Service Desk Manager

Posted Mar 05, 2024 by Invenio

  • Negotiable
  • Direct Hire
  • Cayman Islands

Responsibilities:

  • Manage the Technical Support Specialists by allocating work assignments, defining and establishing schedules, setting priorities, providing support/direction, managing performance and dealing with technical and administrative requirements
  • Manage the procurement process for all new endpoint hardware and software ensuring accurate record keeping and auditability
  • Develop and implement policies and procedures that are ITIL aligned and compliant with internal policies and procedures
  • Implement, maintain, administer and control the Asset Management system and Service Desk ticketing system
  • Manage all aspects of office technology support
  • Build and manage relationships with business leaders and department heads and incorporate business needs into IT strategic planning
  • Prioritize and balance workloads to ensure optimum use of time and resources to ensure 24/7 coverage

Required:

  • A Bachelor’s Degree, A+ Certification or equivalent combination of relevant education and experience
  • Minimum 7 years’ experience, with at least 5 being in a Service Desk management role, leading a team of technologists
  • ITIL (or equivalent IT process management) experience and certification
  • A technical competency in Windows, Active Directory, Microsoft 365, Intune, Mobile Device Management, Asset Management, PC Imaging/ Deployment, Patching, Antivirus/ Malware management, Incident Response, Remote User Networking, VPN, TCP/IP troubleshooting
  • Microsoft certifications (e.g. Security, Compliance, and Identity Fundamentals, Identity and Access, etc.), or other relevant industry certifications
  • Project management certification or experience (preferred)

For an immediate response and a confidential conversation about this position, please contact:

Craig Drummond |   Craig@invenio-global.com |   +1 345 769 7000

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+1 345 769 7000

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