What are the responsibilities and job description for the IT Services Manager position at AppleOne?
The responsibility of the IT Service & Support Manager is to lead the delivery of IT Services from 3rd Party Service Provider(s) providing services and supporting Infrastructure, Servers, Network, and Devices. As well as leading a small COMPANY on-site team to support both the office staff, conference rooms, and manufacturing shop floor at all COMPANY locations. The IT Services & Support Manager’s role is highly visible as it is the face of IT Support for COMPANY.
• • Responsible for keeping our systems highly available and monitored, supporting our business at all locations across all shifts
• • Managing services & support activities to ensure requests are properly prioritized for timely resolution
• • Provide top notch Customer IT Services to COMPANY
• • Continuous Improvement focus, identifying root cause for permanent resolution of issue, band-aid solutions should only be used until the permanent solution is implemented
• • Identify and eliminate repetitive issues in the environment
• • Ensures effective utilization of on-site resources
• • Manage vendors to provide long term solutions so daily operations are reliable and efficient
• • Measure, track & report SLA’s & metrics to ensure quality delivery
• • Work with team to improve ticketing system & process to improve response rate and to drive key data metrics to drive improvements
• • Focus on Knowledge Repository for documenting problem resolution procedures that can be cross trained
• • Coordinate quoting, ordering and installation of new hardware, devices, and software, managing vendors as needed and appropriate
2
• • Assure the preservation of assets and data, by closely monitoring, IT reports, logs, to ensure proper management of backups, security, license tracking and compliance, device tracking, patching, capacity monitoring and end of life planning
• • Keep the CIO informed of the status of all issues, installations or infrastructure projects, escalating as appropriate
• • Make sure all changes to the Production Environment go through the Change Management Process and all new assets go through the Asset Management Process
• • Establish a Calendar of Planned maintenance, upgrades and patching events and work toward planning at least a quarter in advance
• • Lead and manage all infrastructure, network, device upgrade projects
• • Always look for ways to save money or add value with the proper application of technology within COMPANY
• • Identify inefficiencies and waste in support processes and propose improvements
• • Maintains quality service by helping enforcing organization standards
• • Allocate time and multi-task to manage multiple projects and priorities as required
• • Other duties as assigned
• • 2 or 4 year technical degree
• • Minimum 3.0 GPA (on a 4.0 scale), 3.5 is desired
• • Previous experience leading an IT Support Services Team
• • Demonstrated successful device, server, network, communications hands-on support
• • Strong Leadership Skills
• • Experience Managing 3rd Party Vendors
• • Demonstrated Customer Service skills
• • Strong communication skills, both written and verbal
• • Strong analytic and data orientation, must be good with reports and excel allowing for the effective identification for continuous improvement from ticket information
• • Ability to work effectively as an individual, in teams and directing work of employees and vendors with minimal direction
AppleOne is proud to be an Equal Opportunity Employer. We believe in people, and we are committed to working with people of all backgrounds and connecting them with clients and companies who share our goals of diversity and inclusiveness. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, color, national origin, age, gender identity or expression, genetic information, marital status, medical condition, disability, protected veteran status, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws..
The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf
The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_ English_formattedESQA508c.pdf
For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf
• • Responsible for keeping our systems highly available and monitored, supporting our business at all locations across all shifts
• • Managing services & support activities to ensure requests are properly prioritized for timely resolution
• • Provide top notch Customer IT Services to COMPANY
• • Continuous Improvement focus, identifying root cause for permanent resolution of issue, band-aid solutions should only be used until the permanent solution is implemented
• • Identify and eliminate repetitive issues in the environment
• • Ensures effective utilization of on-site resources
• • Manage vendors to provide long term solutions so daily operations are reliable and efficient
• • Measure, track & report SLA’s & metrics to ensure quality delivery
• • Work with team to improve ticketing system & process to improve response rate and to drive key data metrics to drive improvements
• • Focus on Knowledge Repository for documenting problem resolution procedures that can be cross trained
• • Coordinate quoting, ordering and installation of new hardware, devices, and software, managing vendors as needed and appropriate
2
• • Assure the preservation of assets and data, by closely monitoring, IT reports, logs, to ensure proper management of backups, security, license tracking and compliance, device tracking, patching, capacity monitoring and end of life planning
• • Keep the CIO informed of the status of all issues, installations or infrastructure projects, escalating as appropriate
• • Make sure all changes to the Production Environment go through the Change Management Process and all new assets go through the Asset Management Process
• • Establish a Calendar of Planned maintenance, upgrades and patching events and work toward planning at least a quarter in advance
• • Lead and manage all infrastructure, network, device upgrade projects
• • Always look for ways to save money or add value with the proper application of technology within COMPANY
• • Identify inefficiencies and waste in support processes and propose improvements
• • Maintains quality service by helping enforcing organization standards
• • Allocate time and multi-task to manage multiple projects and priorities as required
• • Other duties as assigned
• • 2 or 4 year technical degree
• • Minimum 3.0 GPA (on a 4.0 scale), 3.5 is desired
• • Previous experience leading an IT Support Services Team
• • Demonstrated successful device, server, network, communications hands-on support
• • Strong Leadership Skills
• • Experience Managing 3rd Party Vendors
• • Demonstrated Customer Service skills
• • Strong communication skills, both written and verbal
• • Strong analytic and data orientation, must be good with reports and excel allowing for the effective identification for continuous improvement from ticket information
• • Ability to work effectively as an individual, in teams and directing work of employees and vendors with minimal direction
AppleOne is proud to be an Equal Opportunity Employer. We believe in people, and we are committed to working with people of all backgrounds and connecting them with clients and companies who share our goals of diversity and inclusiveness. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, color, national origin, age, gender identity or expression, genetic information, marital status, medical condition, disability, protected veteran status, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws..
The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf
The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_ English_formattedESQA508c.pdf
For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf
Salary : $120,000 - $140,000
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