Job Description
Join Our Dynamic IT Leadership Team in Detroit, MI
Key Responsibilities
We are seeking a motivated leader to serve as the primary technical point of contact for WCAA Technology Services teams, overseeing daily IT Help Desk and support operations. This is a fantastic opportunity to lead a dedicated team providing 24x7x365 support, ensuring top-notch service delivery and seamless operations. If you are passionate about technology and leadership, this role is for you!
Key Responsibilities
- Lead and manage onsite staff providing Level 1, Level 2, Desktop Administration, and System Operations services.
- Maintain and update Standard Operating Procedures (SOPs) and ServiceNow workflows.
- Monitor service performance and ensure compliance with Service Level Agreements (SLAs).
- Provide escalation guidance and ensure timely resolution of complex incidents.
- Conduct weekly team meetings and monthly management reviews.
- ...