Technical Support - Senior Manager, IT Customer

Primary Location: Phoenix, Arizona

V-Soft Consulting is currently hiring for a Technical Support - Senior Manager, IT Customer for our premier client in Phoenix, Arizona.

What You’ll Need

Technical Requirements and Certifications »

• Current ITIL Certification (e.g., ITIL 4 Foundation or higher).
  
  

Education And Experience »

• Relevant degree from an accredited college or university such as a Bachelor’s Degree (e.g., B.A), training, coursework, and work experience relevant to the assignment.
• Bachelor’s Degree in Information Technology, Computer Science, or a related field.
• Minimum eight (8) years of related progressive experience in Information technology.
• Minimum of three (3) years management and supervision experience overseeing IT service desk, help desk, or technical support operations for an organizational workforce size of 1,000
• Previous experience in developing and managing ITIL-based ITSM processes (Incident, Request, Knowledge Management).
• Previous Experience implementing a Virtual Desktop Environment.
• Previous experience leading leaders.
• Prior experience working within a State or Local Government agency or other highly regulated environment.
• Experience with a modern Enterprise Service Management (ESM) platform (e.g., ServiceNow, Cherwell).
• Experience with Continuous Improvement/Lean.
  
  

Knowledge/Understanding

Knowledge, Skills and Abilities »

• Broad and generally deep understanding of all facets of management and leadership, as well as a vision for the IT customer support function.
• Thorough working knowledge of most infrastructure technologies and in-house developed applications utilized in the enterprise.
• Thorough working knowledge of the organization’s methodologies and tools.
• Thorough working knowledge of the organization’s policies and procedures.
• Thorough working knowledge of interrelationships among various internal and external organizational functions.
• Strong understanding of client operating systems (Windows, macOS), enterprise networking, security best practices, and remote support technologies.
• Strong understanding of the available technologies to implement a Virtual Desktop Environment.
  
  

Skills

• Excellent verbal, written, and listening communication skills.
• Excellent interpersonal skills and demeanor.
• Strong organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations.
• Effective project management skills with the ability to lead, direct the work of teams without formal supervisory authority.
• Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Word and Excel, PowerPoint; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive.
• Proficient in the use of enterprise level ticketing systems. (e.g. Service Now, Cherwell. Solarwinds Web Help Desk).
  
  

Abilities

• Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety.
• Ability to contribute to and execute strategic plans, manage budgets, and report performance metrics to executive leadership.
• Ability to work with a high degree of autonomy and also participate collaboratively as part of a team.
• Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner.
• Ability to build, motivate, engage, develop/grow, and retain a high performing team.
  
  

Interested?

Qualified candidates should send their resumes to jwilliams@vsoftconsulting.com

V-Soft Consulting Group is recognized among the top 100 fastest growing staffing companies in North America, V-Soft Consulting Group is headquartered in Louisville, KY with strategic locations in India, Canada and the U.S. V-Soft is known as an agile, innovative technology services company holding several awards and distinctions and has a wide variety of partnerships across diverse technology stacks.

As a valued V-Soft Consultant, you’re eligible for full benefits (Medical, Dental, Vision), a 401(k) plan, competitive compensation and more. V-Soft is partnered with numerous Fortune 500 companies, exceptionally positioned to advance your career growth.

V-Soft Consulting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

For more information or to view all our open jobs, please visit www.vsoftconsulting.com or call (844) 425-8425.