IT Support Manager

Overview

Oversee and improve IT Help Desk operations, ensuring SLA compliance.

Key Responsibilities

• confluence docs
• canned responses
• sla management
• jsm queues
• jira automation
• ticket reporting

Tasks

-Identify, create and/or update any gaps in Confluence knowledge base in regards to ticket resolution -Maintain appropriate canned responses for ticket resolution -Ensure SLAs as defined by management are met within all Ticket Queues in JSM -Conduct one on one touchbases with direct reports on a regular basis -Ensure walks ups to ATLAS receive +1 service in a timely fashion -Communicate any issues/concerns/suggestions to improve any of the areas of responsibilities listed above to the Director of IT Experience -Provide data on ticket numbers and details as requested by management -Identify any reoccurring tasks not yet captured within the JSM and update the PM Confluence Documentation and Jira automation for tracking purposes -Ensure proper handling and routing of phone calls received by the PDI Help Desk

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About Power Design, Inc.

-With a unified multi‑trade model—handling engineering, electrical, systems tech, lighting and prefabrication—they tackle complex projects from coast to coast. -They’ve delivered high‑rise residential towers, student housing, data centers, mixed‑use developments and resorts. -The company operates under a single, integrated structure, enhancing coordination and accelerating delivery via self‑performed work. -They manufacture custom switchboards and critical power equipment in‑house, boosting control over quality and speed. -Past projects include luxury Four Seasons residences, massive student complexes, convention‑center hotels and sophisticated data facilities. -Innovation drives their approach: leveraging advanced tech, prefab systems and in‑house engineering to optimize performance.

Sector Specialisms