IT Service Delivery Manager

3 weeks ago

Glenview, United States CareerBuilder Full time

**IT Service Delivery Manager**
Location:
1901 Chestnut Ave
Glenview, Illinois, 60025
United States
Category:
Information Technology
Date Needed by:
12/31/2021
**Primary Duties and Responsibilities:**
Wespath Benefits and Investments, recognized as a 2017-2021 Chicagos Best and Brightest Companies to Work For and a 2018-2021 National Best and Brightest Companies to Work For, has an opportunity for an IT Service Delivery Manager. The Service Delivery Managers focus is on operational process improvement, configuration management, asset management, end user computing, and overall IT service management. The Manager will be the leader and major contributor to implementing service improvements for the Help Desk, (organization, coverage, and metrics), as well as being responsible for the Desktop/Laptop/Thin Client (configuration, image, support, and security) solutions. Participation in Problem Management, Service Level Catalog Management and Incident Management-based activities for service improvement requirements are also part of this position. This position is responsible for the configuration management, system design, delegated support ownership, and process implementation for Wespath Desktop services, Help Desk Services, and the personnel that provide those services.
More specifically, the Service Delivery Manager will have the opportunity to:
* Evaluate and select hardware, software, and peripheral equipment to meet end user computing requirements. Create, design, and develop installation specifications.
* T est and monitor software, hardware, and peripheral equipment to evaluate use, effectiveness, and adequacy of product for user.
* E valuate and coordinate Help Desk coverage.
* P rovide guidance, information, and expert advice to management on technical, systems, or process-related topics in written form, e-mail, or in person.
* P rovide guidance and set direction in the configuration and imaging of all Desktops, Laptops, Thin Clients, and any other end user computing devices.
* Ov ersee audio-visual capabilities throughout the office and support communication/ collaboration capabilities for end users.
* O bserve, receive, and otherwise obtain information from all relevant sources in order to keep up-to-date technically and apply new knowledge to their job.
* M anage and support all telecommunication needs, including phone systems, cellular, and vendor management.
* P rovide service level metrics, cost analysis, impact analysis and reporting on outsourced services.
* Q ualitatively and quantitatively assess performance per respective contracts and for overall program objectives and goals.
* M anage end user computing asset lifecycle process: request for proposals, negotiations, contract changes, renewals, and terminations.
* P rovide metrics management reporting and improvement planning from on-going metrics.
* E nsure SLAs are achieved and that customer expectations are met or exceeded.
* P rovide updated reports from a schedule (or on request), including management and account performance reports, in an automated, centralized, and controlled reporting structure.
* H old regular Root Cause Analysis Sessions with various teams, per incident, to ensure quality follow up and that problems are being addressed and documented.

Document action item follow up coordination, as needed, for resolution and overall system improvement efforts.
* L ead Service Restoration Teams, in emergency enterprise-level system outage situations, insuring system or functional process recovery is successfully achieved.
* D evelop, manage, and mentor a small team of employees.
**Minimum Requirements/Qualifications:**
* Bachelors degree in Computer Science or related field; or equivalent work experience.
* M inimum 10 years of experience in providing technical support to end users in a business environment and support of Microsoft based network and applications.
* C ertification in MCP/MCSA (Microsoft Certified Professional, System Administrator, Engineer), MOUS (Microsoft Office Certification), Help Desk Manager Certification or other related technical certification.
* P roven experience developing, mentoring, and managing others.
* S olid working knowledge of Microsoft Windows Desktop Security, and Active Directory.
* E xperience with Microsoft Exchange and VMware Horizon a plus.
* S trong technical knowledge of application support.
* P roven ability to interpret complex information and provide informed analysis.
* P roven ability to manage external relationships and service delivery, ensuring 24 X 7 support in a distributed model.
* M ust be willing to work on call.
Preferred Qualifications:
* Project Management experience.
* Experience e ffectively managing a small team of people and resources.
*Wespath Benefits and Investments is an Equal Opportunity Employer and does not discriminate in hiring.*

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