IT Service Manager

**Position Summary**:
IT Service Manager who will provide front line support to all areas of their business and take the lead in providing an exceptional support experience to the entire organization. The IT Service Manager will be responsible for leading and mentoring the Service Desk team (Tier 1/2 Support) and will help develop and maintain standards as well as metrics driven reporting. An accountable and personable self-starter with great communication skills, technical knowledge and a deeply embedded service desk attitude will excel at this position.

**Duties & Responsibilities**:

- Lead, mentor and manage Service Desk team, ensure team effectively remediates incidents in a timely manner
- Ensure required high availability and security of all corporate IT assets
- Drive continuous improvement and best practice administration and support of key assigned corporate IT Service Desk areas and other assignments as required
- Ensure formal SLA’s that meet business requirements are adhered to
- Ensure incident response and management protocols and process are effectively and consistently followed
- Ensure high quality on time completion of all support services and verbal commitments
- Provide effective oral and written status updates and presentations
- Ensure support tickets are closed in a timely manner and appropriate resolutions are documented within the incident ticket
- Ensure effective ITIL infrastructure process and policies are implemented and adhered to
- Ensure security measures, systems, controls and policies to protect corporate assets, systems and intellectual property are adhered to
- Proactively identify and effectively communicate and package systemic IT related issues and problems requiring root cause analysis and solutions

**Required Education, Experience & Skills**:

- Degree or Diploma in Computer Networking & Technical Support, Network Engineering, Computer Engineering, or similar.
- Comp TIA A + Certification, CCNA, or similar, preferred.
- Other Certifications a strong asset: ITIL, Google IT Support, Microsoft Azure
- Managed a Service Desk Team - 5+ years’ experience leading a Service Desk team (up to 10 members geographically disperse) in a corporate infrastructure environment
- Quality and Incident Management - 5+ years of experience ensuring support tickets are closed in a timely manner and appropriate resolutions are documented within the incident ticket.
- A passion for IT and Customer Support
- Ability to proactively identify problems / circumvent roadblocks to develop effective solutions and resolve problems in a timely fashion
- Exceptional planning, organizing and coordination skills across multiple requests and initiatives
- Demonstrated ability in providing exceptional stakeholder service at all organizational levels
- Self-starter with ability to self-manage at required service and work performance standards
- Able to set high standards for results, and once achieved, able to raise the standards even higher
- Ability to lead by example and meet required performance and delivery standards
- Collaborative and open team player
- Ability to work effectively with peers, senior IT leaders and key stakeholders to strategize, plan, coordinate and resolve problems
- Ability to adapt to changing technologies with high proficiency
- Ability to always maintain composure and constructive focus
- Self-motivated and action oriented, with demonstrated track record of pursuing work with energy, drive, and a strong accomplishment orientation
- Excellent verbal and written communication skills (reading, writing, listening, oral, presentation)

Technical Knowledge
- Premise and Virtual - Windows Server operating systems, and Azure Active Directory
- Local and wide area networking and security devices
- Remote Desktop Services
- Remote management and End-user support tools
- Must be able to lift/move up to 50lbs throughout a work shift
- Ability to climb ladders and crawl under desks
- A valid driver’s license and ability to travel as needed

**About Us**

Leavitt Machinery is one of the fastest growing materials handling equipment dealers in North America. We offer new and used equipment sales, short and long-term rentals, emergency and preventative maintenance, operator training, and parts support. Our vision and spirit are entrepreneurial; it’s that spirit that has enabled us to grow from 10 to 28 branches, and to 500+ employees. We are now several times larger than our closest competitor, and we deal with over 10,000 customers.

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**DISCLAIMER**

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job, which may vary, based on job location, department or the assignment. The actual es