Position: Walnut_System Administration Manager
Company: SD Solutions
Experience required: 3y
English level: upper

On behalf Walnut, SD Solutions is looking for **a System Administration Manager** to contribute in the fast-paced startup!

SD Solutions is a staffing company operating globally. Contact us to get more details about the benefits we offer.

The Manager, IT End User Services, leads a team of highly-collaborative and results-oriented IT Analyst team members tasked with delivering global IT services across the company. The Manager, IT End User Services is in charge of scaling, increasing performance, and providing great team member experience in order to help drive forward business success based on world-class infrastructure & operations.

**Responsibilities:
**
Implement and maintain user access policy and management.
Build, scale and manage our Service Desk team to support our needs as a distributed company.
Work with PeopleOps to enable smooth onboarding/offboarding of all team members, ensuring that all hardware and IT services are available day one.
Provide a clear channel of feedback to improve the efficacy of onboarding and to measure team member satisfaction.
Check offboarding process is followed without exception and all compliance requirements are met.
Provide IT Asset and configuration management — track, log, and correct information to protect assets and components.
Produce proactive reports, trending analysis, service level reporting, SLA compliance, process consultation, and application of ITIL best practices.
Initiate and monitor actions to investigate patterns and trends to resolve problems.
Triage and manage priorities of IT HelpDesk and Operations.
Embed an asynchronous, distributed philosophy in everything you do.

**Requirements:
**
ITIL Service Management Framework certification.
The ability to build a cohesive Service Desk team and to manage people effectively. This includes the ability to coach and develop the team.
Experience working with and implementing Conversational AI technology to augment the capabilities of the Service Desk.
Experience with ITSM platforms.
A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
Knowledge and understanding of best practices for service management.
Effectively managing, developing, and training the service desk team.
Ability to ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
Expertise in conducting and sharing results from service and operation performance reviews.
Expertise in coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
An ability to balance and plan the short-term actions of the team.
Great communication skills.

**An advantage:
**
Experience managing a team, preferably within End User Services.