Information Technology Services Specialist

Information Technology Services Specialist

Location:
Cleveland Ohio

Salary:
85k + Commissions

Service Operations

• Oversee day to day operations of the helpdesk and IT support team
• Manage ticket queues prioritization SLA adherence and aged ticket reduction
• Ensure accurate documentation and time entry
• Act as an escalation point for complex issues

Tools Processes and Quality

• Ensure proper use of PSA RMM and documentation systems in alignment with my client's standards
• Maintain and improve service procedures runbooks and knowledge documentation
• Monitor service metrics and drive improvements based on data and recurring issues

Team Leadership

• Supervise IT staff conduct regular one on ones and provide coaching and performance feedback
• Support hiring onboarding and ongoing skill development
• Foster a service oriented accountable and collaborative team culture

Client and Project Coordination

• Serve as a primary operational contact between my client and their managed service provider relationships
• Coordinate resources for support work and small to mid scale projects
• Communicate clearly with users and leadership regarding service status issues and improvements
• Gather and act on user feedback to improve service satisfaction

Environment and Asset Oversight

• Help maintain an organized safe and efficient IT workspace
• Support asset and inventory tracking processes