Service Manager - Deskside and Service Desk functions

Zensar Technologies - Dallas, TX

Full-time - Mid Level

Dallas, TX

Professional, Scientific, and Technical Services

About the position

The Service Manager for Deskside and Service Desk functions at Zensar Technologies is responsible for overseeing the daily operations of the Service Desk and managing a team of professionals. This role involves ensuring high-quality technical support for end-users, managing IT tools and applications, and collaborating with various IT teams to enhance service delivery. The position also emphasizes leadership, innovation, and continuous improvement in IT service management.

Responsibilities

• Supervise and lead a team responsible for SCCM, Tools, VDI, and Security Services.
• Oversee daily operations of the Service Desk, including call management and ticket routing.
• Monitor and improve service desk KPIs, such as response and resolution times.
• Manage on-site technical support for end-users, including hardware and software troubleshooting.
• Collaborate with end-users to understand their IT needs and ensure customer satisfaction.
• Proactively identify recurring issues and work on long-term solutions.
• Oversee the design, deployment, and maintenance of the SCCM infrastructure.
• Manage and maintain IT tools and applications, ensuring they are operational.
• Oversee the design, deployment, and maintenance of the VDI environment.
• Collaborate with the IT security team to implement security policies and practices.
• Manage IT equipment and inventory stored in the warehouse, if applicable.
• Maintain vendor relationships for software, hardware, and services related to SCCM, Tools, VDI, and Security.
• Generate regular reports on service performance, security incidents, and compliance.

Requirements

• Bachelor's degree in IT, Computer Science, or a related field (or equivalent work experience).
• Proven experience in managing IT services, focusing on SCCM, Tools, VDI, and Security.
• Strong knowledge of IT service management (ITSM) and ITIL best practices.
• Understanding of security principles and experience with security compliance standards.
• Excellent communication, problem-solving, and leadership skills.
• Experience with warehouse and asset management (if applicable).
• Relevant certifications, such as CompTIA Security+, ITIL, or vendor-specific certifications.

Nice-to-haves

• Experience with IT asset management tools.
• Familiarity with virtual desktop infrastructure (VDI) technologies.
• Knowledge of incident and request management processes.

Benefits

• Competitive salary range of $94.3K - $119K per year.
• Opportunities for professional development and training.
• Collaborative work environment with a focus on innovation.