Service Desk Assistant Manager

Job Title:Service Desk Assistant Manager FLSA Exemption Status:Exempt Department: Information Technology Reports To: IT Director Job Summary: Reporting to the IT Director, the Service Desk Assistant Manager is responsible for development, maintenance, and support of all IT Service Management functions including Service Desk, Asset Management, and Change Management for World Finer Foods. Essential Functions and Responsibilities: Service management

• Prepare, configure, and deploy laptops for end users. This includes laptop imaging, network configuration, and all client-side applications.
• Take problem calls directly from end users. Prioritize, troubleshoot, and manage incidents until they are closed. Escalate complex or unresolved incidents as needed to maintain service levels.
• Maintain problem records for the life of the incident with the correct details, categorization, and groupings.
• Analyze service ticket data to identify bottlenecks, technology weakness, end user training opportunities, and other improvement areas in systems, technology, and user knowledge. Create action plans for continuous improvement in these areas.
• Maintain user profiles and security levels in the network and ERP systems.
• Monitor EDI order and warehouse transactions in the ERP for failed transactions. Collaborate with ERP Developers and business process owners to resolve issues.
• Other duties and responsibilities to be assigned as required.

Supporting ITIL Standards

• Develop the service desk in accordance with the Andros Group standards and ITIL standards. The Service Desk will provide support for all Information Technology and Information Systems used to support the business. This includes but not limited to laptops, network connectivity, MS O365, Adobe, ERP file/data management exchange, and ERP profile management
• Develop a technology and systems asset management process that is fully supported in ITIL standards. Ensure all critical system and technology asset data are recorded. This also includes but is not limited to warranty periods, defects, repairs, patching, current assignment, and usage history.
• Define and maintain policy, standards, and procedures for service desk, asset management, and change management functions.
• Fully deploy the Andros Group service desk system, Jira. Adhere to all Andros Group standards in ticket management, asset management, and policy/documentation management.
• Prepare training manuals and FAQ materials for end-user guidance.
• Apply standards to resolve or escalate issues. Give technical briefings to staff members.
• Collaborate with IT Team mates and end users to troubleshoot and resolve issues.
• Collaborate with Andros Group IT for alignment on global standards, global policies, global system tools, and escalation of issues as needed.

Required Knowledge, Skills and Abilities:

• Bachelor's degree or related experience in computer science, information systems, or similar.
• At least two years' experience in an end-user support role.
• Working knowledge of laptop hardware, MS Office 365, Adobe tools, Power BI, client-side security software, and software licensing models.
• Working knowledge in a Microsoft Windows network environment including local and VPN connectivity. Experience with managing user profiles and network resources in Active Directory.
• Strong analytical and problem-solving skills.
• Excellent organizational and time management skills.
• Ability to work effectively as a member of a team.
• Ability to work with confidential files and/or materials.

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