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Service desk manager


This is a Full-time position in Costa Mesa, CA posted September 4, 2019.

Management: Create/maintain an inspiring team environment with a culture of open communicationsEnforce, refine and develop processes to deliver outstanding client support experienceSet and administer clear team goalsOversee day-to-day operations of service deskMonitor team performance and report on metricsReceive feedback from team members and resolve issues/conflictsReview and validate team member hours on daily basisReview time off requests and ensure proper staffing 24/7Enforce team member breaks Service Desk: Troubleshoot, update, resolve and close trouble ticketsQuickly prioritize tasks based on operational impact Create detailed notes of ticket activities Maintain a record of time spent on a per ticket basisMaintain SLA times as specified per client contractCoordinate 3rdparty support with vendorsNotify Management of vendor SLA violationsDelegate tasks and tickets to Level I & II staffWork Level I & II ticket escalations toward resolutionMaintain monthly billable quota of 100 hours System Administration and Maintenance: Lead assigned ProjectsStage new workstations, servers, firewalls, WAPs, and switchesDevelop, implement and maintain firewall and switch security policy standardsMaintain up to date network diagrams of on all supported client networksMonitor RMM alerts and resolve issues as requiredPerform monthly client maintenance tasks as assigned Field Work: Troubleshoot and repair client hardware and softwareUtilize hardware and software vendor support in troubleshooting and repair processTrack, document, and facilitate repairs from start to finish via ticket systemCoordinate maintenance and repairs with client POC (Point of Contact)Coordinate vendor maintenance and repairs with client POC Assist project leads on project implementationTest and repair network drops and patch panels when feasible Test and repair PBX and telecom connections when feasible Projects: Lead or assist in completion of assigned projects, projects may include (but are not limited to): Develop and manage cabling infrastructure Client site openings and renovations, Workstation, network and/or hardware upgrades Network Security Audits/Penetration Tests Security policy updates and audits Software upgrades/implementations Skills/Experience: 3+ year of prior IT management experience7+ years of prior helpdesk and/or network admin experienceBachelor’s Degree, MCSA, CCNP, ECSA or equivalent certifications/experiencePrior, in-depth experience with twenty or more of the following technologies: Microsoft Windows, Microsoft Windows Server, Active Directory, DHCP, DNS, VPN (site to site and SSL/IPSEC), Microsoft Azure, AWS, Microsoft Exchange Online, Microsoft SQL, Hyper-V, VMWare, Windows server backup solutions, Microsoft Office, Mac OS, Autotask PSA, VoIP, AEM/Datto RMM, QoS, PoE, VLAN, Packet Analysis, Penetration Testing, UTM Firewalls, DPI, Layer 2/3 Routing and Switches, vSwitching, RDMA, WAPs, Apple iOS, Android Ability to quickly and independently prioritize tasks Off hours availability required, must be able to take calls and remotely fix emergency issues during off hours and weekends.Good longevity in current and past positions Physical Requirements:In general time spent in each function: Sitting 80%Carrying 10%Lifting 5%Crawling 5% Other Requirements: Ability to lift up to 50 lbs., 10-20 is typicalAbility to carry up to 120 feetAbility to reach up to 6 feet, 2-4 is typicalAbility to work under desks IMPORTANT NOTICE: This description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

This document does not create an employee contract, expressed, implied or otherwise, and does not alter the “at will” employment relationship of the employer and employee.