Top Information Technology Technical Services Manager Skills

Below we've compiled a list of the most important skills for an Information Technology Technical Services Manager. We ranked the top skills based on the percentage of Information Technology Technical Services Manager resumes they appeared on. For example, 10.2% of Information Technology Technical Services Manager resumes contained Windows XP as a skill. Let's find out what skills an Information Technology Technical Services Manager actually needs in order to be successful in the workplace.

The six most common skills found on Information Technology Technical Services Manager resumes in 2020. Read below to see the full list.

1. Windows XP

high Demand
Here's how Windows XP is used in Information Technology Technical Services Manager jobs:
  • Trained the Chicago team on the implementation and troubleshooting of Windows XP, Windows Vista, Windows 7 and Windows 8.
  • Managed a Windows XP/Microsoft Server network and telecommunications services and supported sales, trading and operations PC users.
  • Planned and executed the migration from Windows XP to Windows 7..
  • Performed reinstallations of both Windows XP and Mac OS X operating systems.
  • Managed and maintained Microsoft Windows XP Professional and Windows 7 Professional workstations.
  • Provided desktop/laptop support and setup in a Windows XP Professional environment.

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2. Infrastructure

high Demand
Here's how Infrastructure is used in Information Technology Technical Services Manager jobs:
  • Planned, implemented and managed major infrastructure projects that supported interactive multimedia traffic for an interrupt driven and geographically dispersed campus.
  • Define and execute long-term strategy to enable growth and capability for internal infrastructure and participating in end-to-end infrastructure strategy planning activities.
  • Standardized the system architecture and eliminated disparate systems which resulted in risk avoidance and significant annual infrastructure and application cost savings.
  • Manage operational 7x24 support teams in production system environments, IT operations/infrastructure, network and security, and application administration.
  • Supervised recruitment, development, retention and organization of all IT Infrastructure staff consistent with budgetary objectives and personnel policies.
  • Target areas include site and facilities, server and storage infrastructure, application development, networking communications and security.
  • Implemented and documented disaster recovery model, infrastructure, and processes to improve system availability and prevent production impact.
  • Managed and led in the design, development and implementation of mission-critical infrastructure solutions following Best Practice industry standards.
  • Excelled in budget administration, vendor and contract management, infrastructure planning, capacity analysis, and system implementation.
  • Project Management for all Global Infrastructure efforts to include collaboration with Sister Business Units under holding corporation umbrella.
  • Partnered with upper management and stakeholders to establish architecture and strategic direction for telecommunications infrastructure systems software projects.
  • Provided leadership to a technical staff of nearly 20 individuals supporting the organizations end-user community and relating infrastructure.
  • Evaluated new hardware and software systems and performed systems integration function to incorporate new technology into existing infrastructure.
  • Project Management methodologies introduced to team in a more formalized format which I created specifically for infrastructure projects.
  • Upgraded infrastructure such as consolidating non-standard server configurations to one standard server installed on production data center.
  • Re-organized IT department to improve functionality of help desk, network infrastructure and telecommunication by 85 percent.
  • Provide Level-3 escalation support to issues related to web application infrastructure, troubleshooting and root cause analysis.
  • Performed functional and technical reviews of infrastructure requirements, design, testing, and implementation documentation.
  • Accumulate annual savings and cost avoidance measures while managing acquisitions/closings/consolidations for business software and infrastructure needs.
  • Standardized and innovate network infrastructure to optimize sites performance and to identify cost effective savings opportunities.

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3. Service Delivery

high Demand
Here's how Service Delivery is used in Information Technology Technical Services Manager jobs:
  • Implement methodologies to improve incident resolution, manage customer perception and build strong internal relationships in IT service delivery.
  • Provided executive-level business consulting for developing technology road maps and strategies for IT service delivery and management transitions.
  • Designed new MSIT organization which contains all support and service delivery components to drive optimal customer experience.
  • Developed and delivered detailed communication and reports that improve overall continuity, service delivery and mitigate risk.
  • Provided overall direction, guidance and definition of Service Delivery to effectively support PCG's Business Strategy.
  • Conducted assessments/audits service delivery performance objectives to identify opportunities for improvement, corrective action and mitigation strategies.
  • Redefine incident categories and subcategories to align with current operational and service delivery processes.
  • Provided strategic vision for the company service delivery platform and channel development.
  • Assume responsibility at the operational level for quality and cost-effective service delivery.
  • Provided quality and consistent service delivery to all customers.
  • Implemented metrics based reporting program measuring service delivery.
  • Managed service delivery capital and operating budgets.
  • Developed various work flows to improve client service delivery, quality, ownership, teamwork, and best practices.
  • Attend and participate in the DeLEG Liaison meetings, Service Delivery Team meetings, DTMB Management meetings, etc.
  • Coordinate with the Service Delivery Managers to liaise with the support organization on client issues and roll-out coordination.
  • Designed and implemented the Service Operations organization as part of the Service Delivery Management group within IT.
  • Defined new standard (SOP) and vendor to resolve issues and maintain service delivery high standards.
  • Worked in conjunction with the Delivery Project Executive as focal point to the customer for service delivery.
  • Managed and coordinate 3rd party vendors, which includes contract negotiation, service delivery and support.
  • Recruited, hired, and led a team of 8 Service Delivery Professionals and Technical Architects.

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4. Project Management

high Demand
Here's how Project Management is used in Information Technology Technical Services Manager jobs:
  • Develop operational procedures utilizing Project Management Book of Knowledge (PMBOK) to provide consistent and quality project management services.
  • Reviewed and monitored project management methodology used by project managers and business analysts, ensuring compliance with national standards.
  • Provided technical services and project management services to many business application development and deployment efforts in multiple business centers.
  • Streamlined program and project management discipline across information technology by creating standards, processes, policies and guidelines.
  • Project management and coordination of projects and maintenance activities that support critical business initiatives in both portfolios.
  • Initiated reorganization of departmental project management group, meeting challenges of fiscal budgets and productivity levels.
  • Implemented project management practices, including quality testing and developing supporting documentation.
  • Developed strategic departmental policies & Project Management procedures to ensure customer satisfaction.
  • Provide project management with our partners to deliver effective solutions.
  • Obtained extensive experience in project management of new construction.
  • Provided technical project management for Shared Services Team initiatives.
  • Introduced project management techniques and quality practices.
  • Project management and quality assurance experience.
  • Project Management and coordination of departmental resources for technical projects, facility installs or moves, and software deployments or upgrades.
  • Project Management of all phases of IT projects including planning, beta testing, pilot testing, and implementation.
  • Develop, implement, and maintain policies, procedures, and associated training plans for administration and project management.
  • Provide project management, technical support, and end user consulting for two cloud based information sharing applications.
  • Provided support to the project management office and ITS project managers on all financial planning and budgeting aspects.
  • Facilitate scheduled project management update meeting with internal management teams to discuss status, feedback and project issues.
  • Managed architecture, project management, and engineering teams and an annual budget in excess of $9M.

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5. Desktop

high Demand
Here's how Desktop is used in Information Technology Technical Services Manager jobs:
  • Pioneered implementation of major transaction-based, client server call handling system across geographically dispersed desktop and mainframe environments.
  • Supervised two departments responsible for server administration of 650 Windows Servers and desktop architecture/support of 8,500 desktops.
  • Selected desktop publishing systems, online documentation tools, and drove multimedia development and Internet/Intranet technology.
  • Selected and implemented desktop security and registry maintenance tool suite and managed user access.
  • Managed and coordinated Desktop support for global sites in Financial/Trading Managed Vendor environment.
  • Set strategic vision and organizational governance for Desktop Services and Data Center Operations.
  • Provided service improvement recommendations using metrics reports for Desktop Support management.
  • Created a Desktop Engineering Team which focused on standardization and implementation.
  • Planned and implemented standards for the corporate desktop computing environment.
  • Manage desktop operating system and applications implementation.
  • Performed case by case computer (Desktop and laptop), network, telephone, cell phone, and electronics repair.
  • Program manager for multiple infrastructure upgrade/replacement projects, including replacing all Oracle server, core network, and desktop infrastructure systems.
  • Provided direct guidance to desktop and server support technicians and management of customer relations and service level agreements and queue priorities.
  • Negotiated Contracts and Leases for Phone and Cell Phone Services, T1 Lines, Desktop / Laptop Computers and Office Machines.
  • Maintain Windows XP or later computer and information systems, including installation of new desktops, printers, and switches.
  • Managed multiple teams providing Technical Leadership and Solutions for over 5000 Window Servers and Desktops geographically across the United States.
  • Managed Desktop Services department for $50 million IT Market Research firm with 6 national sites, supporting 800+ employees.
  • Well versed in change control processes and sit on the change control committee responsible for approval at desktop level.
  • Managed all day to day IT activities which included desktops, servers, telephone System and end user support.
  • Purchased / Maintained 1200 devices such as laptops & desktop computers, printers, scanners, copiers and peripherals.

