Follow all company standards and procedures as currently documented.

Track all work billable or not for the entire technical team.

Provide an excellent example of customer service at all levels.

Mentor technicians on any aspect of their position.

Manage activities of all technicians.

Manage the workflow of all service requests as assigned according to the company workflow procedures.

Provide clients with one-to-one or one-to-many customer service as needed.

Review tech timesheets to ensure they are being kept up to date in real time.

Review and manage all service ticket queues as needed to ensure all requests are correctly prioritized, scheduled and moved through the system as desired.

Check with each technician at the end of the day and note all issues requiring priority attention.

Review all requests for Personal Time from technicians and ensure they are on the schedule.

Preview the upcoming weeks and schedule technicians to tasks as early as possible.

Coordinate any onsite client visits with the technician and the client.

Plan for recurring weekly meeting and draft an agenda.

Review timesheets and ensure that all are submitted for approval by the close of business on the last day of the work week.

Monitor and support the progress of technicians, developing written quarterly goals and performance plans.

Prepare the tech schedule for the next week. Verify that technicians are aware of any changes from their normal schedule.

Review and revise previous month’s Monthly Maintenance Checklist as needed.

Implement any system-wide changes to the Monthly Maintenance Checklist.

Monitor weekly and monthly patching schedules and manage the process.

Manage Intega’s tools, including documentation, RMM, PSA and technician access to those systems.

Prepare for and attend client service review meetings alongside Intega Account Manager.

Schedule Quarterly Reviews for each Technician in the second week of the quarter.

Prepare each Technician’s Quarterly Review including their new Quarterly Goals.

Plan and schedule training needs for the technicians.

Review the year and summarize successes and failures. Pay special attention to the goals agreed upon for the year.

Establish goals for the year ahead.

Participate in the annual company roadmap meeting.

If you have budget authority, prepare your department budget for the next year.

University Degree

Valid driver’s license and access to a vehicle

Minimum of 5 years experience leading a service desk in an ITIL environment

Solid relationship management and performance management skills.

Ability to motivate and direct the activities of direct reports and their teams.

Strong customer service orientation.

Demonstrated ability to create and maintain documentation with version control, effectively handle change management across medium to large organizations and to train team members on new processes

Excellent understanding of a Service Desk’s performance metrics and reporting requirements

Knowledge of the following architectures: Windows Server networks, Microsoft 365 Cloud solutions, SharePoint deployments, VMware/Hyper-V virtualization and SonicWall networking

Proven analytical and problem-solving abilities as well as an ability to effectively prioritize and execute tasks in a high-pressure environment

Highly self-motivated and directed.Team-oriented and skilled in working within a collaborative environment.

Exceptional communication, time management and organizational skills

A positive “can do” attitude with an ability to creatively arrive at a solution

ITIL v4 Foundation

Technical certifications including Microsoft, Datto, SonicWall or Aruba

Business Continuity Disaster Recovery solutions such as Datto or Axcient

Awareness of SD-WAN including SASE and/or ZTNA environments

Experience in service tools such as Autotask, RMM, Trend/Monitoring/Reporting tools