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IT Service Delivery Manager

2 months ago

Lisle, Illinois, United States CTS Corporation Full time
Job Summary

The IT Service Delivery Manager will lead our global IT support team, ensuring that our technical support services are proactive and aligned with our organizational goals and employee needs. This role requires a high-energy, customer-focused individual who can manage day-to-day IT desktop support and operations, including system monitoring, defining, and maintaining operating procedures and processes to improve efficiency and productivity.

Key Responsibilities
  • Manage day-to-day IT desktop support and operations, including system monitoring, defining, and maintaining operating procedures and processes to improve efficiency and productivity.
  • Create, assign, and manage support issues in the IT ticketing system; monitor and/or escalate tickets ensuring any critical issues are resolved in a timely manner to minimize business or customer impact.
  • Lead and monitor team performance, conducting performance evaluations, mentoring, training, and developing feedback reports.
  • Manage the IT relationship with site management, communicating and collaborating on IT priorities, key projects, policies, and training, and addressing any gaps.
  • Monitor key system performance metrics and ensure that all reported/ticketed work is completed within defined SLAs.
  • Ensure each facility has adequate coverage and consistent services, and that each facility is aware of standards, policies, and processes.
  • Troubleshoot and resolve technical issues.
Requirements
  • Bachelor's degree in computer science, information technology, or a related field or equivalent experience.
  • Minimum of 8 years of experience in an IT Service Delivery or Service Desk role, with at least 3 years in a leadership role.
  • Strong technical knowledge of PC/laptop management, MS Office tools, network and server infrastructure, and cybersecurity principles.
  • Excellent leadership, communication, and project management skills.
  • Ability to strategize and solve problems efficiently.
  • ITIL knowledge and experience.
  • Experience working with global teams in a manufacturing industry will be preferred.