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6. Itil

high Demand
Here's how Itil is used in Information Technology Technical Services Manager jobs:
  • Implemented standardized help desk and ITIL change/problem/incident management processes consistent with Nice Systems.
  • Change Management/Process Enhancement: Provided process improvement to closely follow ITIL standards.
  • Project Management for ServiceNow ITIL platform implementation.2.
  • Created a MyTIL board group that meets once per month to discuss how to further induce ITIL-based strategies into the business.
  • Design and Implement ITIL v3 processes across the organizations (Change Management, Incident Management, Access Management, etc).
  • Achieved ISO 9001 certification, enhancing quality assurance, by implementing the ITIL Incident, Problem, and Change Management processes.
  • Authored and implemented ITIL escalation matrix, Service Level Agreements and Incident reviews for outages, issues and ticket resolution.
  • Served as ITIL subject matter expert for incident, request, problem, and change management for ITS department.
  • Maintain the Service Catalog, Service Level Management, and Request Fulfillment process guides based on the ITILv3 framework.
  • Created and implemented best practices (ITIL Based) to standardize systems integration, documentation, and support.
  • Designed and delivered key programs, ITIL processes and procedures resulting in continuous improvements and workplace productivity tools.
  • Spearheaded the installations (using ITIL practices), and completed all within 14 months and in budget.
  • Document the release oversight processes necessary for Product Development to meet auditing expectations within the ITIL framework.
  • Implemented and held positions of: Incident, Problem and Change Manager based on ITIL Best Practices.
  • Developed process flow strategies, plans, flowcharts, and work instructions based on ITIL best practices.
  • Acted as overall process owner, administrator and ITIL subject matter expert within the request fulfillment domain.
  • Defined a ITIL training program to promote synergy, awareness and further educate process owners and managers.
  • Work within all ITIL Service Areas to develop Business Impact Analysis and ensure ITIL process resiliency.
  • Developed and launched new ITIL based Incident Management Policy that was adopted by entire IT organization.
  • Established audit and change management procedures using ITIL v3 best practices for server builds.

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7. Data Centers

high Demand
Here's how Data Centers is used in Information Technology Technical Services Manager jobs:
  • Managed a technical team providing 2 level support to multiple geographically dispersed data centers for computing, storage, and telecommunications.
  • Managed operations for the company's 2 large data centers that housed our most critical business and customer data.
  • Consolidated networks, data centers, storage, and other infrastructure across all businesses and sites in the Americas.
  • Managed 28 support Engineers in 7 data centers located in the United States, Mexico, and Canada.
  • Negotiate with suppliers for real estate, services and goods for all data centers.
  • Managed classrooms, computer pods, and 300 wiring and Data Centers.
  • Migrated disparate data centers into a tier 4 colocation facility.
  • Designed and built 2 redundant Data Centers in geographically disperse locations, mirroring the capabilities of the Florham Park Data Center.
  • Developed disaster recovery plans for data centers in New England Designed and supervised construction of data centers for New England region
  • Provided internal project management for the conversion a new HP 3PAR storage platform for the Miami and Alpharetta data centers.
  • Negotiate SLAs between internal departments and vendors providing managed services to support collocated data centers across the U.S.
  • Worked with partners and vendors to select hardware for all business locatinos and Data Centers.
  • Completed Software/IT Infrastructure related projects active/passive and collaboration solutions wireless IP surveillance, cctv, call center, data centers..

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8. Service Desk

high Demand
Here's how Service Desk is used in Information Technology Technical Services Manager jobs:
  • Develop and implement Standard Operating Procedures establishing policies for Incident Management, Service Request fulfillment, and Service Desk Operations.
  • Increased efficiency by documenting and developing procedures and service level agreements for end-user service desk.
  • Implemented a monthly operational review with senior leadership to strengthen communication of Service Desk Performance.
  • Contribute in choosing appropriate technology and other resources to maximize service desk effectiveness.
  • Developed and implemented formal Service Desk operations procedures and processes.
  • Developed/Defined/Implemented continuous improvement processes to Service Desk.
  • Conduct regular coaching sessions with IT Service Desk Analysts to review escalated calls, training opportunities, and individual performance metrics.
  • Analyzed incident data, identified underlying causes of recurring problems and worked with AESD Service Desk Management to implement service improvements.
  • Develop, lead, and motivate the Service Desk team to deliver excellent technology support with outstanding customer service and satisfaction.
  • Implemented new testing processes, creating SLA agreements between AppSupport and Service Desk, and mentoring team members.
  • Work with various groups to address their needs and improve the service they receive from the Service Desk.
  • Review and approve training, coaching and mentoring needs of Service Desk Specialists and manage their professional development.
  • Recruit, train and retain new staff focused on developing field services and service desk support staff.
  • Developed action plan to use the service desk as a single point of contact for support requests.
  • Developed all processes based on the ITIL service desk best practices to Managed the District Help Desk.
  • Managed fast paced IT Service Desk/Call Center with over 120 agents supporting 16,000 USAA internal members.
  • Managed Tier I & II Service Desk team of 8 analysts supporting 6,000 employees' nationwide.
  • Work to make Service Desk the single source of truth and service delivery channel for IT.
  • Key member of vendor selection in choice of outsourced Service Desk resulting in significant cost savings.
  • Managed the Service Desk team that supported 5000 internal users between Austin, TX and Hungary.

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9. PCS

high Demand
Here's how PCS is used in Information Technology Technical Services Manager jobs:
  • Support included troubleshooting, installation, repair, and preventative maintenance for 800 PCs, 10 servers, and network hardware.
  • Redesigned client security patching processes reducing patching cycles from 2 weeks to 3 days installed on 40,000 PCs.
  • Assembled, repaired and replaced over 100 PCs for business while effectively providing customer training and support.
  • Configured and setup PCs with software and hardware upgrades as needed by each store.
  • Imaged and prepared PCs and laptops for distribution to the end-users.
  • Imaged PCs using Ghost and Windows Server 2008 Active Directory Console.
  • Configure operating system images for PCs and laptops.
  • Installed and maintained user programs on individual PCs.
  • Key projects: Managed a migration of 500 PCs from Windows XP to Windows 7.
  • Ensured all servers, PCs, printers, and related devices worked properly.
  • Managed Windows 7 upgrade project (Over 1,800 Pcs) and Hardware upgrade project (2,500 Pcs).

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10. Recovery Procedures

high Demand
Here's how Recovery Procedures is used in Information Technology Technical Services Manager jobs:
  • Supported Disaster Recovery procedures and Business Continuity planning/exercises.
  • Planned, disseminated, and trained others on disaster recovery procedures.
  • Managed and implemented IT policies, procedures and development based on Disaster Recovery Procedures, Operation Continuity and Contingency Plan.
  • Re-organized and documented all technology documentation and SOP's including disaster recovery procedures, backup procedures, and EDI processing.
  • Created and maintained backup and recovery procedures (Business Continuity, Disaster Recovery Planning and quarterly testing).
  • Created High Availability/Disaster Recovery procedures for all critical systems including partnerships with CAT5 secure hosting sites and call centers.

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11. Information Technology

high Demand
Here's how Information Technology is used in Information Technology Technical Services Manager jobs:
  • Position Overview: Responsible for Information Technology Services for a fast-paced, growing risk management consulting company with several branch locations.
  • Maintain up-to-date knowledge of information technology controls and technology to improve or enhance overall system and business process controls.
  • Coordinate Information Technology divisional activities related to the testing, documentation, and review of internal information technology controls.
  • Utilized Remedy to ensure quick and efficient resolution to all client questions and problems related to information technology.
  • Maintained information technology strategies by managing staff, as well as researching and implementing technological strategic solutions.
  • Coordinate with internal and external audit resources on information technology compliance for regulatory compliance programs.
  • Appointed as Disaster Recovery / Information Technology Service Continuity Management subject matter expert.
  • Selected as Chairman of the Information Technology Security Committee for the entire organization.
  • Identified, assumed ownership and drove critical, global Information Technology improvements.
  • Provide leadership by planning, directing and managing key information technology functions.
  • Developed and maintained operational processes/procedures used across the Information Technology Group.
  • Acted as a liaison between campus community and Information Technology Division.
  • Managed the Information Technology service approach for all internal customers.
  • Recruited to establish and manage region-wide information technology support program.
  • Directed the information technology of a local medical supply company.
  • Manage and maintained the bureau Information Technology inventory.
  • Coordinated all Information Technology projects and change management.
  • Represent department at University Information Technology advising panel.
  • Developed Information Technology strategic plan.
  • Planned, coordinated, organized and managed the activities of the Technology Services team within the hospital Information Technology department.

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12. Customer Service

high Demand
Here's how Customer Service is used in Information Technology Technical Services Manager jobs:
  • Established global account relationships with industry leading suppliers resulting in increased customer service and mutually beneficial long term relationships.
  • Drive rapid diagnosis and resolution of technical support issues ensuring consistent delivery of world-class customer service.
  • Provided quality customer service that has been consistently recognized as exceptional at Monthly Staff Meetings.
  • Shifted run-rate purchasing to Customer Service department to get customers better service on commodity items.
  • Worked with Customer Service Managers to design and implement multimedia Call Centers within the organization.
  • Led initiative to prioritize customer service and accessibility.
  • Develop and implement policies and procedures to better utilize our customer service resources and provide an excellent level of service.
  • Developed and Provided Senior Management with daily, weekly and quarterly Customer Service Center report for phone and ticket metrics.
  • Designed and maintained the internal LAN and WAN connectivity for administration, manufacturing, customer service and R&D.
  • Supervised customer service teams, learning about the products or services of the organization, and following up-to-date with modifications.
  • Constructed in-depth training classes for employees to increase customer service skills, productivity, conflict resolution and team building/leadership.
  • Demonstrate leadership commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards.
  • Managed the day to day activities and training of 10+ employees within the customer service and field representative.
  • Led, managed and trained team of 5 IT professionals to provide 24/7 customer service & support.
  • Assign and review the work of system technicians, customer service representatives, and other computer-related workers.
  • Mentor team members to create career paths and to inspire team members to provide excellent customer service.
  • Directed Customer Service, Inside Sales, International Sales, Web Sales, IT, and Administration.
  • Work directly with the retailers as customer service contact while setting up trading partnerships between organizations.
  • Led transition of IT purchases from IT Customer Service to Procurement department while re-engineering business processes.
  • Cashier, Daily cash reconciliation deposits, building a great and unique customer service experience.

