IT Support Manager

The IT Support Manager is responsible for overseeing and improving the continued operations of the World Class PDI Help Desk team known as ATLAS (All Things Logistics And Support). In order to perform this role successfully, the IT Support Manager will need to efficiently perform the following:

Roles and Responsibilities

• Ensure SLAs as defined by management are met within all Ticket Queues in JSM
• Ensure proper handling and routing of phone calls received by the PDI Help Desk
• Ensure walks ups to ATLAS receive +1 service in a timely fashion
• Conduct one on one touchbases with direct reports on a regular basis
• Identify any reoccurring tasks not yet captured within the JSM and update the PM Confluence Documentation and Jira automation for tracking purposes
• Identify, create and/or update any gaps in Confluence knowledge base in regards to ticket resolution
• Maintain appropriate canned responses for ticket resolution
• Provide data on ticket numbers and details as requested by management
• Communicate any issues/concerns/suggestions to improve any of the areas of responsibilities listed above to the Director of IT Experience
• Other Duties as Assigned

some of our benefits…

Power Design has national health and dental plans, and we also offer life insurance and short and long term disability plans. You’ll receive paid vacations and holidays as well as national discount programs for everything from movie tickets to flowers, rental cars, phones and vehicles! We also offer a 401(k) retirement plan as well as incentive and recognition programs. Relocation opportunities may also be available!