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Mgr- IT Systems

Company: Qorvo
Location: Greensboro
Posted on: June 10, 2021

Job Description:

RESPONSIBILITIES:

The Service Desk Manager will be tasked with managing a team of 5 Service Desk and 12 End User Computer personnel in a 24x7 environment.

The role will be 80% management and 20% hands on.

  • Manage an experienced team of service desk and desktop support personnel.

  • General management - Management of Group Leaders responsible for individual IT teams as well as individual team members. Performance appraisals, new employee hiring and onboarding, employee talent management, training, etc. are also required.

  • Manage the staff and activities associated with the identification, prioritization, and resolution of reported problems using best practices and ticketing systems (Service Now)

  • Manage the relationship with CDW and Hewlett-Packard selecting and ensuring an adequate supply of Qorvo's windows personal computers and peripherals are maintained.

  • Maintain the highest level of customer support for the customer base through proactive management and implementation of continuous improvement initiatives; provide high-touch white-glove service

  • SLA Attainment and Reporting - Monitor SLA metrics/attainment and other key performance indicators to ensure IT is meeting or exceeding all requirements and take appropriate action to remedy any shortfalls. Generate reports for IT leadership.

  • Coordination of support activities including incident response, service request fulfillment, problem management

  • Must have demonstrated incident, problem, and request management processes leveraging the Information Technology Infrastructure Library (ITIL) service framework and best-practices.

  • Create, document, and update processes to resolve issues efficiently and effectively

  • Deliver high-quality support to all end users

  • Identify and manage issues as they arise

  • Provide support of all Windows applications - mobile, desktop etc

  • Respond to calls, document problems and resolutions

  • Act as escalation point for Executive Staff support providing white glove service

  • 5 plus; years of experience working in an enterprise level support team

  • Comprehensive knowledge of Windows based desktops

  • Knowledge of MDM

  • Strong leadership and communication skills

QUALIFICATIONS:

  • Working knowledge and experience operating and managing an ITSM service platform (e.g. ServiceNow.)

  • Excellent written and verbal communication skills.

  • Ability to communicate technical information to users, customers, and stakeholders with various computer knowledge skill sets.

  • Excellent problem solving, negotiation and decision-making skills

  • Exceptional customer service skills.

  • College degree or equivalent work experience.

  • Bachelor's Degree in Information Systems, Business, Communications or related field is preferred

  • 5+ years in ITSM management position, including direct management of teams and other managers.

MAKE A DIFFERENCE AT QORVO

We are Qorvo. We do more than create innovative RF solutions for the mobile, defense and infrastructure markets - we are a place to innovate and shape the future of wireless communications. It starts with our employees. As a unified global team, we bring a commitment to excellence, growth and a passion for creating what's next. Explore the possibilities with us.

We are an Equal Employment Opportunity (EEO) / Affirmative Action employer and welcome all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, military or veteran status, physical or mental disability, genetic information, and/or any other status protected by law.

#LI-LR1

Qorvo is an E-Verify Employer. For more information, please see the Right to Work and E-Verify Participation posters.

Keywords: Qorvo, Greensboro , Mgr- IT Systems, Other , Greensboro, North Carolina

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