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13. Asset Management

high Demand
Here's how Asset Management is used in Information Technology Technical Services Manager jobs:
  • Implemented policy and procedures that will ensure accurate asset management and aide in keeping efficient inventory levels.
  • Developed custom inventory control and asset management application to track computer equipment and peripherals.
  • Implement and maintain operational standards, security and asset management within the company.
  • Established online asset management training in accordance with Corporate and SOX requirements.
  • Performed IT asset management including hardware/software inventories.
  • Maintained asset management and procurement.
  • Worked with Clients develop Asset Management best practices and also assisted in managing CMDB s as they relate to Asset Management.
  • Managed $4M central operating budget, $12M capital expense budget and $6M asset management budget.
  • Worked on an Agile PM team responsible for implementing a 100-license Digital Asset Management (DAM) system.
  • Conceived and established asset management practices and processes to track all assets from purchase to disposal.
  • Created schedules, generated and delivered reports using the Facility Maintenance and Asset Management Software TMA.
  • Managed ServiceNow implementation for incident, change, problem, knowledge, and asset management.
  • Space and capacity planning, overseeing expansions and moves, implementing asset management system.
  • Practice asset management for IT hardware, software, and equipment.
  • Produced various asset management reports, spreadsheets and charts.
  • Subject matter expert in asset management processes.
  • Created a subdivision that covered the following; procurement/sourcing, vendor management, and asset management for the IT department.
  • Managed the Altiris Asset Management system used to report on all SAIC H/W and S/W.
  • Implemented and created an IT Asset Management process and database.
  • Contract role at Cigna in Bloomfield, CTProject Management specializing in process improvement for IT Asset Management Group.

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14. Backup

high Demand
Here's how Backup is used in Information Technology Technical Services Manager jobs:
  • Performed daily, weekly, monthly maintenance backups/restorative exercises using Backup Exec.
  • Implemented Backup and Disaster Recovery Services to increase recurring revenue.
  • Purchased and installed server room cooling/battery backup systems.
  • Project and Implementation manager for Backup Solution.
  • Planned and implemented a multifaceted backup solution.
  • Directed the activities of staff providing consulting support, and managed backup emergency support from vendors as needed.
  • Deployed centrally managed virus protection to multiple clients, and migrated clients to new linear tape backup solutions.
  • Facilitated all maintenance and support operations for all company servers, users, databases, applications and backups.
  • Designed and installed backup for wireless networks via point2point T-1 connections later upgraded to an MPLS network.
  • Provided cloud solutions for backup, file storage, and SaaS to streamline customer IT and costs.
  • Implemented CommVault data backup solution to modernize data backup process and reduce backup cost risk and complexity.
  • Establish, maintain, and improve system security and backup/recovery plans in the event of breach.
  • Served as backup to Bookkeeper for the daily close out of sales records and cash.
  • Performed maintenance and daily backups, trained new users and generated sales reports for management.
  • Devised and implemented rigorous backup solution to support accounting, email, and database systems.
  • Provided cloud backup, file storage, and SaaS implementation and provisioning.
  • Served as backup to Production Manager for entire shop production and personnel.
  • Managed the design and Implementation of a global server backup methodology.
  • Designed and coded/programmed lights out nightly batch and tape backup processing.
  • Establish protocols for failures or interruptions, backups, and restores.

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15. Technical Support

average Demand
Here's how Technical Support is used in Information Technology Technical Services Manager jobs:
  • Served as system expert, providing technical support for warehouse and distribution facility.
  • Provide system-wide technical support to maintain system integrity and efficiency.
  • Manage vendor relationships including contracts and partner-provided technical support.
  • Facilitated 24/7 technical support to internal and external stakeholders.
  • Provided 24/7 technical support to executive level customers.
  • Provide remote and on-site technical support as required
  • Provided technical support for Wise Technology software.
  • Provided hands on technical support for the Network and Telecommunication teams for new, existing, and expansion of local facilities.
  • Negotiated with vendor to extend support contract to have vendor technical support on standby during upgrade even on non-production environments.
  • Led technical support team, resulting in 40% improvement in the Service Level Agreement over the 4 years.
  • Managed all aspects of internal IT and responsible for technical support for live shows and various production locations.
  • Provided technical support from software to hardware including training, tracking sales, and hardware repair and installation.
  • Led 50 help desk technicians across 5 locations to perform 7x24x365 technical support to employees and external vendors.
  • Responded to a 20 to 30 incoming calls and email from clients for VSAT technical support.
  • Provided/assisted in technical support to users by replying to those who respond to all service calls.
  • Oversee provision of end-user services, including customer product help desk and technical support services.
  • Head of Engineering team of 12 to provide technical support to customers and internal users.
  • Provide technical support for all 7 store locations and 150 employees on Windows platform.
  • Directed day-to-day Network / Technical Support Operation / 1500 Users / 100 Servers.
  • Provide technical support for user issues and critical site problems, as needed.

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16. Active Directory

average Demand
Here's how Active Directory is used in Information Technology Technical Services Manager jobs:
  • Support of Active Directory LDAP integration for authentication of custom applications.
  • Configured Active Directory and Group Policy to comply with security requirements.
  • Performed Windows Server Administration including Active Directory and email applications.
  • Handled Active Directory and messaging for all corporate employees, ensuring every employee had ID and email on first day.
  • Monitored cleared, reviewed, and reported errors on branch servers via Compaq Insight Manager (CIM) active directory.
  • Consolidated all locations into an Active Directory tree in order to establish standard policies and take advantage of MS Exchange.
  • Managed server services such as software distribution, inventory, DNS, WINS, Active Directory, and DHCP.
  • Managed Active Directory, Group Policy, and performed daily backups on over 300 Server 2003 and 2008 servers.
  • Create and maintain Organizational Units, policies, shared network folders, and distribution groups in Active Directory.
  • Provided the full range of Microsoft Exchange 2003/2008, Active Directory, and Share Point services.
  • Create and maintain user accounts in Active Directory, IVIP and various health care systems.
  • Designed, implemented and supported the Windows active directory architecture for the Jacksonville call center.
  • Used Active Directory to verified users accounts and or permissions for troubleshooting user incidents.
  • Manage and maintain the internal Active Directory the firewall appliances for our collocated services.
  • Served as Problem Manager for Exchange server and Active Directory incidents and problems.
  • Managed Active Directory and created user, administrator, and service accounts.
  • Create active directory and exchange email accounts using PowerShell scripting.
  • Maintained and implemented all DNS, DHCP Active Directory services.
  • Upgraded network to Windows server 2003/Active Directory and XP.
  • Supported LDAP, MS Domain and Active Directory.

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17. Business Requirements

average Demand
Here's how Business Requirements is used in Information Technology Technical Services Manager jobs:
  • Recommend application solutions for business requirements including Telephony/IVR, Call Center Operations and interfaces with numerous legacy applications.
  • Administer scheduled releases of new hardware and software based upon priorities as identified by business requirements.
  • Identified possible IT improvements to align with customer business requirements and presented solutions to customer.
  • Acted as a single point of contact for business stakeholders for major issues and identification of business requirements for services.
  • Work with team to identify gaps, create diagrams of current and proposed processes, and create business requirements.
  • Managed allocation of resources and scheduling for IT support beyond the baseline SLA to meet specific business requirements.
  • Interacted with various clients to understand business requirements and contributed to all phases of the project.
  • Worked with full client base to bridge gaps between business requirements and technical needs.
  • Manage PC Lifecycle priorities for PC replacement according to business requirements.

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18. Service Management

average Demand
Here's how Service Management is used in Information Technology Technical Services Manager jobs:
  • Designed and delivered timely updates and enhancements to the service management platform using Agile development methods.
  • Handled service management metric reporting, working with technical teams to analyze service delivery metrics.
  • Educated customers' IT groups on implementing service management programs using service portfolio management.
  • Developed ITIL service management processes and instituted the processes within the organization.
  • Collected, analyzed and reported monthly IT Service Management performance metrics.
  • Provided ITIL consulting to senior management on service management and delivery.
  • Served as primary administrator for Service-now IT Service Management tool.
  • Design and introduce ITIL based service management maturity measurement program.
  • Shaped organizational policy for Service Management.
  • Provided leadership for IITIL Service Management functions, inclusive of Change, Release, Software Deployment, Environment and Configuration Management.
  • Train OSS engineers and site business contacts in ISM tooling (Remedy), Global Service Management Processes and ITIL fundamentals.
  • Assist in managing complex Service Management processes for 40 business channels of the largest US provider of property and financial databases.
  • Supervised call center and help desk technical support while providing sound judgment based on IT Service Management Forum.
  • Provided service management to 50+ global BPO contact call center sites in support of 14,000 contact center agents.
  • Led the SOW & contracting process with technical integrator as well as performed vendor & ongoing service management.
  • Supervised service management, incident response, crisis planning, co-location sites, & emergency alerting systems.
  • Ensured 99% IT Service Management tool reliability by developing metrics to govern tool vendor.
  • Lead the delivery of service, improvement plans and influence service management strategy.
  • Promoted to lead Service Management FWS for NA within Global Shared Services IT.
  • Build understanding and buy-in for service management framework with 15 program areas.

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19. SQL

average Demand
Here's how SQL is used in Information Technology Technical Services Manager jobs:
  • Develop SQL, ACCESS, Excel data/reports & applications to support management decision making and increase the productivity of office/clinical staff.
  • Design, analyze, code, test, document and implement custom programs using PLSQL, SQL and Perl.
  • Assisted with designing, building and implementing the Data Warehouse and OLAP environments on a SQL 2000 platform.
  • Loaded and migrated data from various sources in a variety of formats into SQL Server databases.
  • Installed and maintained all company computers, MS Server 2003 network, and the SQL server.
  • Managed database (MS SQL and Oracle) and reporting services (SSRS) areas.
  • Managed the database support team to maintain and optimize MS SQL and MySQL database environments.
  • Managed numerous servers including external DNS, internal file and multiple MS SQL Server databases.
  • Define, Implement and support Backup/Restore solutions for all production and non-production SQL Environments.
  • Used PHP/MySQL to develop the prototype of an online donation system in 2004.
  • Organized help desk to provide SOP Manuals, SQL Knowledge Base and FAQs.
  • Installed and Configured SQL Server 2000 to be used with Microsoft CRM 1.2.
  • Designed, implemented and maintained Microsoft SQL and MySQL servers and databases.
  • Work with departments to reconcile and verify accuracy of data via PLSQL.
  • Maintained database farms based on MySql and Microsoft SQL server.
  • Managed MS SQL server and developed reports and databases.
  • Identified and closed security gaps due to SQL injections.
  • Create and document SQL and Crystal reports.
  • Install and update servers to Windows 2008 R2 with SQL 2008 R2.
  • Develop custom reports using SQL, Excel, VBA, and M.O.M.

