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It Service Manager

Company: ICS Complete
Location: Myrtle Point
Posted on: September 22, 2022

Job Description:

Description: ICS is a leading provider of outsourced IT services, cybersecurity, communications, and distributed workforce solutions throughout the United States. As a customer-focused company, ICS integrates the industry's best technologies and practices for each customer's specific needs. We also serve as an extension of our customers' IT departments, enabling them to innovate and grow their business while helping protect them from the risk of cybersecurity threats. Headquartered in Endicott, NY, ICS employs over 200 people throughout its six office locations. As the company continues to expand its footprint, we are constantly looking for talented individuals to support our growth.We're passionate about creating a great place to work for our employees. ICS is committed to the development and advancement of all employees. We are a highly collaborative organization, and there are many opportunities to learn from your colleagues and advance your career. Work life balance is important to us. ICS is committed to working with each employee individually to find a schedule that allows them to fulfill their responsibilities both inside and outside of work.*Position Overview*The primary objective of the IT Service Manager is to drive the service team to achieve optimal performance and efficiency through the utilization of dashboards and support. They play a key role in the development of our technical staff. They will mentor/coach a team of engineers to troubleshoot and optimize their efficiency. Technical Leads have excellent problem-solving skills and thorough knowledge of systems/network administration and architecture and are constantly expanding their knowledge of best practices. They have a well-versed technical background and have demonstrated Leadership responsibilities.*Primary Responsibilities** Assist in building a culture aligned with ICSs vision and core values.* Monitor dedicated dashboard to ensure Techs and Engineers are working and resolving tickets efficiently and meeting our Service Level Agreements (SLAs).* Conduct daily and weekly reviews with assigned Techs and Engineers to review tickets owned, queues, coaching opportunities, and discuss operational trends.* Work with Senior Engineers, and Technicians as necessary to resolve escalated deficiencies in infrastructure by troubleshooting with them.* Mentor/Coach team members on technical issues as needed.* Identify and provide solutions for trends that indicate a negative impact on your team's effectiveness or efficiency to resolve tickets.* Communicate and set expectations with end-users as needed while also being the first line of escalation for any customer related issues.* Monitor assigned Technicians time. Use critical thinking skills to align the team for success at moments of the expected or unexpected (PTO, Sick, etc.).* Work in tandem with team planned customer facing projects according to the scope of work on an as needed basis.* Participate with Branch Director in staff performance reviews, and goal setting, providing quality feedback to coach your team members up.* Participate with Branch Director in staff interviews and contribute to the selection process.Requirements: *Desired Skills & Experience** Must have a least 3-4 years prior experience in a leadership role leading a team of three or more staff* Demonstrated "Critical Thinking" skillset as a means to drive desired results* Must possess a deep understanding of ICS solution stack/standards and be able to remediate areas that are not compliant as necessary* Must possess a deep understanding of ICS internal process and structure* Must demonstrate excellent judgement and communication skillsets* Must thrive in a team environment and demonstrate effective team interaction* Must have strong organizational, priority and time management skills with the ability to multi-task* Must own reliable means of transportation.* Must have a valid driver's license.*Benefits** Medical/Dental/Vision Insurance* 401k with match* Generous paid leave policies* Life Insurance and Short-Term Disability coverage* Performance-based incentive compensation* Career advancement opportunities*If you meet the above qualifications and a desire to work with an industry leader in IT Solutions and are the team player that we are looking for, consider joining our team*.Job Type: Full-time

Keywords: ICS Complete, Medford , It Service Manager, IT / Software / Systems , Myrtle Point, Oregon

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