IT Services Manager in Bellevue, Washington

Are you ready to catapult your career?  Do you want an opportunity to be a part of something that really matters?  If you consider yourself a MSP Professional...I'd like to talk to you!
Network Computing Architects, Inc. (NCA) is looking for a motivated, talented, customer-driven individual to lead the Service Desk section of our MSP solutions.  With 20 years? experience in the industry, you will find that NCA is a reputable & respected company, made up of smart, passionate people who thrive in a learning environment.  We work with organizations of all sizes and verticals to implement and support cutting-edge technical solutions; allowing businesses to excel in today?s fast paced environment.
NCA?s Service Desk offers managed services through helpdesk, IT staff augmentation and consulting functions.  You will play a critical role in continuing to develop the offerings and processes for significant growth.  You will interact at all levels of management with an opportunity for growth and upward mobility within the company.
A successful person on our team will be openly communicative, team-oriented, customer-focused, willing to step in and use your knowledge and experience to accelerate the teams? capabilities.  If you consider yourself a leader, a driver, someone that wants to help build a dynamic business, you will love working at NCA.   
THIS POSITION PAYS 65 - 80 K/annually plus full benefits are available to you first of month following date of hire!
 
 
 
Position Summary: 
 
The IT Services Manager is responsible for the day to day operations of desktops, servers and database systems.  This position provides end-user support and training to all  users.   This individual is also responsible for performing desktop, server, network and/or telephony support to external customers according to Service Level Agreements (SLAs).  The IT Services Manager will provide exemplary customer service by effectively consulting with users and customers on all aspects of end-user computing and will resolve or escalate accordingly.   This person will manage, enhance, and monitor our managed service offerings and is responsible for customer satisfaction and excellent execution of services. 
Primary Job Responsibilities:
Provide end-user support and training; oversee role of ?help desk? for internal and remote workforce working with our out-sourced help desk team
Perform desktop, server, network, VOIP and/or other support as customer?s Service Level Agreement (SLA?s) dictate
Manage ticketing system, address issues based on urgency and other relevant factors
Track and document all service activity in ticketing system; escalate and follow-up as needed
Review, analyze, and evaluate end user IT equipment, provide technical direction to users and  make recommendations for improved utilization
Install, configure, and maintain end user hardware, software, and peripherals
Perform and document system operations processes and procedures including installation and testing of system upgrades, failover, and configuration
Communicate issues clearly to business and technical groups internally or externally as situation warrants
Enforce system and network security guidelines and procedures
Ensure back-up / disaster recovery information is current and appropriately archived
Manage virtual infrastructure including servers and workstations
Ensure operation of physical Security Access Controls
 
Other Responsibilities:
Prepare metrics, activity and progress reports regarding projects, tasks, and operations
Provide on call support as necessary, may require after hours or weekends
Attend training and pursue product certifications as required
Complete other technical and system-related projects and duties as assigned
 
 
Systems/Software required to support:
Server hardware
Windows 2/2008 Server OS
Windows Active Directory
Desktops/laptops/smart phones/tablets
Windows 7 and MS Office 2008 / 2010
ShoreTel- VOIP telephony
Firewalls
Video conferencing
VMWare
Anti-virus
Trouble ticketing systems
 
Qualifications/Requirements:
Associate's degree in Information Technology, Computer Science, or a related field, or equivalent experience
Minimum of 5 years? experience providing technical support
Service support to external customers preferable
Clear verbal and written communication skills with the ability to relay technical information to non-technical audiences
Exemplary customer service skills
Must be detail-oriented and provide consistent and timely follow-through
Strong technical support and troubleshooting skills; comfortable supporting a wide range of products and technologies
Working knowledge of support ticketing systems, managed services and Service Level Agreements (SLAs)
Experience with ITIL or other IT Service Management platforms a plus
Microsoft and/or Cisco certifications a plus

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