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20. Management Process

average Demand
Here's how Management Process is used in Information Technology Technical Services Manager jobs:
  • Created a single automated Inventory Management process that provided management with real-time information on assets and their disposition.
  • Assured SLA adherence by developing and incorporating vendor management process used to manage customer account teams.
  • Developed and implemented system standards and a change management process to facilitate application enhancement problems.
  • Developed Incident Management processes and procedures resulting in a 7% improved system availability.
  • Implemented stringent quality assurance testing and release management processes that minimized disruptions to operations.
  • Maintained end user communication management, leading change and escalation management processes.
  • Defined and implemented projects and programs priority management and resource management processes.
  • Updated Incident Management process to facilitate proper categorization & escalation of issues.
  • Designed and implemented the staffing management process to formalize resource management.
  • Implemented an improved change management process involving broader participation.
  • Implemented corporate IT methodologies and project management processes.
  • Team Leader for two Software Engineering Process teams focused on the Engineering and Project Management process areas for CMMI.
  • Build awareness for technical support teams value of the CMDB and how the Change Management Process maintains it.
  • Developed user manuals describing all aspects of the data management process and created the central data management plan.
  • Manage business relationship management process to streamline the interaction with business and gain feedback on IT services.
  • Created a very effective Outage Management process that included a team approach to client-down situations.
  • Implemented a new change management process that better aligned with the 7 different audit controls.
  • Oversee Access Management processes for a corporate user base of 3000 individuals.
  • Improved change management process saving both employee time and money.
  • Defined completely new Change, Problem and Incident Management processes.

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21. Internet

average Demand
Here's how Internet is used in Information Technology Technical Services Manager jobs:
  • Developed Managed Firewall and Internet Access Cost Models to provide a more cost effective way to deliver services to customers.
  • Performed Web Design for both the sheriff's Office Internet and Intranet websites to create a more user friendly environment.
  • Delivered global access and support to applications and Internet for 9,000 customer attendees and 100 senior executives and conference staff.
  • Lowered costs and improved service for the organization by negotiation of more favorable Telephony and Internet service contracts.
  • Introduced Internet/Intranet/Web Technology, corporate wide e-mail, shared calendaring, and online meetings.
  • Organized clients' documents and provided Internet services.
  • Administrated several servers including: Windows NT Domain Controllers, File Servers, and Microsoft Internet Information Server.

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22. Helpdesk

average Demand
Here's how Helpdesk is used in Information Technology Technical Services Manager jobs:
  • Direct, motivate and supervise 24 technical personnel in administering helpdesk operations and desktops service.
  • Developed monthly Helpdesk Metric/Productivity reports for executives and stakeholders at Discover Card Financial Services.
  • Trained and managed 65 Helpdesk Agents and achieved significant improvements in their productivity.
  • Directed end-user helpdesk and Data Center operations.
  • Implemented Computer Associate's Service Desk Management tool to better log and track all issues and problems reported to the Helpdesk.
  • Led a global team in charge of establishing protocol for comprehensive software asset tracking, helpdesk solutions, and hardware standardization.
  • Managed North American Helpdesk including virtual team of up to 13 staff on desktop support and worldwide support of various applications.
  • Managed Helpdesk, Desktop, Server, LAN, WAN, NAS, SAN, Telecommunication, and Disaster Recovery.
  • Managed and supervised 10 - IT helpdesk staff and their daily activities including adherence to the service delivery model.
  • Reduced helpdesk support backlog 50% (with improved customer satisfaction) by standardizing support procedures and service templates.
  • Enter all problems/requests into helpdesk tracking application and route tickets to the appropriate technical staff members for resolution.
  • Managed network administration, Helpdesk, and all new projects related to company internal IT infrastructure.
  • Managed internal IT customer service support center including helpdesk, on-site support and asset management.
  • Integrated two virtual helpdesk teams while continuing to fulfill SLA requirements and meeting end-user satisfaction.
  • Implemented technology enhancements to reduce trouble ticket call volumes by 37% to Helpdesk.
  • Managed and motivated team of helpdesk staff, network engineers, and applications analysts.
  • Managed 6-person helpdesk that troubleshot computer systems for 210 stores in North America.
  • Designed a new helpdesk portal to simplify user experience and promote self-help tools.
  • Managed team of 5 systems administrators to maintain company infrastructure and helpdesk.
  • Directed, mentored, and trained 4 personnel in administering helpdesk operations.

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23. Setup

average Demand
Here's how Setup is used in Information Technology Technical Services Manager jobs:
  • Performed administrative Database tasks and configurations for but limited to user setup, additions and removals to primary domain server.
  • Worked closely with FIS Project Management team on initial setup, proposal, execution, and completion of projects.
  • Maintained network, server and workstations, setup T1 connection, filled out customer orders & pulled orders
  • Administered MS Exchange server account and group setup, creation, suspension, and updating.
  • Assisted in the training for new vendor/analyst training, computer/account setups and e-learning training.
  • Design and setup in-house computer lab, webmaster for company and customer websites.
  • Established and maintained major efforts towards the setup of a project office.
  • Led organization in all IT issues, purchases, and setups.
  • Design, installation, setup of industrial computers and electrical panels.
  • Created/Setup/Managed daily operations of the Help Desk with 5 direct reports.
  • Lead team that was responsible for PC setup and installation.
  • Managed IT setup and service requests for SRI.
  • Job Duties: Setup new PC's, Printers, Tablets, and their software.
  • Managed customer network setup from cabling installation to fileserver load and workstations setup.
  • Provided hands-on application in the Maximo Asset/Inventory module setup.
  • Worked with engineers to plan and setup the new terminal from an IT viewpoint, with a common use cabling system.
  • Supported users in video conferencing setup and support for online live meetings and Lync meetings.
  • Key Accomplishments: Successfully managed, setup, and completed 2 building projects.
  • Migrate to Exchange 2010 with failover setup and C2C email archive system.
  • Selected to lead IT system setups with space remodels and relocations.

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24. Process Improvement

average Demand
Here's how Process Improvement is used in Information Technology Technical Services Manager jobs:
  • Developed specific targets and KPI dashboard reporting for IT process improvement that was regularly reviewed by executive management.
  • Assist in the development of procedures; make operational process improvements and recommendations to improve service delivery.
  • Conducted Business Analysis to develop process improvements to maintain Help Desk performance without increasing staff levels.
  • Identified technology and process improvement opportunities, and recommended solutions and budget requirements to senior leadership.
  • Process improvement across Technical and Application support and development groups.
  • Conduct continuous process improvements by re-evaluating and innovation.
  • Initiated process improvement projects to address customer concerns.
  • Develop local process improvement strategies and guidelines.
  • Work with department managers and business process personnel to identify, document, and implement process improvements pertaining to the department.
  • Executed process improvements to ensure the Help Desk Call Queue was being handled expeditiously for our internal/external customers.
  • Structured and established continuous process improvements for Incident, Problem, Change, Service Level and Availability Management.
  • Engaged and interacted with global leaders to effectively drive key tasks and cross functional process improvements.
  • Initiated positive communication and process improvements to address key issues from the Employee Attitude Survey.
  • Led continuous process improvement program to exceed lean six sigma $2M savings objective.
  • Developed a tool to facilitate the system development life cycle and ongoing process improvement.
  • Reduced order-processing time from 14 days to 3 days by implementing process improvements.
  • Implemented process improvements to reduce cost and installation time in stores.
  • Manage a portfolio of 93 continuous process improvement projects.
  • Analyze metrics, identify need for process improvements.
  • Drive change management and process improvement.

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25. Voip

average Demand
Here's how Voip is used in Information Technology Technical Services Manager jobs:
  • Provide network design solutions to support VoIP and new applications, research and identify networking equipment and telecommunications providers.
  • Implemented global Call Center solution along with a VoIP solution in support of global technical support and sales call centers.
  • Configured Cisco routers/switches for VoIP - including quality of service (QOS) guarantee of voice and data integrity.
  • Introduced APS to Voice Over IP and brought up Beta tests of Cisco's and 3Coms VOIP solutions.
  • Coordinated and managed deployment of 3Com NBX VoIP phone system and Asterisk integration.
  • Install and manage network printers and internal VoIP phone system.
  • Installed and managed TeleVantage and Verizon VOIP PBX Systems.
  • Installed and maintained VOIP system for company.
  • Installed a new VOIP phone system.
  • Install and Maintain VoIP Phone System.
  • Implemented and supported network protocols: HSRP, VRRP, BGP4, OSPF, and VOIP.
  • Major role working with network team on LAN, W-LAN, WAN, and VOIP.
  • Provided support and management support including Web site maintenance and changes, complete VOIP set-up, maintenance and support.
  • Rolled out new centrally located predictive dialer platform and VoIP gateways which provided dial tone to remote contact centers.
  • Reduced telecom cost 20% while increasing remote office capabilities by replacing legacy phone system with VOIP solution.
  • Implemented Asterisk based voip solutions using Cisco 7940s phones, performing phone server and L2 configuration.
  • Directed a communications change-over from a legacy PBX system to an intranet VOIP system.
  • Maintained Avaya VoIP phone system with updates and changes required by business.
  • Project lead for the transition to a new data center Project Manager of VOIP rollout to all sites.

