Job Description

The Manager of IT – Service Desk and End-User Support is responsible for providing exceptional customer service to all Bragg Companies’ technology users and facilities. The Manager will proactively manage tasks and resources so that the highest priority needs are addressed timely and IT costs are minimized. To accomplish this, the manager needs to determine the optimal blend between outsourced and in-house resources and recruit, develop and nurture managed services providers and IT staff.

The Manager of IT – Service Desk and End-User Support coordinates service tickets across the entire IT organization to ensure that issues are resolved timely, efficiently and when necessary, systemically. The Manager can be hands on to solve issues and coach others through the problem-solving process. He/she is a skilled project manager who plans and manages task lists, resources and budgets leveraging Microsoft Project, Excel and other project management tools.

Job Responsibilities:

• Recruit, develop and nurture a team of high-performing resources, including managed services providers and IT staff. Create conditions for staff members to learn and grow through their work. Insist on excellence and deal with difficult issues by timely addressing any performance deficiencies.
• Oversee the outsourced Service Desk provider so that trouble tickets are responded to quickly, meet expected service levels for first responder resolution and when necessary, are escalated to level 2 and 3 field and technical resources.
• Partner with branch managers to ensure adequate scheduling of Tier 1&2 support and formalize schedules to address the company’s geographically disbursed needs. Respond to spikes in demand from new office/job sites and other major tasks that require proactive management of demands.
• Develop and implement service desk and task scheduling processes to ensure the highest level of customer support possible and maximize the efficiency of resources.
• Develop and implement reports and measures utilizing the service ticket management system to identify systemic issues, track resource productivity and schedule work. Provide meaningful reports and metrics to senior management. Leverage metrics to measure staff and overall performance and optimize IT operations.
• Coordinate closely with the Managers Applications, Networking and System Administration for ticket escalation, task prioritization and ticket and work order resolution.
• Analyze project and technology options and formulate compelling recommendations for senior management that optimize the trade-offs between cost and functionality.
• Establish and maintain a high performing operations for pc provisioning and re-imaging, user onboarding and user offboarding.

Qualifications:

• Minimum of seven years’ professional experience and at least three years managing internal and third party technical and administrative resources.
• Excellent project management skills and a strong track record of delivering IT solutions that improve business operations.
• Must have a strong working knowledge of key technologies, including: Microsoft 365, MS Teams, Sharepoint Online, Windows desktop, Windows Server, VOIP, Networking, Azure Active Directory, and Windows Remote Desktop Services.
• Direct experience overseeing service desk operations and the implementation and management of incident tracking systems.
• Skilled administrator who can coordinate multiple work streams and priorities across a geographically dispersed operation.
• Excellent verbal and written communications skills - a skilled business professional who communicates effectively with all levels of end-users and management.
• Ability to quickly learn and adapt to new technologies.
• Experience and demonstrated ability with sound business decision making practices.
• Construction industry experience is a plus

Relevant Technologies:

• Microsoft 365, including: Microsoft Teams, One Drive and Sharepoint Online
• MS Office 365 and 2016 including Excel, Word and PowerPoint
• Microsoft Outlook/Exchange Online
• Microsoft Remote Desktop Services
• Meraki Firewalls, Switches and WAP’s
• Forticlient VPN
• Microsoft InTune and Autopilot
• Microsoft Defender endpoint and wb security
• Thorough understanding of TCPIP and relevance of connectivity.

Education:

• BS/BA required in Computer Science or other related major.
• Microsoft Certified Professional and A certification preferred.
• Cisco Certified Network Associate (CCNA) credentials or equivalent is a plus.

Salary: $105,000.00-$125,00.00 per year