Company Overview
Teledyne Technologies Incorporated provides enabling technologies for industrial growth markets that require advanced technology and high reliability. These markets include aerospace and defense, factory automation, air and water quality environmental monitoring, electronics design and development, oceanographic research, deepwater oil and gas exploration and production, medical imaging and pharmaceutical research. Our products include digital imaging sensors, cameras and systems within the visible, infrared and X-ray spectra, monitoring and control instrumentation for marine and environmental applications, harsh environment interconnects, electronic test and measurement equipment, aircraft information management systems, and defense electronics and satellite communication subsystems. We also supply engineered systems for defense, space, environmental and energy applications. We differentiate ourselves from many of our direct competitors by having a customer and company-sponsored applied research center that augments our product development expertise.
Position Summary and Responsibilities
The IT Service Desk Manager is responsible for managing the Tier 1 IT Service Desk team in North America who provides IT support across all Business Units of Teledyne Technologies. The team is located in Huntsville, Alabama providing support from 6:00 am – 7:00 pm central time, Monday through Friday. The Tier 1 IT Service Desk provides support remotely, over the phone, using remote assistance tools. The Manager is also expected to take and resolve support calls, providing the same level of technical support as the team. The position reports to the Director, IT Service and Support Operations.
General Management– The position will have responsibility for managing a team. The Manager will be responsible for setting staff objectives, managing team output, evaluating and managing performance, mentoring and coaching staff, and hiring and firing. The position also has budgetary responsibility for the area and will help in the preparation of department budgets and business plans.
IT Service Desk Specific Management– The Manager will draw up schedules to ensure coverage with maximum support capability during busy periods and ensure vacation and sick leave is managed. The Manager will be responsible for coordinating IT communications as it relates to support and make sure appropriate escalation processes are in place and followed for critical issues. The Manager will monitor the Service Desk system and take appropriate actions to ensure service levels are being met and assist staff with prioritization as needed. The Manager will provide technical expertise to address complicated support issues that may be escalated to him by his team members. The role will require liaison with and close working relationships with the Manager – European Support Operations and other teams in the IT organization.
Service Desk Function- The Manager will be responsible for consistent, high quality, service desk response that meets all service levels. The IT Service Desk must ensure that all client problems and requests are handled in a professional and efficient manner. Wherever possible, the team should strive to resolve the client’s incident/request on initial contact and ensure problems requiring escalation to other teams are logged and assigned immediately. The Manager must strive to have all phone calls answered and issues responded to and resolved within the required service levels. The Service Desk must also attempt to resolve as many calls as possible on first contact with the client. Any calls dispatched to T2 Deskside and T3 support must be monitored to ensure timely resolution that meets service level. The Manager will also take calls and resolve issues.
Reporting- The Manager will be responsible for developing and generating weekly and monthly reports to measure and track the performance of the IT organization. The Manager will also develop metrics to measure the solution solving skills and capability of the IT Service Desk team.
Service Desk System– The Manager will have responsibility for maintaining portions of the ServiceNow service desk tool information and for promoting effective use of the system.
Knowledge Base– The Manager has the responsibility of ensuring all areas in IT build and maintain the SeviceNow knowledge base which will assist in increasing the team’s FCR (first call resolution) rate.
Supervisory Responsibilities
This position will directly supervise IT Service Desk employees and will manage their schedules, workloads and tasks. Direct leadership tasks include, but are not limited to: staffing, performance management, communicating relevant IT and business information, promoting career and skills development.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Bachelor’s degree in computer science / related field or relevant work experience
2-3 years minimum of IT management experience
At least 3 years of experience in Windows-based helpdesk/desktop support environments
Extensive general IT knowledge
Language Skills
Strong interpersonal skills
Strong oral and written communication abilities with all levels of management, employees, and customers including the ability to communicate with non-technical users
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to compute, analyze, and interpret numerical data for reporting purposes
Reasoning Ability
Perform work without appreciable management direction. Exercise considerable latitude in determining objectives and approaches to assignments
Able to handle complex problems and determine approach
Able to organize and coordinate projects and team activities
Interacts daily with subordinates and/or functional peer groups. Interaction normally involves exchange or presentation of factual information.
Able to identify the criticality and/or urgency of IT issues using relevant business and IT knowledge
Computer Skills
Experience in Windows, VMWare and Citrix operating environments as well as Microsoft desktop and e-mail applications
Proficiency in latest technology for IT systems (networking, security, server/storage, virtualization, software and database support)
Microsoft Office Suite (i.e., Outlook, Word, Access, Excel, PowerPoint, Project, Visio, etc.)
Support ticketing systems, change control methodologies and their importance to ITIL best practices
IT security concepts
Teledyne is an Affirmative Action/Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race,color,religion,religious creed,gender,sexual orientation,gender identity,gender expression,transgender,pregnancy,marital status,national origin,ancestry,citizenship status,age,disability,protected Veteran Status,genetics or any other characteristic protected by applicable federal,state,or local law. If you need assistance or an accommodation while seeking employment,please email ********** or call (855)479-1480. Determinations on requests for reasonable accommodation will be made on a case-by-case basis. Please note that only those inquiries concerning a request for reasonable accommodation will receive a response.
