IT Manager

Lead and oversee the Service Desk staff and ensure the end users receive the appropriate assistance.
Monitor SLAs and KPIs to ensure targets are being met and identify opportunities for improvement.
Schedule, train and provide guidance to the Service Desk staff.
Serve as an internal escalation point for resolving difficult customer issues.
Develop and maintain necessary documentations of issue/problem management, procedures and policies.
Assist users on identifying issues and requests and maintaining the tickets on IT Service Management system.
Plan and manage Windows OS desktop environments (Windows 7, Windows 10), multi-functional printers and video conferencing devices, and keep these technologies with latest patches and up-to-date versions
Collaborate with IT internal technical staff and customers to perform endpoint devices, servers, network and other assessment services.
Support on planning and management of local network infrastructures

Excellent interpersonal skills for establishing and maintaining effective working relationships with stakeholders and customers.
Experience in PC and peripherals maintenance, support, remote support solutions and troubleshooting
Familiar with setup and configuration of Windows OS environment with Active Directory
Experiences on software packaging, distribution technologies, and building OS images via SCCM/Intune are a plus.