Mgr- IT Systems
Posted on: June 10, 2021
The Service Desk Manager will be tasked with managing a team of
5 Service Desk and 12 End User Computer personnel in a 24x7
The role will be 80% management and 20% hands on.
Manage an experienced team of service desk and desktop support
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
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
Comprehensive knowledge of Windows based desktops
Knowledge of MDM
- Strong leadership and communication skills
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
Excellent problem solving, negotiation and decision-making
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.
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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