Service Management Lead

The Service Delivery Lead will be responsible for ITIL Service Delivery, Change Management, Knowledge Management, Capacity Management Desktop Support, Thin Client Support and Incident Management for Infrastructure and Operations. This role will work be responsible for the automation of the onboarding/offboarding processes, system administration, and for Global Users and Roles for Azure Office 365 and Microsoft Dynamics Asset Marketing Services.

• Manage Help Desk Queues and assist with 1st, 2nd and 3rd level support of Sales and Non-Sales Staff
• Lead Daily Standup Meeting for Infrastructure and Development
• Server as a voting member Change Advisory Board (CAB)
• Lead Service Management and knowledge transfer of new applications reviewing reference architecture, system functionality, business purpose
• Provide Incident Management for Issues related to Ecommerce and Global ERP Environments
• Ensure that New Hires and moves/add/changes follow checklist and are delivered on-time
• Provide Direct Support for Terminal Servers for 150 Sales Agents running HP Thin Clients
• Ensure that Manifest Stations at warehouses are running that staff can pick, pack and ship products
• Provide 3rd Systems Administration on Microsoft Active Directory for Azure and On-Premise Servers
• Ensure Proper Setup by Level 1 and 2 support of Avaya on-premise phone system
• Assist with Palo-Alto Firewalls and Prisma Global Protect Cloud VPN platform
• Assist with running console reports from Palo-Alto on any alerts from AI based Cortex Anti-Malware Platform
• Assist with VMware deployments of new servers as required
• Support and Monitor Oracle Linux Servers and Subsystems for on premise eCommerce systems (Adobe Commerce/Magento)
• Administer Incident, Problem and Knowledge Management of Jira Ticketing Systems and Confluence Knowledge Management

• Serve as a member of the IT Infrastructure and Security Team
• Position allows for growth in our Global Microsoft Dynamics ERP System and 3rd level support once basics with Service Desk and Service Management New Hires are up to speed
• Uphold and promote AMS's I-CARE values system of integrity, communication, accountability, respect and energy in all relationships with customers, suppliers, fellow employees and other stakeholders.

• 4-year degree in IT Infrastructure, Security, or other related area of study; Equivalent in experience accepted

• 3-6 years of experience in Linux, Unix and Windows Server Management is required
• 2 -3 years of Help Desk Management and ITIL Fundamentals around: Incident, Problem, Change, Service Management, Service Delivery and Knowledge Management are required
• Business Knowledge system administration of ERP Systems such as Microsoft Dynamics and various Shipping Systems would be required.

• Experience using e-commerce or digital marketing tools, systems, etc. such a Magento, Shopify, etc.
• Certifications in ITIL, Azure, AWS would be preferred, but not required
• Firewall Certifications would be preferred, but not required.