Manager - IT Infrastructure (CEAT_JR_35)

Manage the Service Desk and Front Office teams to meet or exceed established SLAs and performance metrics. Actively manage a team of engineers by monitoring ticket queues, assessing workload distribution, and prioritizing incidents and service requests based on business impact. Oversee daily helpdesk operations to ensure that all user issues regarding hardware, software, and computing devices are responded to and resolved in a prompt, timebound manner. Provide high-level technology expertise with a heavy emphasis on maximizing the overall end-user experience and minimizing downtime. Ensure the entire Front Office and Service Desk team consistently meets or exceeds desired Service Level Agreements (SLAs) and operational metrics. Lead the installation, configuration, and maintenance of serve