IT Service Manager

3 days ago


Orlando, Florida, United States Miller's Ale House Restaurants Full time
About the Role

Miller's Ale House Restaurants is seeking an experienced IT Service Manager to lead the delivery of IT services across our organization. This role will be responsible for managing service delivery, optimizing processes, and ensuring that the IT services provided meet business needs efficiently.

Key Responsibilities
  • Service Delivery: Oversee the day-to-day delivery of IT services with POS systems in our restaurants as well as Corporate IT, ensuring they meet performance and quality standards.
  • Collaboration: Collaborate with other departments to understand their IT needs and ensure services are aligned with business objectives.
  • Service Level Management: Monitor and maintain service levels and performance indicators.
  • Incident Management: Manage the resolution of IT incidents, ensuring minimal disruption to business operations.
  • Problem Management: Lead the investigation and root cause analysis of recurring problems, driving permanent solutions.
  • Service Improvement: Track trends within the service management platform and develop and implement strategies to prevent future incidents.
  • Team Leadership: Supervise the IT service desk team, ensuring timely and effective responses to support requests.
  • Process Improvement: Oversee service desk processes, workflows, and escalations to improve user satisfaction.
  • Performance Metrics: Track performance metrics and service desk KPIs to drive continuous improvement.
  • Change Management: Manage changes to IT services, ensuring proper planning, testing, and deployment of updates.
  • Configuration Management: Maintain configuration records of IT assets and infrastructure, ensuring accurate documentation.
  • Vendor Management: Collaborate with third-party service providers and vendors to ensure the timely and effective delivery of outsourced services.
  • SLA Management: Manage and maintain service-level agreements (SLAs), and licensing agreements with vendors.
  • Security and Compliance: Ensure IT services comply with security standards and company policies.
  • Cybersecurity: Assist in managing cybersecurity risks and implementing data protection measures.
  • Regulatory Compliance: Collaborate with compliance teams to ensure adherence to regulatory requirements.
  • IT Service Management: Drive initiatives to improve the quality, efficiency, and performance of IT services.
  • Best Practices: Implement best practices in IT service management (ITSM) and adopt frameworks such as ITIL.
  • Incident Escalation: Willing to step in and assist in supporting the restaurants and the service desk team with all levels of incidents.
  • Availability: Ability to oversee and manage all incident escalations during business hours, evenings, and weekends.
Requirements
  • Education: Bachelor's degree in information technology, Computer Science, or a related field.
  • Experience: 5+ years of experience in IT service management or related roles.
  • ITIL Knowledge: Strong knowledge of IT service management (ITSM) frameworks such as ITIL.
  • Service Desk Experience: Experience in managing service desk operations and handling escalations.
  • Problem-Solving Skills: Excellent problem-solving and incident management skills.
  • IT Infrastructure Knowledge: Familiarity with IT infrastructure, networks, and cloud services.
  • Communication Skills: Strong communication skills, both verbal and written.
  • Leadership Skills: Proven ability to lead and manage teams in a fast-paced environment.
Preferred Qualifications
  • ITIL Certification: ITIL certification or other relevant certifications in service management.
  • ITSM Tools: Proficiency in IT service management tools and platforms. Experiences with Fresh Service is a plus.
  • Vendor Management: Experience in vendor management and contract negotiations.
  • Cybersecurity Knowledge: Familiarity with cybersecurity and data protection practices.
What We Offer

Miller's Ale House Restaurants offers a dynamic and challenging work environment with opportunities for professional growth and development.



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