Sr. Manager, IT Service Management (932505)

Position Summary

This position reports to the VP, Technical Operations and is responsible for Service Desk/Production Support.

Job Responsibility

• Oversees third-party Level 1 Service Desk as well as Level 2 Production Support
• Good understanding of modern self-service technology solutions and ability to implement and evangelize
• Pro-automation and can think through ideas to improve automation
• Excellent skills in mentoring, recruiting, and communication at all levels
• Proactively create continuous improvement proposals and initiatives
• Evaluate market solutions for new technology to determine if we are properly setup to succeed and improve
• Ability to provide ROI for proposed changes
• Create a culture driven by customer experience while maintaining complete understanding of all team metrics

Delivery & Execution: Partners to resolve the most advanced, escalated technical and executive-level issues. Documents reviews and ensures that all quality and change control standards are met. Acts as a SME for various aspects of the Service Desk business to ensure knowledge base articles, training, and knowledge is shared across the Service Desk. Oversees projects within the Service Desk team and drives alignment across them to achieve department and enterprise level goals; provides consultation and direction for projects outside of the Service Desk. Makes suggestions that help drive operational excellence to create internal customer satisfaction and meet operational metrics.

Job Responsibilities Cont.

Strategy & Planning: Engages, tracks, and partners with IT teams and Field Ops Leadership to understand current relationships, perceptions of user experience, and possible improvement opportunities for the Service Desk. Provides research and proposals for selecting critical vendors to partner with; engages vendors as needed to resolve or proactively remediate issues Supports and nurtures strategic vendor relationships; Drives alignment and improvement across the Support Team by identifying and analyzing trends and considering suggestions from other Support Leaders; Communicates standards, processes, and updates that mitigate potential negative impact; holds Support Team members and leads accountable for adhering to current processes and standards; encourages and considers suggestions from team members and leads for improvement Determines critical insights from reports to help guide the direction and development of Support business (daily, weekly, monthly metrics; customer satisfaction surveys, Top Issues) Contributes to and makes recommendations for strategic plans in support of key objectives in a timely and fiscally responsible manner.

Administration & Operations: Assists Leads in assigning and delegating work to the team to meet SLAs as needed. Produces and/or reviews updated content for knowledge base articles and training for Service Desk tiers; leads and mentors training classes for Level 3 and leaders (or ensures proper training takes place); oversees training documentation for other levels and supports training as needed. Assesses sets, communicates, and drives standards in quality, call handling, troubleshooting, and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this task; holds team and other Support Desk leaders accountable to meeting these standards

People: Attracts, retains, and develops top talent. Conducts annual and mid-year reviews for more junior leaders, reviewing individual development plans and providing performance feedback. Acts as a proponent of best practices.

Education Required

BS Degree in Technical Field (or) AS Degree and sufficient number of years of experience in applicable technical management role.

Experience Required

10+ years of experience in a telephone support environment with increasing responsibilities; 5+ years of service desk management experience; 7+ years of customer service experience.

Knowledge Required

Excellent written and verbal communications skills; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment. Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products.

Ability to develop and maintain business relationships. Proven service desk leader who has track record of creating and successfully implementing service desk and production support strategies.  Experienced with Help Desk Software and ticketing systems, service desk automation tools, Self-service strategies, comfort with query language and relational databases for troubleshooting, Networking concepts; Exceptional leadership skills and excellent telephone mannerisms; Experience with creating and analyzing metrics with action plans. Detail oriented with a team mentality; Ability to lead, delegate and multitask; Ability to identify, analyze and resolve complex problems; Excellent verbal and written communication skills; Persistence in seeking resolution and follow through on issues; Experience working with IT Operations and Development departments to solve problems.

Physical Requirements

Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; driving and having access during the workday to an insured and reliable transportation; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location.

Competencies

Travel

Minimal Travel

Attire

Business Casual

Other

Must be eligible to work in the USA and able to pass a background check.