IT Service Manager Responsibilities and Duties

Supervise IT services team to support and maintain company IT infrastructure.

Provide infrastructure support for new releases and deployments.

Interact with business team to understand service level agreements and communicate the same to team members.

Mentor and direct team members for timely completion of assigned projects.

Conduct team meetings on regular basis to discuss about project issues and status.

Oversee infrastructure upgrades, modifications and deployments.

Conduct risk assessment and develop mitigation plans.

Perform root cause analysis of infrastructure problems and develop resolution plans.

Perform incident analysis and suggest action items.

Work with the team to develop problem management and service improvement plans.

Maintain all documentations for deployment, maintenance, upgrades, and problem resolution activities.

Act as a primary contact for all customer queries and issues.

Assist in staff recruitment, training, performance evaluation, promotion, retention and termination activities.

Communicate department goals and procedures to team members.

Ensure team follows best practices and maintain service level agreements.