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About the role ICON and you Application Process Day in the life Who we are

IT Manager (Service Desk)

011226_2

About the role

This vacancy has now expired. Please click here to view live vacancies.
1.             PURPOSE OF THE JOB:
 

·         .
Responsible for the management of IT Service Desk Operations as part of the global service delivery management team.

 
2.             JOB FUNCTIONS/RESPONSIBILITIES:
 

·         .
*Recognize, exemplify and adhere to ICON's values which center around our commitment to People, Clients and Performance.
·         .
*As a Manager, the employee is expected to recognize the importance of and create a culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.
·          
*Manages IT service desk activities for the global service delivery team.
·          
*Oversees service desk operations and acts as an escalation point for staff and serious system problems.  Instructs IT support staff to perform minor remedial actions to correct problems based on knowledge of system operation. Refers all major hardware problems to service personnel for correction in a timely manner.
·          
*Manages, analyzes and provides metrics around the service desk system and distributes findings to Director, IT as well as to the management of other functional areas of IT
·          
*Attends weekly Change Control and monthly Problem Management meetings to gain awareness of changes to the landscapes/problems within the landscape and to ensure the appropriate actions are taken
·          
*Manages the integration of IT services, projects and support for new and existing ICON offices
·          
*Provides periodic updates to Regional Office Directors as necessary and attends local office meetings as scheduled.
·          
*Assists in the creation and enforcing of ICON’s computing policies as outlined in the employee handbook to the offices under their control.
 
·          
*Manages computer standardization, support, policies, and layout for all relevant office locations.
·          
*Travels to all offices periodically to review staff performance, conduct performance appraisals and audit the IT operations at each office under their responsibility.
 
·          
Attends technical conferences and seminars to keep abreast of new software and hardware product developments. Reads trade magazines and utilizes other resources to obtain the latest product information.
 
·          
Researches and recommends new technological strategies to senior management.
·          
Other duties as assigned

 
*Essential Functions
 
3.         QUALIFICATIONS/EXPERIENCE REQUIRED:

·         .
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
·          
Bachelor's degree in Information Technology, Computer Information Systems, Computer Science or equivalent degree, AND/OR
·          
A minimum of three years of experience in an IT Management related position
·          
A team player with ability to communicate across functional departments
·          
Good proficiency in English
·          
Appropriate in-depth IT knowledge
·          
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from the staff.
·          
*Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
·          
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear.  The employee frequently is required to reach with hands and arms.  The employee is occasionally required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
·          
Due to the nature of this position it may be required for the employee to travel (less than 10%).  Therefore, dependent on the employees location, the employee may be required to possess a valid Drivers license.

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