Iridium Satellite

  • Help Desk/IT Services Manager

    Job Locations US-AZ-Tempe
    Job ID 2018-1249
    Category
    Information Technology
    Worker Category
    Regular Full-Time[F]
  • Company Overview

    Iridium is the only truly global voice and data satellite communications network that connects people, organizations, assets, government and relief agencies with “on-the-move” availability.  Together with its ecosystem of partners, Iridium delivers essential, reliable communications with an easy-to-integrate platform and service for improved efficiency.  With more than 20 years of experience, Iridium will soon be launching the next-generation of connectivity, Iridium CertusSM- the most versatile global broadband service with improved speeds to satisfy the critical need to send and receive communications when traveling by land, sea or air.  For more information about Iridium products, services and partner solutions, visit www.iridium.com.

    Position Summary, Job Requirements & Responsibilities

    This position is responsible for all end user business systems and processes. The individual manages help desk analysts to ensure proper computer and network operation in support of end user business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user technology service requests. Problem resolution may involve the use of diagnostic and service request tracking tools, as well as providing in-person, hands-on help at all business system levels.  Will take ownership of IT Services Management (ITSM) systems and processes keeping them current and efficient.  The ideal candidate will have several years of expert level experience with ticketing ITSM products as well as expertise with deployment technologies for operating systems and mobile devices.

    ESSENTIAL DUTIES AND RESPONSIBILITIES:


    OPERATIONAL MANAGEMENT

    • Maintain ITSM systems by keeping service catalog, knowledge base, and incident reporting technologies current.
    • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
    • Prioritize and schedule requests.  Escalate problems (when required) to the appropriately experienced technician, analyst or engineer while building rapport and elicit problem details from help desk customers.
    • Direct hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
    • Responsible for establishing, documenting, monitoring and maintaining standard operating procedures (SOPs).
    • Establish SLA’s for routine service request and identify, implement and report KPI’s.
    • Direct Help Desk Analysts to optimize productivity and efficiency ensuring consistency of service at all locations.
    • Field incoming help requests from end users via telephone, ticketing system, and e-mail in a courteous manner and own results of the team.
    • Identify and learn appropriate software and hardware used and supported by the organization.
    • Responsible for end user software license software license compliancy. 
    • Manage projects with outside vendors in accordance with company standards and desired results as set by management.
    • Test fixes to ensure problem has been adequately resolved.
    • Perform post-resolution follow-ups to help requests.
    • Create, maintain and delete access accounts in accordance with company guidelines.
    • Train and provide guidance of team members.

    STRATEGY & PLANNING

    • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
    • Responsible for end user computing and peripheral inventory, demand forecasting, etc.
    • Participate in planning sessions for new system deployment and facilitate training for new systems.
    • Assumes responsibility for results of assigned projects.
    • Keeps abreast of current industry trends and practices to recommend solutions based on the Company's needs by partnering with key business leaders and soliciting feedback from internal customers.
    • Plans patch remediation and testing and documents results.

    ACQUISITION & DEPLOYMENT

    • An expert in deployment technologies including SCCM, Ivanti (formerly Shavlik or LANDesk). 
    • Assist IT Operations Team and Infrastructure team in deploying new software and applications.
    • Participate in setting User standards for Hardware and Software.
    • Route requests for new Hardware and Software to appropriate manager.
    • Maintain ITAM system with all required information.
    • Order and maintain supplies for PC, cellular and misc. computer equipment.

    Experience & Education Requirements / EEO

    QUALIFICATIONS

    • Strong Working knowledge of ITIL Standards and Processes. (Certification Preferred)
    • Knowledge of basic computer hardware, including switches, routers, printers, desktops, laptops, monitors, telephones VoIP systems and cell phones.
    • Experience with desktop and server operating systems, including IOS, Windows Desktop and Servers.
    • Experience with Service Desk ticketing.
    • Experience with System Center Configuration Manager (SCCM).
    • Scripting and coding experience as it pertains to OS deployment and application modification.
    • Working knowledge of a range of diagnostic utilities.
    • Exceptional written and verbal communication skills.
    • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
    • Strong documentation skills.
    • Strong attention to detail and ability to multi-task.
    • Prior working experience supporting and interfacing with C-Level executives.

    EDUCATION AND/OR EXPERIENCE

    • Bachelor’s degree in Computer Science/MIS or similar experience / technical certifications.
    • 5-7 years’ experience managing small to midsize IT teams.
    • 5-7 years’ experience with service desk ticketing.
    • Must be willing to travel.
    • Experience in telecommunications environments a plus.
    • Customer service focus.

    SUPERVISORY

    • Supervises the Helpdesk Analyst Team

    Iridium is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity or status as a protected veteran. EOE of Minorities/Females/Vets/Disability and other protected categories.

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