IT Service Manager

Join Verinext, a technology company that's not just keeping up with the future, but actively shaping it. At Verinext, we firmly believe that work should be as enjoyable as it is rewarding. As a Presales Solution Architect, you'll be stepping into an environment that thrives on innovation and fun. Our team-oriented culture isn't just a buzzword; it's a cornerstone of our success. We're incredibly proud to have been recognized as a "Best Place to Work" by the Philadelphia Business Journal for 10 consecutive years.

We are recruiting for an IT Service Manager. Your core responsibilities include ensuring the IT Service Desk delivers exceptional customer service, fostering strong connections with business leaders to understand and meet their IT needs, and managing relationships with our strategic partners. You'll oversee operational management, maintain inventory, and drive continuous improvement in IT service and support. Additionally, you'll lead and develop your team, nurturing a culture of service and encouraging professional growth among team members. This role is pivotal in aligning IT services with business objectives and creating a collaborative, service-oriented IT environment.

DUTIES AND RESPONSIBILITIES

Operational Management: Managing support request distribution and providing administrative direction for the IT Service Desk.

Customer Service: Provide excellent customer service and work with all aspects of company IT systems to support users in multiple locations/hybrid work environments. Ensure the growth and engagement of the IT Service Desk staff.

Building Relationships: Establish and maintain strong relationships with other business leaders to understand their IT needs and challenges. This involves regular communication, collaboration on IT projects, and ensuring that the IT services align with the business objectives and strategies.

Vendor Management: Manage and nurture relationships with vendors to ensure the delivery of high-quality IT services. This includes regular engagement with vendors to discuss service performance, address issues, and explore opportunities for service improvement. The manager would also monitor vendor service levels and work collaboratively to align vendor services with the company's IT strategy and user needs. This role is crucial in maintaining a productive partnership with vendors, which is key to the smooth operation of IT services.

Inventory Management: Maintain appropriate inventory levels for hardware and accessories, and ensure assets are tracked throughout their life cycle.

Continuous Improvement: Benchmark, analyze, report on, and make recommendations for the improvement of IT service and support.

Leadership and Development: Direct supervision of Help Desk staff, including hiring, training, and performance evaluation. Assist employees in setting goals and work towards achieving identified goals.

Device Management: Deploying and managing iOS-based mobile devices and Windows-based laptops, ensuring they are up-to-date and secure.

Project Participation: Engaging in IT projects, including system refreshes, network upgrades, server implementations, and application rollouts.

Documentation: Ensuring proper creation and maintenance of documentation for all job-related tasks.

On-Call Rotation: Participating in 24 7 on-call rotation assignments to ensure IT support availability.

EDUCATION AND EXPERIENCE

Bachelor’s degree in related field or equivalent experience in technology support and management.

3+ years of experience in management preferred.

5+ years of experience in desktop support.

Experience with desktop support and imaging tools.

Experience with the following technologies is a plus: Microsoft Power Platform, Meraki access points/switches/routers, Microsoft Power BI, Microsoft Intune/Autopilot, Microsoft Teams and Teams Voice, Microsoft Office 365 and SharePoint, Logitech and Polycom AV solutions

SKILLS AND ABILITIES

Must have a high level of organizational and communication skills.

Strong problem-solving abilities required.

Must be able to self-manage and prioritize tasks.

Must be able to handle stress and job demands.

Must be able to cooperatively work with others.

Must have reliable transportation.

Display an interest in career development, continual education, and a desire to create and implement innovative solutions.

Exercise the highest ethical standards.

Successful completion of a criminal background check and drug screening.