occasional overtime required.
- Business casual dress code.
- Flexible working schedule and possibility to work remote.
Salary: $80,000 - $110,000 per annum, depending on experience. We offer a competitive salary package, comprehensive benefits, and opportunities for career growth and professional development.
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