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22 days old

IT95 - IT Manager

Kelly Services
Boise, ID 83756
**IT Support Center Manager**



**Boise, ID**



**Direct Hire**



Responsibilities:




+ Ensure the team is trained and capable to handle incidents/work orders from a variety of business units, store locations and corporate departments.

+ Work on and complete multiple projects and deliverables with limited supervision and be able to work both independently and/or in a team environment as needed.

+ Define service levels and service agreements to optimize the customer service experience.

+ Ensure the Support Center is properly staffed to meet the call volume. Handle staffing issues, performance reviews, merit/promotion suggestions, employee training and mentoring.

+ Manage resources during light call times and ensure there is plenty of work to be done.

+ Create dashboards and reports in the ITSM system as needed.

+ Provide analysis and thoughtful insight to optimize and streamline the trouble management process.

+ Ensure the team accurately completes documentation of workflow, procedures, job aids, etc.

+ Works with other IT Department teams to troubleshoot and solve complex issues and to maintain consistency in problem resolution.

+ Obtain regular feedback from customers and support partners to foster a continuous improvement culture and methodology.

+ Bring new ideas, concepts, improvements, processes and changes to management for discussion.

+ Participate in change management discussions and adhere to all change management policies.

+ Adhere to all company policies and procedures.

+ Effectively implement service policies and procedure to support company objectives.





Qualifications:




+ College degree preferred

+ Retail convenience store management experience is highly desirable

+ Certification such as ITIL Foundations or HDI Service Desk Manager highly desirable

+ Minimum of 5 years of experience within IT helpdesk or customer support role

+ At least 5 years experience leading helpdesk processes or managing IT service delivery personnel in an enterprise environment

+ Excellent verbal and written communication skills

+ Strong analytical and organizational skills, detail orientated, and excellent interpersonal skills

+ Ability to multi-task and prioritize in a challenging, fast-pasted, dynamic environment

+ Ability to work at times outside business hours for infrastructure upgrades, outages and implementations

+ Ability to mentor and grow staff to move into bigger roles. Foster an environment of learning, improving and moving up within the organization.

+ Strong understanding of up-to-date enterprise IT concepts, practices, and procedures, including ITIL or ITSM

+ Lean, six-sigma and other process improvement skills

+ Must be able to effectively communicate with senior management and executives




**Why Kelly** **** **?**



With Kelly, youll have direct connections to leading IT organizations in the best companies around the globeoffering you the chance to work on some of todays most intriguing, innovative and high-visibility projects. In a field where change is the only constant, our connections and opportunities will help you take your career exactly where you want to go. We work with 90 of the Fortune 100 companies companies and found opportunities for more than 8,600 IT professionals last year. Let us help advance your career today.





**About Kelly** ****




At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.



Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.
Posted: 2020-01-06 Expires: 2020-02-10

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IT95 - IT Manager

Kelly Services
Boise, ID 83756

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