Position Overview

The IT Service part of this role includes the management of the helpdesk team of technician, including managing their schedules and workloads, coordinating and liaising with the helpdesk team, external deployment providers and clients to ensure the highest possible customer services standards are achieved.

To ensure best practice and experience the responsibilities of this role include managing the testing and deployment, developing and maintaining policy, procedure documents, service performance metrics to ensure that all targets and objectives are achieved.

Key Responsibilities and Accountabilities

Be self-managed and hands on with all of the areas of responsibilities and accountabilities with limited or no direction or involvement from management or other staff unless requested.

Manage Combined North America IT Service Helpdesks:
Allocate jobs to appropriate staff, departments or company,
Perform maintenance on tickets (merge entries, fill with appropriate client details, time entries),
Perform admin functions on helpdesk (create new sites/staff as needed, backups, email templates, mail server connectivity, etc.),
Ensure that service desk is up to date, and all tickets are responded to and resolved in a timely manner, according to individual customer SLAs & MSAs or company standard response levels, and
Report to relevant management staff on status of higher importance tickets/tasks.
Follow up with all support staff for time management purposes.
Ensure support staff follow the correct policies and procedures when completing work, particularly on site.
Manage Service Desk team, including staff reviews, disciplining of staff and recruitment.
Provide training to new and current staff on various software and hardware solutions, allowing them to be more independent operators.
Develop strong relationships with key customer personnel
Management, Software releases, and Network and Data Security covering internal, client on-premise, and cloud-hosted implementations.
General:

Plan and implement internal change. Design and implement industry-leading policies and best practices, including but not limited to health and safety protocols and data management policies, to ensure consistent, top-tier operations across all service functions of the organization.
Our staff is required to be available for work during days, evenings, weekends, and holidays. As a global support company operating 24/7, our rotating schedule includes weekend shifts for all team members..
Perform in-house IT duties for staff as required.
Self and assisted training and advancement on various position-relevant skills.
Key Competencies

Priority Management: organizes work and time allocation to achieve/exceed expectations. Works in an organized, methodical, and detailed manner; sets and meets own work objectives; strives to improve own performance. Able to manage multiple projects and relationships simultaneously, while maintaining sharp attention to detail.
Technical / Professional Knowledge: experience in the I.T. industry, including knowledge of current leading hardware and software products, including; VRental software suites, MS OS platforms, MS Office suite, MS Office admin section DLP/Telephony/etc., Linux OS platforms, Manage Engine MSP, Wiki, (link removed), HubSpot, Teams Phones, AWS VM Infrastructure/Telephony/Quicksite, Crystal reporting, MS RDP, MS SQL DB, PG Admin DB, IIS, Cradle point ECM, N-Able RMM, Postman, JIRA, TeamViewer, Anydesk, OneDrive/Sharepoint/Dropbox, OpenVPN, Keeper, Adobe Illustrative products, Various networking tools, Vantiv CC platform software, Payment express CC platform software, GBA bill acceptor software. Ability to read, analyse and interpret periodicals, professional journals, technical procedures, or governmental/professional standards, regulations and legislation. Ability to run and write reports, business correspondence and procedure manuals.
Analysis/Problem Solving: ability to apply concepts such as complex fractions, percentages, ratios, and proportions to practical situations. Ability to solve detailed practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to define problems, collect data, research, establish facts and draw valid conclusions in a variety of practical situations for legislative compliance. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Ability to analyze, understand, and resolve issues as they occur.
Customer Service Orientation: proactively develops and builds ongoing customer relationships by understanding the internal and external needs; anticipating and providing solutions to their needs; giving high priority to their service satisfaction and goal achievement.
Communication/Interpersonal Skills: good listener with high-level verbal and written communication skills to management, clients, or boards of directors. Ability to gather and receive information, assimilate ideas, and convey information to others in a clear, concise manner. Relates well to other people. Uses appropriate methods of networking and sharing to gain cooperation, assistance, and information. operational pain points and complaints from clients. Ability to respond, turn around and negotiate favorable outcomes from operational pain points, inquiries, or complaints from customers, regulatory agencies, or members of the business community.
Change and Innovation: Adaptable to and effective in a variety of changing situations; supports and drives change. Generates creative solutions to work challenges.
Key Performance Indicators

IT Services and Helpdesk Performance - measured by rating client feedback and satisfaction, the average number of monthly 2+ week old outstanding issues and average resolution time of tickets.
Onsite Support Performance measured by resolution time of onsite repairs, average cost of onsite services per site.
IT Operations Performance measured by rating client satisfaction with project installation, and quality of product and services provided, and measured by issue-free and on time implementation records.
Software Performance - measured by time spent testing and the quality of releases measured by number of tickets related to bugs fixes after release.
Knowledge Management Performance - measured by the up-to date status and overall coverage of all knowledge base related documents and procedures.
General Performance measured by the improvements made, the quality and frequency of input and feedback provided to the company.