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IT Manager, Service

3 months ago

Fort Mill, United States Silfab Solar Full time

Job Description

Summary of Position

The IT Manager, Service and Support reports to the Director of Information Technology and is responsible for the delivery of IT services and support for all Silfab locations.  This includes the managing and mentoring of team members and acting as the project manager for key IT projects. This leadership role is a champion of customer centric behaviors, focusing the IT service and support team on achieving service levels, and enhancing end user computing through customer centric service delivery.

Essential Duties and Responsibilities

Support Director of IT with strategic planning and execution of IT Services and Support initiatives.

Lead a team of IT support staff and work closely with other teams within the IT department to ensure the delivery of high-quality IT services, support, and top-tier customer service.

Manage support services, including on-call support for non-business hour services, to ensure the availability of resources and timely escalation of requests/services according to business needs. 

Lead continuous improvement activities related to service delivery and end user experience liaising with the appropriate teams.

Assist in the preparation and management of staffing, capital, and operations spending plans.

Responsible for hiring, training, development, and performance management of all direct reports.

Ability to lead and drive a service-focused team with a strategic focus on customer-facing activities, services, and processes.

Act as an IT internal business partner, ensuring customer requirements are understood and met while facilitating conversation between departments and teams.

Empower staff to take proactive action to prevent performance issues.

Prioritize and train customer-centric behavioral competencies and technical skills when hiring and developing staff.

Assist in the creation and roll out of customer value creation metrics as deemed necessary by business needs.

Be a leader in service excellence through management of the service desk function and reporting, service delivery or new/updated services and applications, and the oversight of deployment and support of employee devices, software, and hardware management.

Ensure all new employees are given the proper tools, technology, and training to be an asset to the team.

Follow up on end user device metrics including hardware, software (i.e. Windows Updates), and security deployments (i.e. disk encryption, endpoint protection) to ensure devices maintain a high level of security and capabilities.

Ensure hardware and software assets and subscriptions are tracked, and software license compliance is maintained.

Lead the creation, scheduling, budgeting, implementation, and delivery of key IT projects.

Lead cross-functional teams and partner in the delivery of key IT projects.

Act as a liaison between the Company, customer, and vendors.

Prepare and deliver project status reports.

Ability to travel between the US and Canada up to 20%.