About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">External Job Description</H2> </div><div><ul> <li>Manage the Service Desk and Front Office teams to meet or exceed established SLAs and performance metrics.</li> <li>Actively manage a team of engineers by monitoring ticket queues, assessing workload distribution, and prioritizing incidents and service requests based on business impact.</li> <li>Oversee daily helpdesk operations to ensure that all user issues regarding hardware, software, and computing devices are responded to and resolved in a prompt, timebound manner.</li> <li>Provide high-level technology expertise with a heavy emphasis on maximizing the overall end-user experience and minimizing downtime.</li> <li>Ensure the entire Front Office and Service Desk team consistently meets or exceeds desired Service Level Agreements (SLAs) and operational metrics.</li> <li>Lead the installation, configuration, and maintenance of server environments, network architectures, and cloud services.</li> <li>Ensure maximum uptime and performance of IT infrastructure, focusing on end-user experience and operational efficiency.</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Competencies</H2> </div><div><div>Data Architecture</div><div>Data Compliance</div><div>IT Infrastructure Management</div></div></div></div>