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26. Sharepoint

average Demand
Here's how Sharepoint is used in Information Technology Technical Services Manager jobs:
  • Develop and implement policies and procedures for SharePoint application development for all agencies and clusters via recommendations and best practices.
  • Developed Extended Service Agreements on SharePoint implementations to assure customer satisfaction, consistent profit and recurring revenue.
  • Developed internal processes for collecting requirements from business and demonstrating technology value SharePoint to business units.
  • Developed key business metrics utilizing SharePoint and SSRS systems to manage internal technical staff.
  • Led implementation and development efforts of MS SharePoint for collaboration and reporting purposes.
  • Developed internal processes for collecting requirements from business units while building SharePoint solutions
  • Managed vendor selection and contract negotiations for Legal Library SharePoint application vendor.
  • Manage company website and intranet SharePoint server.
  • Implemented SharePoint for document management.
  • Provided essential support on Microsoft products to include SharePoint, Collaborator, Exchange, and a host of web-based applications.
  • Administered, migrated and performed system upgrades to Microsoft Server 2003, 2008 to 2012, Office 365 and SharePoint.
  • Created Standard Operation Procedures (SOP) Library within SharePoint to assist Service Desk with Incident and Problem resolution.
  • Led training sessions and learning forums for end users and site owners as new departments on boarded into SharePoint.
  • Created and managed Help Desk and Desktop Support documentation on SharePoint.
  • Migrated department files to SharePoint, eliminated local file servers.
  • Utilized SSRS, MS Office and SharePoint integration.
  • Designed, installed and configured new SharePoint server.
  • Utilized Siebel SupportWeb and SharePoint to document and process customer requirements for validation, engineered solutions, and implementation.
  • Increased operational ability and further reduced costs by moving away from iManage and combining the document library with SharePoint.
  • Authored technical documentation and training materials for a SharePoint based service desk knowledgebase.

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27. Vmware

average Demand
Here's how Vmware is used in Information Technology Technical Services Manager jobs:
  • Implemented a new EMC storage appliance to serve as primary storage for the VMWARE platform.
  • Created VMware based testing environments for customer troubleshooting.
  • Enabled the expansion of VMWare utilization within the data center allowing for the elimination of over 35 physical x86 servers.
  • Installed and managed MS Virtual Server 2005 and VMware ESX Server for more than 2 years.
  • Optimized the virtual environments on the VMware ESX platform to ensure proper resource allocation.
  • Managed Windows 2008/2012 servers inside the VMWare Cluster and day to day operations.
  • Completed proof of concept and then implementation of VMware ESX 2.5 servers.
  • Configure VMWare and physical servers for customer needs.
  • Implemented a new VMWARE server virtualization platform.
  • Assisted in the administration of both physical and virtual servers running Windows 2xxx Server operating system utilizing VMWare VSphere 5.
  • Deployed Cisco UCS platform and VMware virtualization and consolidated more than 100 servers down to 20 actual servers.
  • Consolidated physical servers using VMWare ESXi and saved over $32,000 in purchasing hardware.
  • Reduced datacenter foot print using VMware ESX, saving $2 million dollars annually.
  • Managed both VMWare vSphere and Windows Azure environments.

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28. Incident Management

average Demand
Here's how Incident Management is used in Information Technology Technical Services Manager jobs:
  • Implemented deep dive processes and developed strategies for overall incident management quality improvement.
  • Manage Service Level Objectives for request fulfillment and incident management.
  • Participated in the implementation of Incident Management across the organization.
  • Implemented, supported and administrated FootPrints Incident Management Software.
  • Prepared documented processes for new incident management program.
  • Develop metrics reporting using incident management tool.
  • Conducted training and mentoring new hires for incident management, incident administrator roles as well as change management company wide.
  • Involved in MIM (Major incident management) and documented RCA (root cause analysis) for service owners.
  • Performed daily incident reviews and analyzed data for trends using BMC Remedy and Oracle RightNow Incident Management systems.
  • Lead for the Incident Management and transformation program for a top global financial institution.
  • Served a member of the Regional Incident Management Team (RIMT).
  • Provided support for system outages, system recovery, working with Incident Management teams and IT management to minimize downtime.
  • Manage the Incident Management program, develop standards related to incident management, and ensure adherence to the standard.

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29. Unix

average Demand
Here's how Unix is used in Information Technology Technical Services Manager jobs:
  • Prepared cost justifications, application requirements, alternative solutions and technical recommendations for all UNIX based systems.
  • Supervised a team of a senior level UNIX engineer, JAVA programmers, Windows system administrator and an XML documentation specialist.
  • Designed and implemented Computing Solutions Platforms (UNIX and IBM MVS/SNA based) to serve Bell Laboratories technical community.
  • Managed staff during general computer controls testing for UNIX, Windows, and mainframe platforms.
  • Managed the implementation of a global Unix environment in support of product development.
  • Directed all functions of IT Services comprised of Unix Systems and Database Administration.
  • Hosted environment consisted of more than 150 Windows Server 2003 and ten Unix Solaris servers.
  • Managed NT, UNIX and Novell server environments and services for the data network.
  • Integrated accounting and financial system into Unix Informix DBMS system.
  • Managed Novell 4.11 and Windows NT 3.51, 4.0, and UNIX servers.

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30. Problem Management

low Demand
Here's how Problem Management is used in Information Technology Technical Services Manager jobs:
  • Facilitate Problem Management by logging, routing and tracking incidents, and subsequently maintaining a Service Knowledge Management System.
  • Co-developed root cause analysis/Problem Management process to get beyond symptoms of mission critical service interruptions.
  • Re-engineered processes to provide a higher quality of support based on effective problem management.
  • Oversee problem management and root-cause analysis to identify and correct operational issues.
  • Led Disaster Recovery and Business Continuity team and Problem Management.
  • Serve as the Process Owner under the ITIL framework for two processes, Release Management and Problem Management.
  • Upgraded support processes, improved application monitoring, incident and problem management, and system performance.
  • Process Owner (ServiceNow): Incident Management, Change Management, Problem Management, CMDB.
  • Designed Incident, Change and Problem Management Processes to fit the business objective.
  • Updated Change Management processes, integrating them with Incident & Problem Management.
  • Manage Problem Management process to include RCA & Permanent Fix implementation.
  • Helped reduce problem management backlog by 50% in one year.
  • Worked on Incident Management, Change Management, and Problem Management.
  • Implemented changes to the RightNow Incident and Problem Management system.
  • Defined the Incident and Problem Management roles for IT.
  • Defined and documented the AESD Problem Management process.
  • Process owner for Problem Management.
  • Designed workflows, and escalation process in core system for incident, event, and problem management.
  • Lead and Manage ITIL process like Problem Management, Performance Management, Availability and Capacity Management under Service delivery area.
  • Standardize the Problem Management Root Cause Analysis (RCA) as a Standard Operating Procedure, (SOP521).

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31. Itsm

low Demand
Here's how Itsm is used in Information Technology Technical Services Manager jobs:
  • Service Manager responsible for designing/maturing ITSM processes including Release and Deployment Management, Incident Management, and Change Management.
  • Better integrating ITSM process based ticketing and providing a unified data solution for relational metrics reporting across IT.
  • Manage flow of information related to ITSM and communicate appropriately to internal and external customers.
  • Developed Service Continuity and related business continuity models for service requests following ITSM concepts.
  • Provided technical consulting, requirements gathering to implement ITSM processes.
  • Directed ITSM/ITIL adoption for Information Technology Services department.
  • Maintained ownership and support for current set of tools (ITSM, TeamTrack and HEAT) and processes during transitional period.
  • Led the successful implementation of Hewlett-Packard's ITSM software suite, including Asset Management, Service Manager and Financial Management modules.
  • Work with our ITSM/ITIL process manager frequently to implement and create processes, while creating roles and responsibilities for my teams.
  • Provided strategic vision for the use of a new ITSM tool to track requests and report on team's progress.
  • Provided expertise, thought leadership in ITSM processes and enabling technologies to address client needs and solve business problems.
  • Designed and deployed ITSM portal (ServiceNow) with Incident, Problem and Change management modules configured.
  • Team lead responsible for development of ITSM tools and Processes in a highly secured environment.
  • Presented at IT quarterly Town Hall meetings (250-300 attendees) on ITSM program updates.
  • Managed project integrating SAP Change and Release Control into the company standard ITSM tool/process.
  • Engage with the ITSM Leadership Team to discuss non-routine customer concerns and requests.
  • Standardized Incident, Problem, Service Request, Change (ITSM core).
  • Lead and facilitated ITSM Steward Network Community of Practice for North America.
  • Defined password management procedures for the ITSM team to satisfy PCI requirements.
  • Managed Incident, Configuration and Change Management in accordance with ITSM guidelines.

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32. VPN

low Demand
Here's how VPN is used in Information Technology Technical Services Manager jobs:
  • Established site-to-site VPN connections between six offices across North America and the UK headquarters by using FortiGate Appliances.
  • Develop cross-functional teams to design and implement VPN security and SSL connections for remote users and web transactions.
  • Supported and administered mobile computing environment, Cisco Client VPN services.
  • Maintained hardware & software servers (mail, web, VPN and ftp).
  • WAN, VPN, and LAN support, Network Administration.
  • Configured and maintained Netscreen firewall appliances with remote access via VPN.
  • Deployed AEP Netilla Remote SSL/VPN appliance for Remote Access.
  • Managed multi site VPN connectivity using Cisco PIX Firewalls.
  • Provided network services and administration to clients, setting up remote access for clients using VPNs, Terminal Services and Citrix.
  • Monitored eHealth Live Exceptions 6.0 application for CPU and Memory usage, as well as availability for Nortal VPN traffic.
  • Implemented site-to-site and client access VPNs (IPsec, PPTP, GRE, SSL).

