Senior Manager of Technical Support Services

2 weeks ago

New York, New York, United States Chesapeake Utilities Corporation Full time

We are looking for a Head of Service Operations to lead the IT service management for our technology division, focusing on two essential teams: Service Desk (Level 1) and Technical Support (Level 2). This role is pivotal in shaping, enhancing, and sustaining service excellence across the organization. The Head will ensure the delivery of top-tier customer service and technical assistance to a diverse group of stakeholders, while also driving a comprehensive agenda of technological advancements and ongoing improvements.

Key Responsibilities:

  • Define, refine, and supervise core ITIL-aligned service management processes, including incident management, problem management, application management, request fulfillment, and identity and access management.
  • Collaborate with internal departments such as infrastructure, client platform engineering, security operations, and project management to implement and oversee change management, technical governance, policy formulation, and enforcement.
  • Establish and uphold the global technology service catalog, service portfolio, policies and procedures, configuration management database (CMDB), and associated tools.
  • Manage the execution of local and global projects and releases, including hardware refreshes, operating system upgrades, software rollouts, and support for company-wide events.
  • Maintain the IT asset register (Software Asset Management/Hardware Asset Management) to ensure compliance with licensing requirements and promote continuous cost efficiency.

Qualifications:

  • Proven experience in delivering customer service and managing teams across multiple geographic regions.
  • Exceptional written and verbal communication, analytical, and organizational abilities.
  • Strong technical proficiency in core technologies and relevant applications, including Google Workspace, Microsoft 365, and various operating systems.
  • Excellent problem-solving and troubleshooting capabilities.
  • Ability to adopt a holistic global perspective in operations.
  • Demonstrated success in executing large-scale technology initiatives.
  • Experience working collaboratively within teams and across different divisions.
  • Commitment to supporting and mentoring team members, fostering a positive work environment.
  • Background in a similar technology leadership position.

This position offers a hybrid work arrangement.

Chesapeake Utilities Corporation is dedicated to creating a diverse and inclusive workplace. We are an Equal Opportunity Employer and actively seek candidates who reflect a wide range of backgrounds and perspectives. We believe that diversity enriches our organization and enhances our ability to serve our customers effectively.

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