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Sr. Manager, Service Desk

2 months ago

Tampa, United States Virtual 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.