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33. SLA

low Demand
Here's how SLA is used in Information Technology Technical Services Manager jobs:
  • Managed our technical personnel by translating the business need to technical requirements and projections for customer's environment.
  • Developed processes for local SLA measurement and reporting; included fueling the implementation of standardized Delivery Center process.
  • Identified users' needs and translated into technology requirements, making appropriate product selections.
  • Translate customer requirements into a Managed solution.
  • Reduced client escalations by more than 50% by level setting end-user expectations via service level agreement (SLA) education.
  • Leveraged unused offshore resources to help support current support structure to ensure client SLA s and satisfaction continued to be met.
  • Created/monitored SLA's by tracking, maintaining, and updating SLA's to ensure all request tickets are handled.
  • Ensured and negotiated SLA's with internal support groups and Vendors; develop and maintain internal client relationships.
  • Partnered with the business to define strategy and appropriate SLA's that were aligned with business objectives.
  • Ensured Service Level Agreements (SLA) were met by effectively managing staff and monitoring open incidents.
  • Provided technical leadership and oversight for the Grand Island, NE and Wichita, KS manufacturing plants.
  • Increased SLA impacting ticket response/resolution from 92% in 2015 to 99.8% in 2016.
  • Negotiated service level and operating agreements (SLA/OLA) between teams crucial to customer support.
  • Created a standard contractual SLA schedule template and supporting process guidelines for drafting Service levels.
  • Assisted customers with ordering and selection of products and technical translation for digital printing.
  • Escalated tickets to ensure a quick and quality resolution according to IPG SLA policies.
  • Established SLA with new groups on the shared service to accommodate their specific needs.
  • Managed Service Level Agreements (SLA) and ensured compliance for hardware and software.
  • Implemented SLA Overview process to ensure technicians resolved user issues in timely manner.
  • Worked with external IT vendors to manage vendor contract compliance and SLA/OLA achievements.

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34. Business Units

low Demand
Here's how Business Units is used in Information Technology Technical Services Manager jobs:
  • Conducted research and provided project management to business units implementing innovative solutions for computer-related issues.
  • Consulted with business units to develop solutions and alternatives to technological needs.
  • Performed business analysis for software applications across 25 unique financial business units.
  • Managed the day to day relationship between IT delivery teams and the business units for IT production support and continuous improvement.
  • Developed and managed the process for prioritization of discretionary IT spending on behalf of the various York business units.
  • Analyzed project and programs proposed by business units and clients; established guidelines and procedures for making portfolio decisions.
  • Collaborated with legal, procurement, and vendor for third party applications and services for business units.
  • Service Level Manager for store operations and marketing business units; assisted in planning I.T.
  • Performed many business analyst functions acting as a liaison between IT and other business units.
  • Developed and maintained DR testing for over 20 business units and over 20 tests.
  • Coordinate with business units to achieve unit objectives.
  • Reorganized department and created four, focused standardized business units, including business applications, networks/systems, PC/LAN and ecommerce.
  • Implemented Oracle Fusion Middleware as the platform of choice for integrating 39 disparate systems across multiple business units.
  • Worked with company business units to establish SLA s. Remedy Force ticketing system administrator.

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35. KPI

low Demand
Here's how KPI is used in Information Technology Technical Services Manager jobs:
  • Defined KPI's for all teams that aligned with organizational SLA's and created an organizational dashboard showing KPI compliance.
  • Implemented and maintained new key performance indicator (KPI) system of measurement of customer satisfaction and technology services goals.
  • Represented UK IT on global working team tasked with defining KPI metrics and targets for key global IT Services.
  • Provided weekly and monthly KPI reporting to the Director of Technology Services and Executive Vice President of Customer Operations.
  • Presented key metric reporting data of KPI's and trends to IT department leadership, C level executives.
  • Established key metrics and developed/provided effective reporting of KPI's and trends to IT departments and customers.
  • Develop, implement and maintain KPI to track employee productivity and produce meaningful reporting for upper management.
  • Created KPI's and provided metrics for clients to report against SLA's, utilizing SSRS/SSIS.
  • Assisted in pulling together business cases so they align with the 2017 zero based budgeting KPI.
  • Ensured via KPI's that processes are being used and are working as designed.
  • Created survey system to measure customer satisfaction and KPI goals.
  • Developed best practices and KPI metrics.
  • Utilized KPIs to identify improvement opportunities that allowed the team to increase the department output by 45% without increasing headcount.
  • Monitor the productivity and performance of employees on a daily and weekly basis to ensure individual and team KPIs are met.
  • Review and recommend Key Process Indicator (KPI) reports to allow visibility into the process performance, and service areas.
  • Measure & analyze performance data for trending, review process metrics & KPIs to identify and resolve process performance issues.
  • Maintained budget, performance appraisals, team building, metrics, KPIs, goal setting, and presentations.
  • Provide weekly status reports to senior IT leadership presenting KPIs, status updates, analysis and action-plans.
  • Monitored KPIs to ensure SLA agreements are met, and Technical team performance and Knowledge are relevant.
  • Provide weekly/monthly reporting on KPIs and other designated metrics for Senior Management and CIO.

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36. SOX

low Demand
Here's how SOX is used in Information Technology Technical Services Manager jobs:
  • Designed in-house solutions to protect sensitive data following SOX Compliance and information security policies.
  • Led turn-key SOX implementation and management attestation engagements.
  • Developed ITIL good practice for the organization in the areas of Incident/Problem/Change/Release/Availability and SLA in conjunction with CoBIT and SOX initiatives.
  • Developed and maintained IT processes for operational support, government regulations, and SOX policies.
  • Implemented P1 incident management program to ensure SOX compliance and improved reporting on major issues.
  • Stepped up to form a SOX Support Team (8-14 members) * Redesigned processes.
  • Worked with FAA Auditors, Outside Security firms, and on committee for SOX compliance
  • Assisted Internal IT Auditors with information gathering and verification to ensure IT SOX Compliance.
  • Assure proper compliance as per FERC standards and SOX reporting for financial applications.
  • Conducted IT audits of IT general controls and supported SOX 404 reporting requirements.
  • Key player in adjusting to the new SOX and corporate requirements entailed.
  • Developed and maintained patching process to ensure we are in SOX compliance.
  • Manage PCI and SOX audits and responses with internal and external auditors.
  • Recruited and managed SOX testing resources and IT internal audit staff.
  • Produce ITGC and J-SOX audit reports and provide remediation as needed.
  • Reviewed HIPAA compliance at all regions and SOX as needed.
  • Led co-sourced and outsourced internal audit and SOX programs.
  • Managed and performed audits of Operations Disaster Recovery and Continuation Plans for compliance with IT Governance and SOX.
  • Satisfied an external audit and board of directors mandate to implement a system for compliance with SOX regulations.
  • Assist US based mid-market insurance companies with becoming Model Audit Rule (MAR) Sox compliant.

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37. Linux

low Demand
Here's how Linux is used in Information Technology Technical Services Manager jobs:
  • Demonstrated expert computer (Windows, Linux) skills, software, hardware and networking, wireless and Ethernet.
  • Installed, maintained, and managed Oracle RDBMS on AIX, Linux, and Windows NT operating systems.
  • Oversee the management of the Cisco network, Windows, HP-UX, AIX and Linux server infrastructure.
  • Operate and maintain the internal computer network consisting of Apple, Microsoft and Linux technologies.
  • Designed, built and deployed an automated fax server system using Debian Linux and Asterisk.
  • Restructured the IT Services Team to include subject matter experts in Systems Engineering, Network Engineering, Linux Administration and Security.
  • Developed security best practice documents for Windows NT 4.0 and 2000, RedHat Linux, and Solaris.
  • Designed and developed new processes, procedures and scripts on Debian Linux and Solaris systems.
  • Controlled all DNS for website division through use of Suse Linux servers.
  • Manage a team of six IT staff responsible for end user support on all Linux, Windows, VMWare systems.
  • Supported daily operation activities on Linux (Suse, Redhat), Unix (Solaris) servers.

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38. Citrix

low Demand
Here's how Citrix is used in Information Technology Technical Services Manager jobs:
  • Installed and managed Citrix Servers in 2003 and gradually upgraded customers to Presentation Server 4.5.
  • Managed project to implement WYSE terminals to allow users to connect to Citrix platform.
  • Upgraded and consolidated Citrix farms and 1500 concurrent licenses globally.
  • Headed the company's Virtual and Citrix XEN 6.5 environment.
  • Supported multi-location network via a T1 back-bone, utilizing Citrix and Data replication technologies.
  • Managed the activities of a team of Citrix / Softricity engineers.
  • Performed daily support of the current Citrix XPe environment.
  • Implemented Citrix Netscaler to load balance all web applications and Citrix Access Gateway.

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39. SAN

low Demand
Here's how SAN is used in Information Technology Technical Services Manager jobs:
  • Directed team of Information Technology Auditors responsible for insuring adequate controls globally within Monsanto.
  • Innovated the first ever known executive summary used by thousands of MSP's though out the world today.
  • Performed extensive data and file analysis on the SAN system to maximize file allocation space and performance.
  • Oversee office ordering, marketing purchases, menu production, sanitation & training audits, dietitian contracts.
  • Result: Worked with vendors to provide free training for end users saving thousands of dollars.
  • Monitored service levels in accordance with the Nissan/IBM SLA requirements, and maintained Nissan/IBM contract compliance.
  • Led the accelerated deployment migration from SameTime to WebEx Connect for eighty thousand users.
  • Worked with team to implement Oracle Pillar SAN replacement with EMC VNX SAN solution.
  • Experience with storage refresh from EMC to Hitachi for SAN and NetApp for NAS.
  • Negotiated many contracts, which saved Southern Oregon University thousands of dollars.
  • Recognized for excellence in the Nissan XP migration project.
  • Implemented Storage Area Network (SAN) technologies.
  • Eliminated non-payments by maintainingaccurate and detailed records saving the company thousands of dollars per year.
  • Lead other University initiatives across functional areas in relation to SAN deliverables.
  • Organized the upgrades of the EMC SAN solutions including DMX replacement, Centura upgrade, and implementation of Data Domain.
  • Manage virtualization cluster and EMC SAN central storage.
  • Experience with Cisco switch refresh upgrading the 3 cores and some of the edge nodes on the SAN.
  • Deployed MSA 2000 Storage, Windows Storage Server 2000 and EMC VNXe SAN/NAS solutions.
  • Manage 1.5 PB of storage; SAN, NAS, de-duplication.
  • Configured Cacti and netflow based monitoring for all nodes including routers, switches, firewalls, servers, sans and UPSs.

