Job Description

PPC Partners is hiring an IT Service Desk Manager to work in New Berlin, WI. The IT Service Desk Manager will manage at team of 10+ and is responsible for the timely delivery of quality technical support services to end-users. The Service Desk Manager will report to the CIO of PPC Partners.

Responsibilities:

• Oversee Service Desk operations, service requests, incidents, and projects
• Monitor and report on Service Desk metrics; analyze ticket trends, recommend solutions, and implement preventive maintenance measures
• Perform root cause failure analysis when needed, as part of Problem Management
• Work with stakeholders to define business and systems requirements for new technology implementations
• Act as a further escalation point for unresolved or escalated tickets, issues, etc
• Lead from the front and by example.
• Conduct regular team meetings and one-on-ones to provide timely management oversight.
• Define clear performance goals and objectives and follow up with employees on progress.
• Conduct annual performance reviews as well as provide regular leadership, inspiration, and coaching.
• Lead the team in planning projects, as well as organizing and negotiating the allocation of resources.
• Manage and assess team staffing needs and available capacity.
• Develop and implement all Service Desk policies and procedures, including those for Change, Incident, Asset and Configuration Management.
• Manage processes for new hire IT on boarding, equipment set-up, off boarding and termination of accounts
• Support and manage the Service Desk ticketing system (KACE) and resolve Help Desk ticket inquiries
• Other duties as assigned

Requirements:

• Bachelor’s degree in Computer Science/Information Systems from an accredited college or university required (Some college plus 10-15 years of industry-related work experience will also be considered)
• Must have at least 7 years of previous hands on management of teams size of at least 10.
• Experience in supporting environments with greater than 2500 users required (> 5000 strongly preferred)
• Significant experience in managing Office 365 environments (Teams, SharePoint, OneDrive, Azure, etc.) required
• Significant experience with Microsoft Office 365, Active Directory and end-user computing equipment networking required
• Experience with Service Desk ticketing systems, SLAs, support tools, etc.
• Experience developing, managing and maintaining a robust IT asset management program required
• Significant experience in end-user computing fleet management. (PCs, tablets, mobile phones, etc)

Company Description

PPC Partners is a leading specialty contracting company owned by our employees We’re a holding company operating four subsidiary businesses serving the upper Midwest and Southeastern United States—PieperPower, MetroPower, CarolinaPower and MP Systems.