Title

Technical Project Manager 


Description

Mange overall service desk effectiveness

Manage KPIs

Manage remote techs

Work with customer on escalations, reporting, etc

Knowledge of IT industry trends including remote hosting, cloud, desktop support, service desk.

Will not be officially in charge of service desk, but will manage work results.

Understanding of ITIL

Understanding of PMBOK

Knowledge Management

Process design

Asset Management

Track Lease Expirations

Team will include Service Desk in Columbus, 2 tech leads in Columbus, 6 rermote techs working in 6 discrete locations.  ESM will be in Cleveland, and will be the face of PCM.  Will need to balance customer Advocate internally vs. PCM advocate to the customer.

 

 

  • Tech lead/management experience
  • Managed remote team
  • Excel and Reporting experience
  • Presenting reports to customers

 

 

 

Position Requirements

 

  • A+
  • Familiar with ticketing systems
  • Worked in remote environment
  • Familiarity with Active Directory
  • Image Deployment
  • Profile Migration
  • Remote and local Application loading
  • Backup and restore user data
  • Microsoft Office and basic software troubleshooting
  • Strong personality – needs to be friendly with the customer - realize that they may be walking into an environment where the existing IT has been replaced.
  • Perform scheduled and required patching of the managed workstations
  • Provide support of lease management to include the tracking of lease expirations, new equipment ordering and the return of old equipment
  • Deployment of new workstations to include application loading and the migration of user data and profile.
  • Re-imaging of managed workstations on an as-required basis
  • Perform  IMAC Requests
  • Provide the second tier of desktop support, either remotely or onsite as required, when the Service Desk cannot resolve the incident
  • Utilize ServiceNow to receive and record incident information
  • Execute escalation process as needed
  • Close resolved Incidents using established procedures
  • Update knowledge database following Incident resolution when appropriate
  • Contribute to program level continuous improvement program
 

Location Columbus, OH  

Full-Time/Part-Time Full-Time  

Shift First  

Category Information Technology  

About the Organization Providing IT solutions nationally since 1987, PCM, Inc. is an industry recognized, publicly traded, value-added direct marketer of technology products, services and solutions to businesses, government, education, and individual consumers. Fully accredited and authorized by major manufacturers including HP, Apple, Cisco, Microsoft, Dell, and 1500 others, PCM offers product and service solutions through field sales, call center, eCommerce, and retail store venues. With annual sales of $1.5B+ , 3000 employees and over 400,000 products available, PCM delights in serving small, medium and enterprise level businesses.

PCM has a national presence with branch and satellite offices from California to New Jersey.

In addition to selling products, PCM has the capabilities and resources to consult, configure, install, implement and support what we sell. Service offerings include:

• Networking and infrastructure solutions
• Enterprise systems and storage solutions including data migration, replication, disk/tape storage management, SAN, NAS and virtualization
• Integration and configuration solutions
• Monitoring and operations solutions
• Advanced printing solutions
• 24/7 Help Desk
• System refresh and installation solutions
• Staff Augmentation resources
• Recycling & disposal solutions

PCM has received certifications and authorizations from all major manufacturers. From A+ to CCIEs, business analysts to architects, we have the expert staff to advise clients in making best-fit technology decisions.
 

Tags  

Req Number INF-13-00286  

Internal Approved REQ#  


This position is currently not accepting applications.

To search for an open position, please go to http://pcmall.appone.com



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