IT Senior Service Manager

3 days ago

Hollywood, United States HEICO Full time

HEICO is seeking a Senior IT Service Desk Manager for a full time direct hire position at our corporate headquarters in Hollywood, FL.


The Sr. IT Service Desk Manager will lead our team of technical support technicians in delivering exceptional desktop support and IT services within our large corporation.


ESSENTIAL DUTIES AND RESPONSIBILITIES:

Team Leadership and Management:

  • Lead, mentor, and manage the Service Desk team to ensure high-quality technical support and customer service.
  • Develop and implement performance metrics, KPIs, and scorecards to monitor and enhance team performance.
  • Provide regular training and development opportunities to team members to maintain up-to-date technical skills and knowledge.
  • Conduct performance evaluations, offer constructive feedback, and implement disciplinary actions when necessary.


Service Delivery and Optimization:

  • Oversee the daily operations of the Service Desk, ensuring timely and effective resolution of technical issues.
  • Utilize advanced features of the ServiceNow platform to optimize workflows and improve service delivery.
  • Monitor and report on call center metrics, including call volume, response times, and customer satisfaction, to identify areas for improvement.
  • Develop and enforce service desk policies and procedures to ensure consistent and high-quality support.
  • Oversee an after-hours support framework, including the coordination of team member rotation schedules, and the effective handling of after-hours or weekend support calls and their possible escalation.


Customer Service Excellence:

  • Promote a customer-centric culture within the team, emphasizing empathy and understanding of user experiences.
  • Act as an escalation point for complex technical issues, ensuring prompt and satisfactory resolutions.
  • Gather and analyze customer feedback to drive continuous improvement in service delivery.


Collaboration and Communication:

  • Coordinate with other IT departments to ensure seamless integration and support of IT services.
  • Communicate service desk performance, challenges, and improvements to upper management.
  • Manage vendor relationships pertinent to service desk operations and tools.



SUPERVISORY RESPONSIBILITIES

Directly supervises exempt and/or nonexempt team members. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.

Requirements

EDUCATION:

  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • ITIL certification or equivalent is preferred.


EXPERIENCE:

  • Minimum of 10 years of experience in IT support or service desk roles, with at least 5 years in a managerial capacity.
  • Demonstrated experience in service delivery using the ServiceNow ticketing platform, including advanced workflow optimization required.
  • Proven track record in managing call center operations and analyzing related performance metrics.


KNOWLEDGE, SKILLS, OR ABILITIES:

  • In-depth knowledge of IT service delivery best practices and frameworks.
  • Proficiency in using and optimizing the ServiceNow platform for service desk operations.
  • Strong analytical skills to interpret and report on performance data and implement improvements.
  • Excellent leadership abilities, with a focus on team development and performance management.
  • Exceptional communication and interpersonal skills, with a strong customer service orientation.
  • Ability to handle high-pressure situations and make informed decisions promptly.


#heicocareers #itservicemanagement #servicenow #itsupportmanager #itil

  • Senior Vice President Risk

    7 days ago

    Hollywood, United States The Service Companies Full time

    Job Title: Area Vice President, Risk & Safety Position Location: Hybrid, South Florida About the Service Companies: The Service Companies (TSC) is the premier service provider to the hospitality, gaming, healthcare, education, and corporate catering industries. With over 4,500 team members serving 750 locations across 39 states, TSC is dedicated to...

  • Senior Gastroenterologist

    6 days ago

    Hollywood, Florida, United States Memorial Healthcare System Full time

    **About the Opportunity:** Memorial Healthcare System, a leading public healthcare provider in the nation, is seeking board-certified gastroenterologists to join its esteemed team. As a Senior Gastroenterologist, you will be responsible for managing and developing a dedicated inpatient adult gastroenterology service at Memorial Hospital West, with...

  • Master's Level Clinicians to Service Seniors

    3 months ago

    Hollywood, United States Cotler Health Care Full time

    Join Our Team: If you're passionate about making a positive difference in the lives of seniors and seeking a supportive, ethical work environment, we'd love to hear from you. Apply today to join the Cotler team and become part of our mission to provide compassionate care to those who need it most! Seeking Masters Level Clinicians ( LCSW, LMFT and LMHC's) in...

  • Master's Level Clinicians to Service Seniors

    2 months ago

    Hollywood, United States Cotler Healthcare Full time

    Join Our Team: If you're passionate about making a positive difference in the lives of seniors and seeking a supportive, ethical work environment, we'd love to hear from you. Apply today to join the Cotler team and become part of our mission to provide compassionate care to those who need it most!Seeking Masters Level Clinicians ( LCSW, LMFT and LMHC's) in...

  • Senior Project Manager II

    4 days ago

    Hollywood, United States Platform Aerospace Full time

    **Job Title:** Senior Project Manager II**Estimated Salary:** $80,000 - $120,000 per yearWe are seeking an experienced Senior Project Manager II to join our team at Platform Aerospace. As a key member of our operations team, you will be responsible for ensuring the successful delivery of projects across various departments.Main Responsibilities:Develop and...

  • Senior Pastry Operations Manager

    5 days ago

    Hollywood, California, United States Soho House & Co. Full time

    Job SummaryWe are seeking a highly skilled and experienced Senior Pastry Operations Manager to join our team at Soho House & Co.As a key member of our culinary team, you will be responsible for overseeing the production of pastries, cakes, and other food items, ensuring that they meet our high standards of quality and presentation.Main ResponsibilitiesTo...

