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Posted: Monday, September 4, 2017 2:00 AM

Our vision is to be the best provider of building products in the eyes of our customers, employees, shareholders, suppliers and communities. At Masonite, we understand that people are key. We are a composite of diverse people who come together by showing support and respect to one another. We hire people that demonstrate integrity under pressure. Integrity is at the foundation of everything we do. It is in each door we make, in our commitment delivery and in our honest and sincere communication. Our employees are flexible, versatile and resilient. Our ability to weather any storm, to bend without breaking, is what allows us to hear the knock and open the door with confidence, no matter whatA?s on the other side. At Masonite, we hold the door open for each other and for new ideas. We want everyone to freely contribute ideas and add value, so we are positive and encouraging. This collaborative environment is what makes Masonite a transparent, fair company: one that doesnA?t hide behind closed doors. We continuously strive to improve both our products and our customersA? experiences. This drive leads us to revolutionize the door industry and help people walk through walls. The IT Service Desk Manager is responsible for managing the technical ticketing system, the technical support process, inventory management of all desktop equipment, access management of most IT systems and communication of technical support issues to Masonite IT users. Manage team of four service desk analyst and two service desk leads which includes hiring and firing, managing hourly reporting including overtime, vacation and sick leave. Also responsible of evaluation, training and development of staff.Manage all level one and two technical incidents and service request generated though the IT ticketing system, IT Service Desk Call Center calls and walkup traffic.Ensure that all support requests are well documented in the IT ticketing system from the creation of the ticket to the completion of the request.Ensure that all calls received on the IT Service Desk Call Center are handled in an appropriate and professional manner providing excellent customer support.Work with the other IT support teams to ensure proper escalate of issues that are greater than level two technical issues.Develop and ensure that all access request tickets are following a sound and secure process that meets SOX requirementsManage the IT knowledge base system that are used by service desk staff members and the IT user base to solve repeatable issues.Work with IT support team resources to ensure proper processes are created to inform, track and support the IT user municate with internal customers, team members and management regularly during all aspects of ongoing technical issues.Create and manage reports to upper level management about all aspects of IT Technical Management including SLAs.BachelorA?s degree or higher PreferredAt least five yearsA? experience with IT Service/Help Desk operations for companies with at least 1000 IT usersThree or more years in a previous IT Operations Management or related position requiredExperience managing an IT Call Center software system required, Cisco Call Center experience preferredDemonstrates people management and organizational skillsReceives direction and produces results in a timely manner with minimum oversightPrioritizes to meet deadlines while producing high quality resultsExperience coordinating SOX audited access management procedures is preferredExperience with IT Service Management System requiredExperience with either BMC (TrackIT, FootPrints or Remedy), Service Now or Cherwell preferredExperience with Microsoft Windows, Microsoft Office, Desktops, Tablets and printersCommunicates effectively and professionally with users, customers, and other IT personnelITIL Foundation Certification is a plus Project Management knowledge is a plus


• Location: Tampa

• Post ID: 40732567 tampa is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017