IT Service Operations Manager
3 weeks ago
Service Delivery / Service Desk Manager
We are in search of an experienced IT Manager to enhance and lead a Technical Support and Service Desk team. This role is pivotal in ensuring that internal stakeholders receive the necessary support and services efficiently. The ideal candidate will have a background that includes progression through various technical roles, starting from help desk to desktop support lead/supervisor. You will be a hands-on IT leader, capable of mentoring your team while also addressing user challenges directly.
Key Responsibilities:
- Oversee daily operations of the Service Desk, ensuring high-quality support is provided.
- Build and maintain strong relationships with business units, facilitating communication regarding technology services and changes.
- Guide and develop team members through effective planning, goal setting, and coaching.
- Utilize ITIL principles to enhance service delivery processes and initiatives.
- Manage escalations from desktop support to other technical teams as necessary.
- Collaborate with Product Management to ensure customer needs are met while maintaining platform stability.
- Document common issues and solutions, creating user guides and FAQs for the IT Intranet.
- Engage in service delivery compliance, ensuring adherence to change management and regulatory controls.
- Analyze trends and recurring issues to develop actionable improvement plans.
- Work closely with various technical teams to support initiatives and ensure seamless service delivery.
Qualifications:
- Bachelor's degree with a minimum of 7 years of relevant experience, or 12 years of related work experience in lieu of a degree.
- Strong understanding of service delivery functions and root cause analysis.
- Knowledge of cybersecurity principles.
- Experience with ServiceNow and translating business requirements into technical specifications is advantageous.
- Proficient in problem-solving and analytical skills, with the ability to communicate technical concepts to non-technical stakeholders.
- Familiarity with networking services and the ability to collaborate across departments.
- Experience in automation and scripting, including PowerShell and Batch scripting.
Preferred Certifications:
- MCP – Microsoft Certified Professional
- A+ Certified
- Network+
- Security+
- ITILv3 Foundation (or higher) certification; ITILv4 preferred
- ServiceNow Application Developer Certification is a plus
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