Digital Support Manager

4 weeks ago

Charlotte, North Carolina, United States Jobot Full time
Senior Leadership Opportunity with Top Manufacturing Company

This is a unique chance to join a leading manufacturing company in Charlotte, NC, as a Senior Leadership Opportunity. As a key member of the team, you will be responsible for delivering world-class support to our global teammates.

Job Summary:

We are seeking a highly skilled and experienced Manager - Digital Support & Service Delivery to join our team. This hands-on technical leader will be responsible for delivering world-class support to our global teammates. The ideal candidate will have a solid knowledge of technical issues, outstanding leadership and communication skills, and a commitment to delivering services and support that put people first.

Key Responsibilities:
  • Manage the service delivery and support teams which undertake the day-to-day operation of all IT systems and services.
  • Set the vision and strategy for service management, ensuring support and service delivery processes are owned and maturing.
  • Define team goals and lead staff to achieving desired results, while being accountable for team performance.
  • Collaborate with cross-functional teams, manage vendor relationships, and drive success and continuous improvement across IT operations and service delivery.
  • Deliver frontline technical support for teammates in all global offices, fostering positive relationships and driving teammate satisfaction.
  • Oversee the management, maintenance and daily operations of all on-premises technology and infrastructure.
  • Promote continuous improvement of service delivery and digital support functions for all stakeholders.
  • Monitor ticket volume and performance metrics while supporting the team in exceeding expectations.
Requirements:
  • Four year degree in Computer Science, MIS, or other relevant technology discipline, or 10+ years of relevant experience.
  • Demonstrated experience in troubleshooting service desk issues, service delivery, information security, and networking.
  • Strong proficiency in both server and computer technologies, as well as cloud and on-prem infrastructure concepts.
  • Successfully managed service delivery projects, ensuring alignment with organizational objectives.
  • Ability to prioritize and oversee multiple tasks concurrently.
  • Proficient in ITIL and ITSM methodologies.
  • Track record of implementing best practices in an IT department to increase IT maturity.
Preferred Qualifications:
  • Certifications in IT service management (ITIL, HDI, etc.)
  • Certifications in project management (PMP, etc.)
  • Certifications in process improvement (Six Sigma, etc.)
Why Join Us?

We offer a strong compensation package, bonus structure, excellent benefits, generous PTO package, 401k with company match, and a laid-back company culture. We also offer many other benefits and perks, including tons of room for upward growth in the company.

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