Manager, IT Infrastructure Services

2 months ago

Watertown, United States Rocket Software Full time

It's fun to work in a company where people truly BELIEVE in what they're doing

Job Description Summary:

As the Manager of IT End User Experience (EUX) with Rocket Software, you are part of a global, fast-paced IT organisation whose primary mission is to provide world-class service to Rocketeers. Overseeing the delivery of support to the Americas, Europe, Middle East and Africa (EMEA), you will act as the Voice of the Customer, ensuring we enable Rocketeers to meet their business objectives.

Essential Duties and Responsibilities :

  • Act as an advocate for Rocketeers within IT, ensuring an understanding of their needs and expectations regarding IT services and support. Develop long-term partnerships with the business to achieve its objectives.

  • Represent the EUX Team in meetings including, but not limited to, Customer Meetings, Vendor Management, Project Management reviews and the Change Advisory Board.

  • Provide leadership, coaching and support to all EUX Team members, including but not limited to recruitment, objective setting and review, performance reviews, career development and mentoring, resource scheduling and general administrative support.

  • Manage the day-to-day responsibilities of the EUX Team (first, second, and third-level support) for Rocketeers, including ticket queue management. Proactively manage resources, perform processes and services, and support Rocketeers to agreed-upon service levels.

  • Provide timely management information at the agreed cadence or upon request, including understanding and analysis of key performance indicators (KPIs) for the broader IT team, senior leadership, and rocketeers. Upon non-achievement of targets, identify and implement appropriate corrective actions.

  • Working with Senior IT Leadership to contribute to budget requirements and effective management through diligent planning and execution. Where required, manage vendor relationships to ensure adherence to Service Level Agreements and contractual obligations.

  • Be proactive in Continuous Service Improvement by developing and maturing relevant policies, processes, and work instructions. Solicit and review feedback, documenting it along with any appropriate actions.

  • Act as a critical escalation point and technical resource for L1 to L3, escalating to the senior technical team as appropriate and as an aggregation point for end-user incidents requiring broader communication.

Required Qualifications:

  • Three (3) to five (5) years of Service Desk Leadership experience with a demonstrated pattern of increasing responsibility.

  • Experience managing a culturally and geographically diverse team in a rapidly changing environment.

  • Experience implementing, supporting, and improving ITIL best practices, including Incident Management, Service Request Management, Change Management, Event Management and Problem Management.

  • ITSM Certification – ITIL Foundation required.

  • Extensive knowledge of Service Desk Management tools, e.g., Jira Service Desk (preferred), BMC Remedy, ServiceNow, Confluence, SharePoint, Analytical Tools

  • Demonstrated experience mentoring and managing junior team members through early career stages with the expectations of high levels of team member retention.

  • Strong technical knowledge in Microsoft Windows, Intune, Autopilot, SCCM, Office 365, Networks, Slack, and Unified Communications (WebEx and Jabber are a plus).

  • Outstanding interpersonal skills, including communication skills, presentation skills and emotional intelligence.

Preferred Qualifications:

  • Certification in any of the following Microsoft Products, Networks or Unified Communications

  • Certification in leadership/management

  • Six Sigma Green Belt

Education:

  • Degree preferred

Travel Requirements:

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