IT Service Operations Manager

3 weeks ago


Scarsdale, New York, United States Royal Communications Consultants Inc Full time
Job Overview

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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