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

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.