Sr. Manager, Service Desk

1 month ago

Oldsmar, United States Vaco Full time

Location: Tampa (Carrollwood Area), onsite 4 days/week 
Team Size: 6

75%: service desk management
25%: asset management (lifecycle asset management)
Need to have experience in enterprise service management

Responsibilities:

  • Manage day-to-day operations in Information Technology, including Technical Services, Systems Administration, Service Desk, and End User Technology.
  • Develop and implement advanced IT strategies that position the company at the forefront of the industry.
  • Provide innovative solutions that enhance cost efficiency, functionality, and reliability for clients.
  • Design, implement, and maintain ITSM processes and workflows in alignment with best practices.
  • Configure and manage ITSM platforms to meet business goals, service level agreements, and regulatory requirements.
  • Collaborate with teams to identify opportunities for improvement and implement necessary changes.
  • Ensure thorough documentation, training, and support for ITSM processes and tools.
  • Oversee and evaluate peer and subordinate contributions to IT architecture and deliverables.
  • Work closely with department heads to identify technologies that enhance efficiency and align with company objectives.
  • Lead, develop, and mentor a high-performing IT team.
  • Manage IT operational and capital budgets and ensure alignment with organizational goals.
  • Define and track KPIs to drive continuous improvement in IT support services.
  • Develop and enforce endpoint policies, procedures, security standards, and disaster recovery plans.
Required Experience and Qualifications:
  • 6+ years of leadership experience managing Service Desk, End User Technology, and Field Services teams.
  • 5+ years of experience in ITSM administration, covering areas such as Service Desk, Knowledge Management, Asset Management, and Workflows.
  • Proven ability to design, develop, and implement complex ITSM enterprise solutions.
  • Bachelor's degree in Computer Science, Information Technology, or a related field; relevant experience will be considered.
  • Expertise in supporting End User Technology, including Windows environments, patching, encryption, and Active Directory.
  • Strong process and workflow improvement skills, with comprehensive knowledge of IT best practices and trends.
  • ITIL Foundation Certification is preferred.
  • Experience working in 24/7/365 environments.
  • Experience managing budgets and developing efficient cost strategies.

Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .

Vaco also wants all applicants to know their rights that workplace discrimination is illegal.

By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies.

  • California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
  • Virginia residents may access our state specific policies here.
  • Residents of all other states may access our policies here.
  • Canadian residents may access our policies in English here and in French here.
  • Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:

  • the individual’s skill sets, experience and training;
  • licensure and certification requirements;
  • office location and other geographic considerations;
  • other business and organizational needs.

With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.

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