Position Summary: The Service Manager is responsible for overseeing and coordinating a range of critical IT services, including SCCM (System Center Configuration Manager), Tools Management, VDI, Exchange (Virtual Desktop Infrastructure), and Security Services. This role involves managing a team, optimizing processes, and ensuring the efficient and secure operation of these services. The Service Manager reports to the IT SDM and collaborates with cross-functional IT and operations teams.

Key Responsibilities:

1. Team Leadership:
   • Supervise and lead a team of professionals responsible for SCCM, Tools, VDI, and Security Services.
   • Foster a positive and collaborative work environment within the team.
   • Provide training, mentorship, and support to team members.
2. SCCM Management:
   • Oversee the design, deployment, and maintenance of the SCCM infrastructure.
   • Ensure software distribution, patch management, and endpoint configuration are effectively managed.
   • Collaborate with application owners to facilitate software packaging and deployment.
3. Tools Management:
   • Manage and maintain IT tools and applications, such as monitoring solutions, asset management, and helpdesk software.
   • Ensure tools are available and operational to support IT and business functions.
   • Evaluate and recommend new tools as needed.
4. VDI (Virtual Desktop Infrastructure) Management:
   • Oversee the design, deployment, and maintenance of the VDI environment.
   • Ensure virtual desktops and applications are available, secure, and optimized for performance.
   • Collaborate with end-users and application teams to provide VDI support.
5. Security Services:
   • Collaborate with the IT security team to ensure security policies and practices are implemented within the services managed.
   • Conduct regular security assessments and audits for SCCM, Tools, and VDI components.
   • Respond to security incidents and lead remediation efforts.
6. Warehouse Management (if applicable):
   • Manage IT equipment and inventory stored in the warehouse.
   • Ensure equipment is readily available for deployments and maintain accurate inventory records.
   • Collaborate with procurement for equipment procurement and disposal.
7. Vendor and Asset Management:
   • Manage vendor relationships for software, hardware, and services related to SCCM, Tools, VDI, and Security.
   • Maintain asset inventory records and oversee the asset lifecycle.
   • Budget management for service-related expenses.
8. Documentation and Reporting:
   • Maintain accurate records and documentation for the services managed.
   • Generate regular reports on service performance, security incidents, and compliance.
9. Continuous Improvement:
   • Identify opportunities for process improvement and cost reduction within the services.
   • Lead and support service enhancement initiatives.

Qualifications:

• Bachelor's degree in IT, Computer Science, or a related field (or equivalent work experience).
• Proven experience in managing IT services, with a focus 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, are a plus.