*Position will be located in-person and on-site in Madison, WI*
Summary
Supports Senior Site Manager, Service Desk and assists in management of 24x7x365 operations team. Provides assistance with management of support, incident management, staffing, and documentation.
*This position schedule is Mon - Fri, 8am - 5pm EST, but there may be occasional days where the business may require a working presence outside of normal working hours*
Essential Duties and Responsibilities
Processes and procedures
Works with Service Desk Manager to develop and extend standard troubleshooting and escalation processes.
Works with Service Desk Manager to ensure adoption of Information Technology Infrastructure Library (ITIL) processes.
Ensures team is working with customers to resolve issues.
Internal stakeholders
Defines, gathers, analyzes and reports on performance metrics which demonstrate Service Level Agreement (SLA) achievement, volumes and quality of services delivered.
Conducts Post Incident Reviews as secondary point of contact.
Works with Service Desk Manager and Service Delivery Manager to perform due diligence activities for existing and potential clients.
Helps to improve and extend service offerings and capabilities.
External stakeholders (customers)
Works with Service Desk Manager and clients to manage and resolve issues per defined processes and procedures.
Assists Director, Service Desk to price amendments and services for existing clients.
Works with client to develop process definitions during migration and transition.
Personnel
Responsible for Service Desk Tech staff management including full employee life-cycle, scheduling, and personnel development.
Provides department leadership, training, mentoring and coaching with intense customer focus.
Provides new employee on-boarding orientation and training.
Conducts team meetings.
Other essential duties
Maintains current knowledge of core service offerings and SLAs.
Understands all Logicalis service offerings to better support customer as well as expanding any service offering to current customers.
Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
Supports and conducts self in a manner consistent with customer service expectations.
Supervisory Responsibilities
This position is responsible for supervision of Service Desk Technician staff (FTE and contractual labor). Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Qualifications
To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor's Degree in Information Technology, Business or a related field.
Experience / Technical Requirements
2 years' experience in the following:
Service Desk or NOC operations personnel supervision.
Statistical analysis and performance reporting in Service Desk or NOC operations environment.
Network and server monitoring tools (Nimsoft, Solar Winds).
Ticket tracking tools (Service-Now, Remedy, Seibel, and Heat).
Network and server monitoring tools and technologies.
Proficient use of all Microsoft Office applications.
Certifications
Information Technology Infrastructure Library (ITIL) Foundation.
Six Sigma.
Other Skills and Abilities
Detail-oriented with ability to multitask and prioritize.
Excellent customer service skills and verbal/written communication skills.
Strong technical and customer interaction skills.
Ability to execute tasks, projects, and troubleshooting with minimal supervision.
Physical Demands
The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 10 pounds.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
