Service Manager – WPS (Z160)

Gracemark Solutions; Dallas (TX); On-site; USD 95,000 - 130,000; Full time

Job summary

Gracemark Solutions in Dallas, TX seeks a Service Manager – WPS to lead and coordinate IT services, including Deskside, Service Desk, SCCM, VDI, Tools, and Security. You will oversee a team, optimize processes, and ensure secure, reliable operations across the environment.

You will work with cross-functional IT and operations teams, mentor staff, drive innovation, monitor KPIs, and manage incidents, hardware/software inventories, and vendor relationships to support business needs.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field.
• Experience managing IT services with SCCM, Tools, VDI, and Security.
• Strong ITSM/ITIL knowledge and security compliance understanding.
• Excellent communication, problem-solving, and leadership skills.
• Warehouse/asset management experience is a plus.

Responsibilities

• Supervise and mentor Deskside and Service Desk teams.
• Oversee SCCM, VDI, Tools, and Security services design and maintenance.
• Manage service desk operations, incident and request processes.
• Monitor KPIs and drive process improvements.
• Collaborate with cross-functional IT and operations teams.
• Maintain and manage hardware/software inventory.

Skills

ITSM

ITIL

Leadership

Communication

Security compliance

Education

Bachelor's degree in IT/CS or related field

Tools

SCCM

VDI

Asset management tools

Security tooling

Job description

About the job Service Manager – WPS (Z160)

Job Description:

The Service Manager oversees and coordinates a range of critical IT services including Deskside and Service Desk functions, SCCM (System Center Configuration Manager), Tools Management, VDI, Exchange (Virtual Desktop Infrastructure), and Security Services. This role involves managing a team, optimizing processes, and ensuring the efficient and secure operation of these services. The Service Manager reports to the IT SDM and collaborates with cross-functional IT and operations teams.

Key Responsibilities:

• Supervise and lead a team of professionals responsible for SCCM, Tools, VDI, and Security Services, also train, and mentor Deskside Support Technicians and Service Desk Agents.
• Foster a positive and collaborative work environment within the team.
• Provide training, mentorship, and support to team members.
• Drive Innovation and Transformation
• Service Desk Management:
• Oversee the daily operations of the Service Desk, including call management, ticket routing, and issue resolution.
• Monitor and improve service desk KPIs, such as response and resolution times.
• Implement and maintain incident and request management processes.
• Manage on-site technical support for end-users, including hardware and software troubleshooting.
• Ensure timely response to on-site requests and prioritize tasks based on impact and urgency.
• Manage hardware and software inventory and maintenance.
• End-User Support:
• Collaborate with end-users to understand their IT needs and issues, ensuring a high level of customer satisfaction.
• Escalate complex technical issues to appropriate teams and ensure follow-up and resolution.
• Identify opportunities for process improvement and user education.
• Problem Resolution:
• Proactively identify recurring issues and work on long-term solutions to prevent them.
• Maintain a knowledge base for common issues and solutions.
• Collaborate with other IT teams to resolve complex technical problems.
• SCCM Management:
• Oversee the design, deployment, and maintenance of the SCCM infrastructure.
• Ensure software distribution, patch management, and endpoint configuration are effectively managed.
• Collaborate with application owners to facilitate software packaging and deployment.
• Tools Management:
• Manage and maintain IT tools and applications, such as monitoring solutions, asset management, and helpdesk software.
• Ensure tools are available and operational to support IT and business functions.
• Evaluate and recommend new tools as needed.
• VDI (Virtual Desktop Infrastructure) Management:
• Oversee the design, deployment, and maintenance of the VDI environment.
• Ensure virtual desktops and applications are available, secure, and optimized for performance.
• Collaborate with end-users and application teams to provide VDI support.
• Security Services:
• Collaborate with the IT security team to ensure security policies and practices are implemented within the services managed.
• Conduct regular security assessments and audits for SCCM, Tools, and VDI components.
• Respond to security incidents and lead remediation efforts.
• Warehouse Management (if applicable):
• Manage IT equipment and inventory stored in the warehouse.
• Ensure equipment is readily available for deployments and maintain accurate inventory records.
• Collaborate with procurement for equipment procurement and disposal.
• Vendor and Asset Management:
• Manage vendor relationships for software, hardware, and services related to SCCM, Tools, VDI, and Security.
• Maintain asset inventory records and oversee the asset lifecycle.
• Budget management for service-related expenses.
• Documentation and Reporting:
• Maintain accurate records and documentation for the services managed.
• Generate regular reports on service performance, security incidents, and compliance.
• Identify opportunities for process improvement and cost reduction within the services.
• Lead and support service enhancement initiatives.

Qualifications:

• Bachelor's degree in IT, Computer Science, or a related field (or equivalent work experience).
• Proven experience in managing IT services, with a focus on SCCM, Tools, VDI, and Security.
• Strong knowledge of IT service management (ITSM) and ITIL best practices.
• Understanding of security principles and experience with security compliance standards.
• Excellent communication, problem-solving, and leadership skills.
• Experience with warehouse and asset management (if applicable).
• Relevant certifications, such as CompTIA Security+, ITIL, or vendor-specific certifications, are a plus.