Service Desk Technical Manager

Detroit, MI, United States

Title: Service Desk Technical Manager

Location: Detroit Metropolitan Wayne County Airport (DTW)

Ever wanted to know more about working at an airport? Here is your chance to find out as ServiceTec, the leading independent provider of managed IT services to the aviation industry, has an exciting recruitment opportunity due to business expansion for a Service Desk Technician at Detroit Metropolitan Wayne County Airport (DTW) in Michigan. If you are looking for an exciting challenge whereby no two days are the same, then this position may be for you.

FLSA Status and Hours: This is a full time, salaried, non-exempt position with great hours: Monday-Friday 8:00 AM-5:00 PM.

Position Overview: The Service Desk Technical Manager is responsible for ensuring the Company's contractual commitments, site goals and timelines are met through first-level day to day support and maintenance of the supported IT systems on site at Detroit Metropolitan Wayne County Airport (DTW); serve as a point of escalation for the resolution of application, hardware and software issues within the Service Desk Team.

Responsibilities

Provide technical support of network, applications, printers and other peripherals, and related technology for services supported under the terms of the contract.

Assist in support for issues within the Service Desk Team when workloads are high or additional experience is required for all services under the terms of the contract utilizing approved processes, procedures, scripts and knowledge articles.

Ensure workflow and quality of work meets or exceeds the remedial and routine performance criteria stated within the Statement of Work.

Provide technical advice for the development, design, and systems integration for client engagement from definition phase through to implementation and transition to support.

Participate with staff training, coaching, mentoring and recurrent training and awareness sessions where needed.

Represent the Service Desk Team in meetings and events where this function has a stake hold.

Provide shift coverage in the event of absence through sickness or vacation.

Experience and Qualifications: College diploma or university degree in the field of Computer Science, Information Technology, or related field and 3-5 years equivalent work experience.

Proven experience with ticketing applications and providing level 1 or 2 support to a large business or organization (1000+ employees).

Experience working in airports is preferred, but not a requirement.

Ability to inspire, mentor, and support people.

Must be a self-motivated individual who can perform with minimal direction, using sound judgment and creativity in solving highly complex technical problems.

Experience and proficiency with the following applications and devices: Microsoft Office products, Adobe products, Mitel Avaya IP Phones, Smartphone devices, VPN, and Network Printers.

Understanding and working knowledge of TCP/IP and Multicast technologies.

Working knowledge and understanding of Active Directory.

Must be able to pass an airport background investigation, which includes a criminal history check.

Must possess a valid driver's license.

Preferred Knowledge and Certifications: Server/domain controller/storage array systems.

Desktops and PC hardware.

Installing/configuring printers.

Microsoft Operating Systems.

Certified in at least of the following areas: A+, Net+, or Security+, or equivalent as deemed acceptable by ServiceTec.

ITIL Foundations training/qualifications advantageous.

PCI DSS Compliance certification preferred.

Benefits: Excellent healthcare benefits: Medical and Dental.

401K including an employer match.

Paid time-off and sickness leave.

Paid Military Leave.

Join Our Team:

ServiceTec International, Inc. specializes exclusively in the provision of Managed IT Services to the world's airport and airline industries, and have been doing so since 1989. We operate globally with headquarters in the UK and the USA, and offices in Canada, The Netherlands, Germany and Norway. We partner with airports and airlines of all sizes to manage, maintain, monitor and support business and mission critical IT systems.

ServiceTec Culture: We're a people-oriented company. We value our employees, believing they should be treated fairly, with courtesy and respect.

We believe people work better when they feel supported and know that there is a team behind them. We nurture talent and our philosophy is to promote from within if at all possible.

We consistently recognize those employees who go "above and beyond."

ServiceTec International, Inc. is an Equal Opportunity Employer and will comply with all applicable local, state, and federal statutes concerning equal employment opportunity with regards to all employees whether full time, part time, casual, temporary, and seasonal or contract. ServiceTec will not discriminate on grounds of sex, trans-gender status, sexual orientation, religion or belief, marital status, civil partnership status, age, race, ethnic origin, color, nationality, national origin, disability or on other grounds not prohibited by legislation. This policy applies to the process of recruitment and selection (both internal and external), promotion, training, conditions of work, pay and benefits and to every other aspect of employment, including general treatment at work and the processes involved in the termination of employment.