Job description
About Vantage Data Centers
Vantage is committed to being a workplace of inclusion, equity, respect and acceptance. We celebrate diversity and intentionally seek out opportunities to learn from one another’s experience.
Vantage Data Centers powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.
IT Department
Vantage’s IT department is responsible for the management and maintenance of the company's technology infrastructure. This includes hardware, software, and network systems, as well as the people and processes that support them.
The IT department plays a critical role in ensuring that the company's technology is reliable, secure, and up-to-date, in order to support the organization's goals and objectives. The IT department is responsible for managing the company's IT assets and services, including computer systems, networks, data storage, software, and telecommunications systems.
Position Overview
The Service Desk Plus Application Manager is responsible for managing the Service Desk Plus application, which is used to provide first-line technical support to employees and customers. This includes managing the application, patching and configuration of the system. This role would also be responsible for training and support of the tool to our internal users.
Essential Job Functions
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Manage the Service Desk Plus application, including upgrades, patches, and maintenance
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Ensure that the application is properly configured and customized to meet the needs of the organization
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Provide training and support to users, including troubleshooting and problem-solving assistance
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Coordinate with other IT teams to ensure that the application integrates seamlessly with other systems
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Monitor and analyze application performance, and make recommendations for improvements
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Develop and implement policies and procedures for the use of the application
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Provide regular reports on the performance and usage of the application
Duties
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Managing the Service Desk Plus software application, including maintenance, upgrades, and troubleshooting.
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Working with the service desk team to identify and implement process improvements to improve the overall efficiency of the service desk operations.
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Training and supporting end-users on the Service Desk Plus application, including providing guidance on how to use the application and troubleshoot any issues that arise.
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Monitoring and analyzing application performance, and troubleshoot any issues that arise.
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Collaborating with IT and other departments to ensure that Service Desk Plus aligns with the company's overall IT strategy.
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Developing and maintaining documentation for the Service Desk Plus application, including user guides, training materials, and troubleshooting guides.
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Developing and maintaining service level agreements (SLA's) and ensuring that the service desk team is meeting these SLA's.
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Managing and ensuring the security and compliance of the Service Desk Plus application.
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Keeping abreast of new developments and advancements in the Service Desk Plus application and making recommendations for improvements.
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Representing the service desk team and the Service Desk Plus application in IT and company-wide meetings and initiatives.
Job Requirements
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Bachelor's degree in Computer Science, Information Technology, or a related field
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At least 3 years of experience managing a service desk application
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Strong knowledge of Service Desk Plus application
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Experience with incident management, problem management and change management
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Strong problem-solving skills and ability to troubleshoot technical issues
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Strong communication and leadership skills
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Experience working in a fast-paced, high-pressure environment
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Strong analytical and data management skills
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Experience with ITIL framework
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Strong understanding of ITSM (IT service management practices)
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Experience in service desk process improvements and optimization
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Travel required is expected to be less than 10%
Additional Details:
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Salary Range: $100,000 - $115000 Base + Bonus (this range is based on Colorado market data and may vary in other locations)
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This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.
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Compensation for the role will depend on a number of factors, including your qualifications, skills, competencies, and experience and may fall outside of the range shown.
We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other’s strengths and respecting each other’s weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard an efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.
Safety and security always matter. During COVID, all positions that can work remotely have been, and appropriate steps have been taken to ensure the safety of employees in any position essential to be on site. Regardless of where you are working, technology to work effectively is provided on or in advance of your first day of employment.
Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.
Don't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.
Vantage Data Centers is an Equal Opportunity Employer
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