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40. Configuration Management

low Demand
Here's how Configuration Management is used in Information Technology Technical Services Manager jobs:
  • Developed and maintained a Configuration Management Plan that contained Project Management and software development standards, procedures, and processes.
  • Received VP Excellence Award for work in implementing a standardized Software Configuration Management Methodology across IT.
  • Provide management information about Configuration Management, quality and operations, risks and for trending.
  • Facilitate the Change Management and Configuration Management process for Technical Services & Application Development.
  • Initiate development of the Configuration Management Process to support IT Service Operations.
  • Manage policies and procedures as the process owner for problem, change and configuration management processes.
  • Key focus areas: Incident, Problem, Change and Service Asset and Configuration Management.
  • Integrated with incident, problem, release and configuration management processes.
  • Strengthened system and security controls by utilizing System Center Configuration Management (SCCM) tool to automate software distribution companywide.

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41. Direct Reports

low Demand
Here's how Direct Reports is used in Information Technology Technical Services Manager jobs:
  • Develop and maintain relationships and partnerships with business partners, stakeholders, peers, supplier partners, and direct reports.
  • People manager with ~10 direct reports consisting of system administrators, systems analysts, storage administrators and performance analysts.
  • Manage Contact Center, Credit, and Google support teams within IT Operations, consisting of 11 direct reports.
  • Managed a fast paced IT Call Center with 40 direct reports in support of the Department of Homeland Security.
  • Hired and managed over 32 direct reports to support various projects and day-to-day end user support under my supervision.
  • Manage Merchandise /Product Development Applications and Change Impact teams within IT Operations, consisting of 9 direct reports.
  • Managed a department of 30 - 40 direct and indirect reports and an off-shore team of developers.
  • Manage 18 direct reports that support over 2400 highly technical users across 8 locations and 2 countries.
  • Managed a team (direct reports) of more than 40 resources onshore & 75 offshore.
  • Manage and monitor activities of direct reports; provide training and mentoring to enhance staff development.
  • Supervised of 24 direct reports and 4 different vendors providing Level 1 & 2 IT services.
  • Managed efforts of twelve direct reports including WAN professionals, technicians and clerical staff.
  • Managed 9 direct reports with an annual payroll and expense budget of $800K.
  • Managed 12 member staff with 4 direct reports and budget of $2MM.
  • Provided leadership, mentoring, and development support to direct reports.
  • 80503Managed 13 direct reports including 1 Supervisor in 24x7x365 environment.
  • Supervised 11 direct reports across 6 locations in 4 countries.
  • Led 10 direct reports and managed seven support group ticketing queues across seven nationwide locations approximately 2500 end-users.

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42. IP

low Demand
Here's how IP is used in Information Technology Technical Services Manager jobs:
  • Cultivated excellent long term relationships with clients and staff, maintaining ongoing communication and facilitating solutions for concerns.
  • Anticipated and researched new network and security technologies for use with operational and business continuance data center sites.
  • Consolidated multiple UNIX/Windows system images into a standard one, maximizing efficiency and reducing administration costs.
  • Executed Configuration Management procedures reflecting a federated model to establish CI ownership and high data quality.
  • Worked closely with Information Security and Legal to establish risk metrics to manage vendor relationships.
  • Develop strong partnerships with technology and functional leaders across Development, Infrastructure and Operations teams.
  • Handled vendor selection and all aspects of vendor relationships for Corporate Security and Corporate Services.
  • Developed and implemented an online end-user Work/Security Request system to consolidate multiple request forms.
  • Emphasized quality and operational excellence with complete end-to-end ownership of all IT related requests.
  • Coordinated with multiple management teams for network consolidation, technology and services transformation.
  • Lead requirement gathering sessions with multiple lines of business leaders and executive management.
  • Performed tactical and strategic leadership, responsible for support ownership and service execution.
  • Facilitate company direction and participate in the planning of corporate wide information systems.
  • Assisted in the design, deployment and management of multiple customer-based infrastructure upgrades
  • Supervised provisioning of virtual desktop services and mobile telecommunications across multiple accounts.
  • Coordinated the implementation of PCs and related equipment for several expansion projects.
  • Anticipate internal and external business issues to align operational priorities and tactics.
  • Allocated office supplies, including copiers, telecommunications equipment and recording devices.
  • Coordinated risk mitigation and business continuity planning with OMC operational leadership.
  • Managed IT department purchasing and equipment inventories within department budget.

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43. Mac

low Demand
Here's how Mac is used in Information Technology Technical Services Manager jobs:
  • Managed team of Programmer/Analysts in Pharmacy Technology Services department that created and maintained Retail Pharmacy system (Intercom Plus).
  • Managed office machines by performing server and PC setup, configuration and backup disaster recovery plans.
  • Provided solutions for software and hardware issues from complex network maintenance to PC and Mac Troubleshooting.
  • Trouble shooting computers inside of vending machines and maintaining and repairing the computers and machines.
  • Designed and implemented a streamlined Move/Add/Request (MACR) system for Request Fulfillment.
  • Served as Typesetter & Graphic Designer for a PC & Macintosh graphics environment.
  • Managed Windows and Mac administrators in the support of a mixed-platform environment.
  • Created Excel workbooks and programs with macros, formula and data forms.
  • Obtained above-average knowledge / skill of Macintosh / Windows Operating Systems.
  • Hired, managed, mentored a team of 12 IMAC technicians.
  • Replaced older switches, eliminated redundant machines and replaced bad wiring.
  • Provided 3rd level technical support for Mac and PC issues.
  • Assisted in the setup and implementation of the MacWorld booth.
  • Install computers, printers, fax and copy machines.
  • Field service for PC Based CNC Controls & Machinery.
  • Repair and upgrade numerous machines in the field.
  • Installed new machines, backups, documentation.
  • Managed the IMAC team (Installations, Moves, Adds, Changes).
  • Managed project that replaced all end of lifecycle machines across supported offices, which supplied end users with most current technology.
  • Transitioned C&PS CRM, Call Center, and Macpac applications into Aerospace Help Desk.

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44. Cost Savings

low Demand
Here's how Cost Savings is used in Information Technology Technical Services Manager jobs:
  • Realized cost savings by instituting standards while performing Microsoft Windows technology upgrade projects.
  • Generated $1.6M in cost savings while securing new equipment by strategically negotiating and recovering money spent in the previous year.
  • Leveraged expert negotiation strategies to secure millions of dollars in cost savings on multiple occasions.
  • Maintained stability of servers 99% of the time, resulting in substantial cost savings.
  • Ensured cost savings were met and still delivered 1 month ahead of schedule.
  • Initiated migration plan to MPLS to create additional cost savings, 2008.
  • Returned 25% cost savings to project office.
  • Converted diverse eCommerce applications to a common order-processing channel providing significant cost savings in development and maintenance.
  • Reviewed, evaluated, diagnosed, and recommended technical solutions to increase efficiencies and cost savings.
  • Cost savings of 500K.)

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45. ERP

low Demand
Here's how ERP is used in Information Technology Technical Services Manager jobs:
  • Monitor and report on Security related intrusion and detection issues as it pertains to the technical security of the enterprise environment
  • Managed business program office for Testing Shared Services and Configuration Management Shared Services, streamlined services across the enterprise.
  • Examined and interpreted usage levels, engineered appropriate network facilities and made recommendations for maintaining and expanding network services.
  • Created and implemented relational databases used to assist in developing, monitoring, interpreting and presenting of financial information.
  • Delivered of enterprise information security program required to transition SAP and Non-SAP applications to the production environment.
  • Provided input into enterprise strategy typically through providing subject matter expertise to IT Director or higher.
  • Served as NY representative on several enterprise projects including data center consolidation and help desk consolidation.
  • Directed operations of a 24x7 enterprise service desk delivering high quality customer service to the organization.
  • Partnered with Enterprise Escalation Management team to develop a process for handling disaster recovery scenarios.
  • Managed the availability and reliability of enterprise technology services to 6,000+ users spanning multiple locations.
  • Defined metrics and created reporting for vendor activity related to compliance with underpinning contracts requirements.
  • Managed implementation of Corporate Security Visitor Registration and Background check/fingerprint applications communicating with the FBI.
  • Improved team visibility and reputation with the enterprise by focusing on quality and efficiency.
  • Led design and development of enterprise-wide dashboard reporting for change awareness and success metrics.
  • Established, maintained and coordinated enterprise system backups, disaster recovery plans and procedures.
  • Implemented COSO and CoBit frameworks to perform functional and process oriented enterprise-wide risk assessments.
  • Acted as Situation Manager for enterprise incidents and outages involving Tools Team supported applications.
  • Assisted in the development and execution of enterprise-wide disaster recovery and business continuity plan.
  • Craft and maintain enterprise disaster recovery plan and enterprise operational documentation and policy.
  • Gathered and interpreted complex cross relational data for high level IT environment presentations.

