Mgr Service Delivery
Interface is currently seeking an IT Service Desk Manager in LaGrange, GA.
The IT Service Desk Manager will have overall leadership responsibility for providing outstanding customer service to over 1,400 colleagues working in Interface Americas. As the IT Service Desk Manager this role will be responsible for establishing and managing Tier 1 and Tier 2 Services & Support, managing Service Levels and ensure customer expectations are met or exceeded. Collaborate with the rest of IT to advocate for customer needs by leveraging service desk metrics and analytics. Reporting into the Sr Director of Global IT Infrastructure Services, this key leadership role will work closely with the IT leadership team and business functions to establish strategies and priorities for enterprise systems. This role is also a global thought leader driving improvement in connecting users with the tools and solutions at Service Desks worldwide.
The Service Desk Manager is entrusted with the management, design, development and implementation of IT service desk offerings across the enterprise. Establish ITIL based standard operating procedures, key performance indicators (KPIs) and reports to provide visibility to network operations performance and quality. Collaborate with colleagues in IT and across business functions to ensure high value service delivery. Effectively manage budgets to contain cost and deliver on key investments. Ensure department alignment to the overall IT strategy. Collaborate cross-functionally and build strong, productive relationships with all internal and external stakeholders. Initiate and maintain hardware and software service contracts for relevant areas. Assist in the resolution of technical problems and help manage escalations of critical issues. Interact with application as a key stakeholder in the planning and design of new applications and services to ensure they properly integrate into service desk operations. Develop and report operational SLAs/OLAs and metrics for areas of responsibility and present results to senior IT management.
Establish an ITIL based, process-driven service desk model to enable automating processes and enabling increased self-service for both IT and business service requests. Research technologies and solutions to enable critical capabilities in: Service Management, Incident Management, Problem Management, Configuration management and Knowledge-base Management.
Attract, retain, and develop team members with a focus on service orientation, technical capability and continuous improvement. The Manager will be responsible for influencing geographically diverse teams and will need to foster an environment of collaboration, teamwork and metrics based execution. Engage, manage, and develop direct reports to be IT leaders of the future. Lead discussions between the business and IT. Attract and build bench strength that allows for succession planning. Identify, set, and manage agreed-upon Service Level Agreements. Ensure all service desk operations and staff maintains strict compliance with security policies.
Qualification:
Candidates must have the following:
Educational Requirement:
BS degree in Computer Science, Business, or related field; Master s degree preferred
Skills and
Experience:
7
years of professional experience with at least 7 years in a managerial capacity managing multiple teams.
Knowledge of ITIL, certification a plus.
Excellent knowledge of and experience with one or more of:
Microsoft operating systems
Microsoft Exchange, Office and Office365
Lotus Notes/Domino clients and services, LotusLive
Video Conferencing Webex, Lync and Sametime
Asset Management Experience
Project management Skills
Software Distribution
Mobile Device Deployment and Support
Ability to mentor and cross-train team members and foster a healthy team environment
Ability to work and manage effectively in a fast-paced environment.
Excellent verbal and written communication skills with the ability to effectively interact with and present to all stakeholders, including senior leadership.
Demonstrated ability to lead teams, gain consensus, and move teams towards a shared vision.
Ability to create and maintain positive and professional relationships with business users.
Excellent planning and organizational skills
Ability to lead a large, cross-functional team
Outstanding communication and presentation skills
Demonstrated ability to relay technical data to a non-technical audience.
History of balancing competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines.
Global IT operations experience.
Internal employees must apply at https://www.hrapply.com/interface/IntlSearchByCompany.jsp.
We are a VEVRAA Federal Contractor.
We desire priority referrals of Protected Veterans for job openings at all locations within the State of Georgia.
An Equal Opportunity and Affirmative Action Employer of Females, Minorities, Veterans and Disabled.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
The IT Service Desk Manager will have overall leadership responsibility for providing outstanding customer service to over 1,400 colleagues working in Interface Americas. As the IT Service Desk Manager this role will be responsible for establishing and managing Tier 1 and Tier 2 Services & Support, managing Service Levels and ensure customer expectations are met or exceeded. Collaborate with the rest of IT to advocate for customer needs by leveraging service desk metrics and analytics. Reporting into the Sr Director of Global IT Infrastructure Services, this key leadership role will work closely with the IT leadership team and business functions to establish strategies and priorities for enterprise systems. This role is also a global thought leader driving improvement in connecting users with the tools and solutions at Service Desks worldwide.
The Service Desk Manager is entrusted with the management, design, development and implementation of IT service desk offerings across the enterprise. Establish ITIL based standard operating procedures, key performance indicators (KPIs) and reports to provide visibility to network operations performance and quality. Collaborate with colleagues in IT and across business functions to ensure high value service delivery. Effectively manage budgets to contain cost and deliver on key investments. Ensure department alignment to the overall IT strategy. Collaborate cross-functionally and build strong, productive relationships with all internal and external stakeholders. Initiate and maintain hardware and software service contracts for relevant areas. Assist in the resolution of technical problems and help manage escalations of critical issues. Interact with application as a key stakeholder in the planning and design of new applications and services to ensure they properly integrate into service desk operations. Develop and report operational SLAs/OLAs and metrics for areas of responsibility and present results to senior IT management.
Establish an ITIL based, process-driven service desk model to enable automating processes and enabling increased self-service for both IT and business service requests. Research technologies and solutions to enable critical capabilities in: Service Management, Incident Management, Problem Management, Configuration management and Knowledge-base Management.
Attract, retain, and develop team members with a focus on service orientation, technical capability and continuous improvement. The Manager will be responsible for influencing geographically diverse teams and will need to foster an environment of collaboration, teamwork and metrics based execution. Engage, manage, and develop direct reports to be IT leaders of the future. Lead discussions between the business and IT. Attract and build bench strength that allows for succession planning. Identify, set, and manage agreed-upon Service Level Agreements. Ensure all service desk operations and staff maintains strict compliance with security policies.
Qualification:
Candidates must have the following:
Educational Requirement:
BS degree in Computer Science, Business, or related field; Master s degree preferred
Skills and
Experience:
7
years of professional experience with at least 7 years in a managerial capacity managing multiple teams.
Knowledge of ITIL, certification a plus.
Excellent knowledge of and experience with one or more of:
Microsoft operating systems
Microsoft Exchange, Office and Office365
Lotus Notes/Domino clients and services, LotusLive
Video Conferencing Webex, Lync and Sametime
Asset Management Experience
Project management Skills
Software Distribution
Mobile Device Deployment and Support
Ability to mentor and cross-train team members and foster a healthy team environment
Ability to work and manage effectively in a fast-paced environment.
Excellent verbal and written communication skills with the ability to effectively interact with and present to all stakeholders, including senior leadership.
Demonstrated ability to lead teams, gain consensus, and move teams towards a shared vision.
Ability to create and maintain positive and professional relationships with business users.
Excellent planning and organizational skills
Ability to lead a large, cross-functional team
Outstanding communication and presentation skills
Demonstrated ability to relay technical data to a non-technical audience.
History of balancing competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines.
Global IT operations experience.
Internal employees must apply at https://www.hrapply.com/interface/IntlSearchByCompany.jsp.
We are a VEVRAA Federal Contractor.
We desire priority referrals of Protected Veterans for job openings at all locations within the State of Georgia.
An Equal Opportunity and Affirmative Action Employer of Females, Minorities, Veterans and Disabled.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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