IT Support Services Manager

2 weeks ago


Middletown, Pennsylvania, United States The Pennsylvania Turnpike Commission, Inc. Full time

Company: Pennsylvania Turnpike Commission

Position Overview:
This role is pivotal in overseeing and orchestrating the operations of the Information Technology Support Services team, with a continuous emphasis on fostering positive customer relationships.

Key Responsibilities:

  • Supervise and manage the IT Support Services team, ensuring effective performance management and delegation of tasks.
  • Implement processes and tools that enhance the service desk operations, ensuring high-quality customer support.
  • Develop methods for tracking and prioritizing service desk incidents and requests, ensuring timely resolution.
  • Provide training and technical support to the IT Service Desk team, maintaining high standards of customer service.
  • Analyze customer feedback and service desk metrics to monitor performance and identify areas for improvement.
  • Coordinate updates to the IT Service Portal, ensuring staff are well-versed in guiding users through the system.
  • Oversee the creation and maintenance of knowledge resources for end-users, identifying new content through research and feedback.
  • Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to ensure service excellence.
  • Administer incident and request management procedures in line with industry best practices.
  • Build strong relationships with stakeholders, conducting regular meetings to ensure service level requirements are met.

Qualifications:
Candidates should possess a significant background in IT support services, with a preference for experience in a ServiceNow ITSM platform. Strong analytical, problem-solving, and project management skills are essential.

Work Environment:
This position may involve occasional travel and fieldwork, requiring adherence to safety protocols. The work environment is primarily office-based, characterized by low noise levels and comfortable conditions.

Commitment to Diversity:
The Pennsylvania Turnpike Commission is dedicated to fostering an inclusive workplace and encourages applications from diverse backgrounds.



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