Senior Manager

3 days ago

Simi Valley, California, United States Yoh, A Day & Zimmermann Company Full time
Job Summary

Yoh is seeking a Senior Manager to oversee Service Desk/IT operations for our Autonomous Technology client. The ideal candidate will have 9+ years of experience in managing a Service Desk, including budget management, and live within a commutable distance to the office in Simi Valley, CA for an onsite work environment.

Key Responsibilities
  • Oversee the entire Service Desk team, ensuring timely and effective support for end users.
  • Manage processes for identifying, prioritizing, and resolving incidents, as well as monitor and coordinate Service Desk operations.
  • Develop KPIs to improve service quality and maturity, implement policies for consistent service delivery, and plan for staffing and performance evaluation.
  • Create and communicate the global Service Desk strategy to executive leadership, focusing on services and end-user technologies.
  • Design and analyze the Service Desk framework according to industry best practices, aiming for high levels of customer satisfaction and service availability.
  • Establish SLAs to define expectations for problem resolution and response times.
  • Analyze Service Desk performance, identify areas for improvement, and implement solutions to enhance service quality.
  • Conduct performance evaluations for Service Desk staff, managing promotions, raises, and disciplinary actions as necessary.
  • Prepare budget proposals and operational expense reports, and collaborate with other departments to assess and procure Service Desk software for internal and external use.
  • Research emerging technologies and standards to support service desk procurement and development.
  • Ensure effective training programs for new and existing staff members.
  • Develop and enforce protocols for handling requests and escalating issues.
  • Track trends in Help Desk requests and generate analytical reports.
  • Evaluate the need for ticketing system reconfigurations based on request trends and provide recommendations.
  • Create and implement training programs to enhance user self-sufficiency and computer literacy.
  • Oversee training procedures for Service Desk staff to ensure effective onboarding and development.
  • Mentor and coach Service Desk Technicians and junior staff.
  • Provide hands-on support for escalated issues when necessary.
  • Participate in Change Advisory Board (CAB) meetings.
  • Monitor incident trends to proactively address potential issues.
Qualifications
  • Bachelor's degree in Information Technology Management or a related field; a Master's degree is preferred.
  • 9+ years of experience in managing a Service Desk, including budget management.
  • 5+ years in a managerial or supervisory capacity.
  • 5-7+ years of experience with various desktop and server operating systems (Windows, iOS, macOS, Linux).
  • Strong understanding of computer hardware and software, including VMware Workspace ONE and Ivanti EPM.
  • Proven experience in establishing SLAs and delivering Service Desk services.
  • Demonstrated experience in managing a technical support team.
  • Familiarity with advanced ITIL, ITSM, and COBIT principles (ITIL certification is essential).
  • Strong relationship management, performance management, and leadership skills with the ability to inspire and influence team members.
  • Self-motivated and proactive, with a collaborative team-oriented mindset.
  • Ability to manage multiple critical projects simultaneously in a dynamic environment.
  • Visionary thinker, able to adapt decision-making styles based on situational needs.
Other Requirements
  • Must be able to work in an office setting.
  • Ability to sit and stand for extended periods and lift items up to 30 pounds.
  • Candidates must be U.S. Citizens, U.S. Permanent Residents, or have asylee/refugee status.

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