Summary: PAC Worldwide is looking for an IT Services Manager to become the newest member of the Global Information Systems and Technology Team. As the IT Services Manager you will lead the IT Services Team, which primarily provides support for hardware and line of business applications; perform asset management, network triage, access management, and support enterprise deployments. Your mission is to deliver world-class technology support to everyone at PAC. Your teams' responsibilities include troubleshooting and resolving issues with computers, mobile devices, phones, applications, and escalating tickets to Infrastructure and Application Development coworkers when necessary.
You're passionate about doing the right thing, delivering amazing customer experiences to your coworkers, leading with empathy and humility, and being a mentor for those you lead. These attributes are core to our values:
Integrity: Doing what is right even if it is difficult to do.
Service: Willing to help others be successful, because to serve people, is to value them.
Community: Building strength within our company and our communities by caring for each other and sharing our collective goals.
If this is you, then you belong at PAC Worldwide!
The IT Services Manager is a people manager role. You will report directly to the Manager of IT Infrastructure.
What you will be doing:
Leadership (Minimum 50% allocation)
Collaborate with the IT Project Manager to define, plan and execute on IT Services projects.
Collaborate with the Service Desk Supervisor and Infrastructure Manager on defining SOPs, escalation matrix, CMDB relationships, and service level agreements.
Coordinate work and on-call schedules for IT Services Technicians and IT Services Administrators.
Track and execute upon goals that achieve Target Service Factors.
Coach, mentor and develop IT Services Technicians and IT Services Administrators.
Conduct employee performance evaluations for the IT Services Team.
Tier 2 Support (Maximum 25% allocation)
Diagnose and resolve requests by providing desk side support after tier-1 resolutions have been exhausted.
Deploy hardware (laptops, desktops, tablets, handhelds, phones, etc.), install and configure client applications.
Update asset management systems with moves/adds/changes/deletes (MAC-D).
Document knowledge base solutions.
Tier 3 Support (Maximum 50% allocation)
Diagnose and resolve issues with manufacturing systems (PLCs, video, thermal printers).
Diagnose and work with the Applications team to resolve issues with line of business applications (Dynamics, PDE, Ignition, QlikView).
Work with the Network and Systems team to diagnose and resolve Infrastructure issues; deploy new Infrastructure hardware and systems; conduct Infrastructure maintenance.
Travel up to 30% is required. Other duties as assigned.
The position of IT Services Manager is mid-career.
Any equivalent combination of education and experience which provides the applicant with the knowledge, skills, and abilities required to perform the job will be considered.
You have an Associate Degree and at least 5 years of IT Services experience.
You have at least 2 years of people management experience.
ITIL Foundations certification is required.
Network+, Microsoft MTA, Microsoft Fundamentals, or CCNA certificates are highly desired.
Knowledge and understanding of IT Service Management (ITSM), IT Asset Management (ITAM), and Change Management.
Experience with the following:
Microsoft Windows, Microsoft Office, and Adobe applications
Active Directory, Microsoft Office 365, Microsoft Endpoint Configuration Manager, and Intune
Lenovo ThinkPad Laptops and Lenovo ThinkStation Desktops
Google Android Enterprise, Apple iPhone, Apple iPad, and Apple macOS
What you will bring to the table:
You seek to understand others, treat everyone with dignity and respect, and have a passion for technology, security and providing amazing customer experiences.
You exercise independent judgement, possess methodical diagnostic, investigative and integration techniques.
You can organize and prioritize multiple resources, schedules, and projects.
You believe in teamwork: helping each other win and take pride in each other's victories.
You exercise power and influence responsibly, take accountability for your own actions, you ask for help when you need it, you have a sense of ownership and urgency.
Physical Demands/Work Environment: The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Working conditions are normal for an office environment. Work requires extensive computer usage.
Ability to lift up to 50 pounds on a regular basis.
Ability to work evening and weekends as required by the needs of the systems being supported.
Ability to travel domestically and internationally by air.
Ability to bend, stoop, sit, kneel or stretch frequently.
PAC Worldwide is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other characteristics protected by law.