Job Description

The Manager, IT Field Svc is responsible for managing the performance of the local IT support and its supervisors and their desktop engineers in providing quality services to meet performance needs of clients and ibex employees. They will lead a team that provides desktop support to the employees including the remote workers.

Responsibilities

• Manages IT staff and activities associated with the identification, prioritization, and resolution of reported problems using best practices and ticketing systems
• Manages the installation, relocation, troubleshooting, repairs and preventative maintenance of desktop devices and software applications.
• Prioritizes daily activities of the team and work on critical and high priority items
• Drives site level implementations of new pc hardware, application rollouts, and client specific ramp activities as it relates to the desktop.
• Maintains the highest level of customer support for the customer base through proactive management and implementation of continuous improvement initiatives
• Creates, documents, and updates processes to resolve issues efficiently and effectively
• Manages deployment of key software updates for all desktop computers
• Acts as project manager for small to medium projects around desktop infrastructure (i.e., technology upgrades, new hardware and software deployments)
• Partners with other business leaders to ensure IT Site operations meet and maintain standards required for compliance certifications (including PCI, SOC2, SOX, ISO, etc.)
• Responsible for the installation, and configuration of software products across installed hardware platforms
• Supervises technical tasks for site builds and facility maintenance including operations of IDF/MDF, generators and UPS, and physical security systems
• Manages & meet SLA and KPI based on support expectations
• Manages communication with stakeholders and IT management regarding service provision and outages

Qualifications

Knowledge

• Excellent working knowledge of Active Directory, GPO’s, and software deployment
• Experience in troubleshooting and configuration
• Mobile and tablet device troubleshooting and configuration skills (iOS and Android)
• Experience with procurement and asset management and project management

Skills

• Highly proactive; addresses site level issues with appropriate sense of urgency. Excellent communication skills
• Good leadership and interpersonal skills
• Excellent analytical skills
• Must possess effective organizational skills and time management skills

Abilities

• Must be a strong team player with a positive attitude and tenacity to complete the mission.
• Must be an excellent communicator/facilitator; ability to interface with clients at all levels.
• Must be able to effectively partner and build relationships with key internal business clients and supporting staff.

Education/Experience:

• At least at least 5 years of desktop support experience or combination of education/certifications and relevant IT experience in a supervisory or managerial level.
• Experience supporting desktops, laptops, handheld devices and some remote voice/data infrastructure.
• Experience working in a large, fast paced, call center environment utilizing VOIP technology
• Expert level knowledge of Windows and the system registry