it manager, deskside support

Location: Mason, OH

Pay Based on Experience -- Direct Hire

ACCOUNTABILITIES:

Responsible for the relationship and delivery of Desktop and Desk-side services
Developing and implementing improvement to the cost, quality and delivery of the services
Managing the overall governance of all vendors operating in the service functional space
Establishing performance parameters and guiding principles for the delivery of products and/or service in support of business goals
Maintaining performance against all applicable service levels and developing/maintaining business continuity plans to meet agreed service levels
Facilitating corrective action on performance issues to resolution with the impacted IT/business teams
Participating in service outage/incident recovery and managing and developing assigned staff including coaching/mentoring and performance management.

QUALIFICATIONS:

High school diploma required; Bachelor's Degree in IT discipline is preferred
Minimum 10 years of experience in Information Technology or equivalent business experience, required
Minimum 5 years of experience leading teams, including coaching, mentoring and supervising daily team activities, required
Minimum 8 years of experience delivering desktop operating system development and support in an enterprise environment, required
Minimum 5 years of experience managing delivery of anti-virus and security/operating system patching programs in an enterprise environment, required
Proven track record leading a team to achieve targeted service levels, required
Experience setting up a Managed Services operation and large project management experience, preferred
Familiarity with Sarbanes-Oxley, ITIL, preferred

ADDITIONAL INFO: