Service Operations Manager

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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:

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• Documentation and Reporting:
• Maintain accurate records and documentation for the services managed.
• Generate regular reports on service performance, security incidents, and compliance.
• 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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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