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46. CIO

low Demand
Here's how CIO is used in Information Technology Technical Services Manager jobs:
  • Composed departmental acquisition guidelines and best practices for the centralized procurement initiative sponsored by the CIO.
  • Presented to stakeholders and CIO to show opportunity areas and ongoing improvements from initiative.
  • Administered a technology budget in an expense-conscious department.
  • Managed malicious security breach at Alliance Engineering.
  • Identified underlying source of problems, and recommended solutions that were approved by CIO, successfully implemented, and highly effective.
  • Develop CIO dashboard to provide valuable data to executive team to ensure visibility and drive changes within IT.
  • Increased awareness and support for MIS IT services by creating custom dashboard for CIO and Executive Management.
  • Coordinate with CIO and Directors to develop an approximate $30M a year budget.
  • Delivered quarterly meetings to CIO based on this information.
  • Liaised between the CFO, CIO, and all department heads to ensure they stay within the yearly IT budget.
  • Reported weekly inventory on all corporate IT assets to the ITS Business Manager and CIO.
  • Work closely with CIO and Directors on providing accurate data in regards to their staff.

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47. HR

low Demand
Here's how HR is used in Information Technology Technical Services Manager jobs:
  • Cultivated strategic e-business partnerships and transactions through procedure/policy establishment.
  • Cultivated high-performance teams through clear communication of expectations, establishment of future goals, and promotion of cross-account training and interaction.
  • Established guidelines for use of implementation windows in support of Change Management supported by a web-based calendar displayed throughout organization.
  • Created Intrusion Detection/Security Assessment policy and procedures for organization and raised awareness levels of security issues throughout entire organization.
  • Suggest technology updates to improve current business processes through research of emerging technologies and by examining current systems.
  • Make recommendations, as well as explaining technology solutions, to senior management through presentations and advocacy.
  • Managed data center migrations, business continuity planning, and application management from cost-benefit analysis through implementation.
  • Improved operational efficiency through the creation of a centralized internal knowledge management and process documentation repository.
  • Analyze service desk performance through various statistical and reporting methods according to accepted performance indicators.
  • Improved critical pharmacy mail order systems availability and service levels through process and technology improvements.
  • Created new security information security plan to protect information throughout the entire supply chain.
  • Guided staff through determining individual development plans based on current role and career aspirations.
  • Advised Information Technology Director on future directions of information technology throughout the Business School.
  • Streamlined operations and improving productivity through effective reporting, prioritization and customer communications.
  • Balanced assignment, career development, and training of communication professionals throughout commands.
  • Improved client productivity and efficiency through hardware/software installations, updates and configuration enhancements.
  • Improved alignment of IT to business objectives and priorities through business-focused engagement.
  • Report contact handling performance and statistics through monitoring and test contact evaluation.
  • Increased employee morale and personal satisfaction through regular interaction and feedback sessions.
  • Helped to establish larger customer base through consultation and exceptional customer service.

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48. OS

low Demand
Here's how OS is used in Information Technology Technical Services Manager jobs:
  • Developed/submitted IT expenditure reports to senior leaders for 35 business entities, evaluated cost justifications, and developed/executed corrective action plans.
  • Conducted weekly team meetings, individual mentoring and quarterly performance evaluations to motivate team members and foster a cohesive work environment.
  • Lead the solution architecture, vendor selection, and posterior implementation and customization of solutions or development of internal solutions.
  • Implemented re-branding of company intranet site using internal resources, eliminating need for third party consultant and eliminating additional costs.
  • Led cross-functional team of librarians, database specialists, and temporary staff in upgrading a paper-based 15,000-document information center.
  • Prepared budget proposals and operational expenditure statements, ensuring that projects were completed on time and within budget.
  • Provided technical direction to leverage existing technologies among the communications vertical to improve reliability and reduce costs.
  • Prepare presentations relating to storage including metrics and trend analysis across all administrative and collegiate units.
  • Designed the business availability criteria, reporting metrics and governance process to support those functions.
  • Manage cross team collaboration on long-term sustainability and solution viability for a technology company.
  • Conducted a Customer Satisfaction Survey to measure the effectiveness of technology across the Americas.
  • Implemented hardware disposal process and streamlined vendor business processes Implemented automated Xerox Printer billing/metering.
  • Participated on proposal development and international strategy committees with the UK parent company.
  • Created low cost disaster recovery plan for manufacturing process to mitigate catastrophic risks.
  • Authored and implemented a written communication and escalation process between cross functional team.
  • Implemented various cost-control and/or cost-reduction initiatives with members of the management team.
  • Solicit customer satisfaction surveys to gain customer feedback and prospective on support.
  • Proposed opportunities to line and delivery executives for increasing revenue and margin.
  • Managed 22 IT/Communications personnel supporting 2,300 users across 4 geographically dispersed sites.
  • Designed electronic reporting databases for cost allocations and client billings tracking methodology.

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49. Phone System

low Demand
Here's how Phone System is used in Information Technology Technical Services Manager jobs:
  • Planned and executed a smooth transition, implementing a phone system that will grow with the company and its needs.
  • Negotiated all voice telephone system contracts, including maintenance, voice lines, and configuration.
  • Manage a Windows-based network of servers, work stations and a Samsung telephone system.
  • Researched and selected a phone system for the corporate offices requiring 120 incoming lines.
  • Manage and deploy an IP based phone system including analog and digital interfaces.
  • Assist with administration of network servers, phone system, and multimedia center.
  • Coordinated telephone system moves, adds and changes.
  • Managed Inter-Tel, phone system.
  • Maintained network and 30+ workstations, server, printers and Avaya PBX phone system running with 0% down time.
  • Maintained our functionality of our PBX phone system Successfully maintained our UNIX server communications and backup features.
  • Purchased / maintained servers, workstations, telephone systems, copiers, and alarm / surveillance systems.
  • Managed network availability and security to ensure 99.9% uptime of all data and phone systems.
  • Design & development of microcontroller based systems and Key Telephone Systems.
  • Maintain and support Voice over IP phone system Installed Wide area Citrix based network in RI, Mass, and CT

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50. Sdlc

low Demand
Here's how Sdlc is used in Information Technology Technical Services Manager jobs:
  • Established database development standards (SDLC), guidelines, procedures, build/release and backup strategies.
  • Collaborated with team members to define changes in strategy and overall SDLC process improvements.
  • Created and managed the Formal Inspection Audit Process for all SDLC Artifacts.
  • Implemented SDLC processes and standards for a globally used application development platform.
  • Create and maintain the SDLC and Software Validation strategy.
  • Design was based on ITIL and SDLC methodology.
  • Tied this into the SDLC process at Payless.

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20 Most Common Skill for an Information Technology Technical Services Manager

Windows XP15.3%
Infrastructure11.8%
Service Delivery7.3%
Project Management6%
Desktop5.9%
Itil4.7%
Data Centers4.4%
Service Desk4.4%

Typical Skill-Sets Required For An Information Technology Technical Services Manager

RankSkillPercentage of ResumesPercentage
1
1
Windows XP
Windows XP
10.2%
10.2%
2
2
Infrastructure
Infrastructure
7.9%
7.9%
3
3
Service Delivery
Service Delivery
4.9%
4.9%
4
4
Project Management
Project Management
4%
4%
5
5
Desktop
Desktop
3.9%
3.9%
6
6
Itil
Itil
3.1%
3.1%
7
7
Data Centers
Data Centers
3%
3%
8
8
Service Desk
Service Desk
3%
3%
9
9
PCS
PCS
2.7%
2.7%
10
10
Recovery Procedures
Recovery Procedures
2.6%
2.6%
11
11
Information Technology
Information Technology
2.5%
2.5%
12
12
Customer Service
Customer Service
2.4%
2.4%
13
13
Asset Management
Asset Management
2.3%
2.3%
14
14
Backup
Backup
2.1%
2.1%
15
15
Technical Support
Technical Support
2.1%
2.1%
16
16
Active Directory
Active Directory
2.1%
2.1%
17
17
Business Requirements
Business Requirements
2%
2%
18
18
Service Management
Service Management
2%
2%
19
19
SQL
SQL
2%
2%
20
20
Management Process
Management Process
2%
2%
21
21
Internet
Internet
1.6%
1.6%
22
22
Helpdesk
Helpdesk
1.6%
1.6%
23
23
Setup
Setup
1.5%
1.5%
24
24
Process Improvement
Process Improvement
1.5%
1.5%
25
25
Voip
Voip
1.5%
1.5%
26
26
Sharepoint
Sharepoint
1.4%
1.4%
27
27
Vmware
Vmware
1.4%
1.4%
28
28
Incident Management
Incident Management
1.4%
1.4%
29
29
Unix
Unix
1.2%
1.2%
30
30
Problem Management
Problem Management
1.2%
1.2%
31
31
Itsm
Itsm
1.2%
1.2%
32
32
VPN
VPN
1.2%
1.2%
33
33
SLA
SLA
1.2%
1.2%
34
34
Business Units
Business Units
1.2%
1.2%
35
35
KPI
KPI
1.2%
1.2%
36
36
SOX
SOX
1.1%
1.1%
37
37
Linux
Linux
1%
1%
38
38
Citrix
Citrix
1%
1%
39
39
SAN
SAN
1%
1%
40
40
Configuration Management
Configuration Management
0.9%
0.9%
41
41
Direct Reports
Direct Reports
0.9%
0.9%
42
42
IP
IP
0.8%
0.8%
43
43
Mac
Mac
0.8%
0.8%
44
44
Cost Savings
Cost Savings
0.8%
0.8%
45
45
ERP
ERP
0.8%
0.8%
46
46
CIO
CIO
0.8%
0.8%
47
47
HR
HR
0.8%
0.8%
48
48
OS
OS
0.8%
0.8%
49
49
Phone System
Phone System
0.8%
0.8%
50
50
Sdlc
Sdlc
0.7%
0.7%

55,113 Information Technology Technical Services Manager Jobs

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