NEW
Full Time
CIO Technology Solutions is growing fast and so are our opportunities. We've grown by over 50% in just the last year and we are expanding our service offerings. “CIO“ is a premium managed services provider that has built it's reputation on providing the highest quality of service. Come grow your career with us!We're seeking an experienced IT Service Desk Manager. This manager reports to Chief Operations Officer and leads a team of 8 to 10 Level 1 and Level 2 Service Desk Technicians to provide world-class service in resolving technical issues for our clients. Working with team members to improve quality and capacity in the handling of service calls, you will be instrumental in helping the organization meet its mission and initiatives. If you are driven by success, organized, efficient at prioritizing tasks, possess exceptional customer service skills, thrive in a dynamic environment, and enjoy solving problems and helping people (not only clients but team members), then we want you to join our family! General DutiesSupervise the operations of the service desk, setting specific customer service standards, escalation procedures, and reporting standards to ensure consistent levels of service across client base and consistently high percentage of positive customer satisfaction surveysCoach your team members and review their results toward continuous improvement of their performanceBe the spark that ignites a hunger for knowledge, not only in technical skill and better ways of achieving the team objectives, but the objectives of our clients and their unique ways of doing businessProactively identify, isolate and resolve developing problems or trends to minimize impact on clients and teamMaintain the team's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologiesAttend change control and other departmental meetings to provide insight and service desk perspective, make recommendations, and participate in change management and process developmentTake ownership of reporting to executive team regarding all aspects of service desk operations (KPIs, SLAs, staffing needs, developing trends, recurring areas of concern, etc. Technologies we work inMS Windows Server (most current 3 versions), Server Operations, and Domain support.MS Exchange Server (most current 3 versions), Server Operations, and Support.MS Office365 implementation and support.MS SQL Server (most current 3 versions) and Server Operations.VMWare Virtualization Systems setup, configuration, and support.Network switching, VLAN configuration, and support.Server protocols such as TCP/IP, SNMP, and DNS.Virtual Desktop Infrastructure (VDI) technologies.ConnectWise Automate and Manage.Server hardware.Cisco IOS, OS, IP SLA Monitor commands, and features.Firewalls, Tunnel setup, alerting, and reporting.Storage systems (SAN, NAS, ISCSI) based platforms.MSP tools including PRTG monitoring.Veeam and VRanger backups.Scripting and deployment methods.RequirementsProven track record of managing service desk operations of networks, anti-virus, security, and patch management supporting at least 500 endpoints for a minimum of 3 yearsPrior experience with motivating and developing teamsPrior experience with a ticketing system, preferably ConnectWise and LabTechBachelor's degree in Computer Science, Information Technology or relevant field preferredITIL Certification a definite plusBenefits15 Days Paid Time Off in first yearComplete Insurance package (includes health, dental, life, vision, and ancillary coverages)Retirement PlanBusiness casual attireFrequent company events, lunches and other perksCompensation $65 85KSDL2017
Location/Region: Tampa, FL (33602)