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: • Team Leadership: • 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. • Deskside Support Management: • 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. • Continuous Improvement: • 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.