  • Senior Healthcare Case Manager

    4 days ago

    Hollywood, Florida, United States HealthTrust Workforce Solutions Full time

    Job OverviewWe are seeking a compassionate and skilled RN to join our team as a Senior Healthcare Case Manager. In this role, you will work closely with patients, families, and healthcare professionals to provide personalized care and support.Salary and BenefitsThis 13-week nursing assignment offers a competitive salary of $80-$120 per hour, depending on...

  • Senior Operations Manager for Logistics

    6 days ago

    Hollywood, Florida, United States Randstad North America, Inc. Full time

    About UsAt Randstad North America, Inc., we're dedicated to connecting job seekers with top companies across various industries.The OpportunityWe're seeking an experienced Senior Operations Manager to lead our logistics team. The successful candidate will have a proven track record in managing distribution operations and driving process improvements.About...

  • Senior Engagement Coordinator

    6 days ago

    Hollywood, Florida, United States Life Care Companies, LLC Full time

    We are seeking a compassionate and enthusiastic Senior Engagement Coordinator to join our team at Presidential Place. In this role, you will be responsible for planning and coordinating meaningful activities that promote the physical, mental, and social well-being of our residents.About UsAs a Life Care Companies, LLC community, we offer a unique opportunity...

  • Senior Sales Manager, Events

    1 day ago

    West Hollywood, United States Montage International Full time

    The Senior Manager of Event Sales will be responsible for soliciting new catering accounts, including entertaining and maintaining relationships with existing accounts to meet and/or exceed food and beverage revenue goals. They will coordinate and ov Sales Manager, Manager, Sales, Event, Senior, Client Relations

  • Senior Care Consultant

    4 days ago

    Hollywood, Florida, United States MedElite Full time

    Unlock Your Potential in Senior CareMedElite is seeking a driven Healthcare Services Representative to expand our network of skilled nursing facilities and deliver exceptional customer service.About Us:We've been revolutionizing senior care since 2011, focusing on improving health outcomes and reducing costs through our innovative data-driven model. Our team...

  • Senior Healthcare Manager

    5 days ago

    Hollywood, United States Incredible Health Full time

    Job Summary:We are actively hiring for a Senior Healthcare Manager position in our Neuro Telemetry department. This is a rewarding opportunity to lead a team of skilled Registered Nurses and contribute to the delivery of exceptional patient care.About the Role:This full-time, part-time, or per diem position is available on day shift, night shift, and mid...

  • Senior Insurance and Financial Services Professional

    6 days ago

    Hollywood, Florida, United States Advanced Insurance & Financial Services LLC Defunct Full time

    We are seeking a skilled Senior Insurance and Financial Services Professional to join our team at Advanced Insurance & Financial Services LLC. This exciting opportunity offers a competitive salary of $60,000 - $80,000 per year, depending on experience.Job DescriptionThe ideal candidate will be responsible for providing expert advice to clients on insurance...

  • Service Manager

    1 month ago

    Hollywood, United States Cortland Full time

    Job DescriptionJob DescriptionAt Cortland, you map the story of your success. We don't adhere to the status quo, we love outside industry perspective, and we thrive on exploring possibilities and reimagining solutions. As an innovative leader in multifamily, our high performance continues to drive exponential growth – and we invite you to join us on...

  • Belmont Village Senior Living Caretaker

    2 weeks ago

    Hollywood, United States Belmont Village Full time

    About the RoleAs a Belmont Village Caregiver, you will provide hands-on personal assistance to a group of seniors living within our large Assisted Living and Memory Care community. The Caregiver role is ideal for someone who is dependable, detail oriented, patient, caring and enjoys a high level of personal engagement with older adults.Your Typical Daily...

  • Business Services Coordinator

    7 days ago

    Hollywood, Florida, United States Broward Community College Full time

    Job SummaryThe Business Services Coordinator will provide administrative support to our department, ensuring that all tasks and responsibilities are completed efficiently and effectively.Key ResponsibilitiesProvide administrative support to senior staff members, including calendar management and travel arrangementsManage office supplies and maintain a...

  • Senior French Legal Document Reviewer

    6 days ago

    Hollywood, Florida, United States Contact Government Services, LLC Full time

    Job Description: We are seeking a highly skilled and experienced Senior French Legal Document Reviewer to join our team at Contact Government Services, LLC. The ideal candidate will possess fluency in French and have extensive experience with document review workflows, including privilege/responsiveness review, redactions, conceptual searching, and...

  • Senior Quality Assurance Specialist

    2 weeks ago

    Hollywood, Florida, United States HEICO Corporation Full time

    Job OverviewHEICO Corporation, a leading provider of innovative products and services to the aviation, defense, space, and electronic industries, is seeking a highly skilled Senior Quality Assurance Specialist. This exciting opportunity will provide support for documentation of quality, inspection, production, and improving processes on complex aerospace...

  • Senior Program Manager

    6 days ago

    Hollywood, United States Platform Aerospace Full time

    Job SummaryWe are seeking a highly skilled Senior Program Manager to join our team at Platform Aerospace. This is an excellent opportunity for a seasoned professional to lead projects from start to finish, ensuring timely and within-budget delivery.About the RoleThe successful candidate will be responsible for managing cross-functional teams to achieve...

  • Senior Account Manager

    3 weeks ago

    Hollywood, United States WAIGlobal Full time

    We're looking for a driven Sr. Account Manager to lead the charge in driving sales growth and maximizing market share for assigned accounts. If you're passionate about building strategic relationships, achieving sales and margin targets, and contributing to business growth, we encourage you to apply and make a lasting impact on our teamPOSITION SUMMARYThe...