Sr. Manager, IT Services

The IT Services Senior Manager is responsible for oversight of the IT enterprise service desk operations and the underlying ServiceNow platform. In this role they will ensure efficient and effective support for all IT-related issues, overseeing the development and implementation of service desk policies and procedures, and ensuring high levels of customer satisfaction. The IT Services Senior Manager is responsible for the overall administration, development, and strategic direction of the ServiceNow platform. This role involves managing a team of developers and administrators and vendors, ensuring the platform meets business needs, and drives continuous improvement initiatives.

ESSENTIAL DUTIES

ServiceNow Platform

• Platform Management: Oversee the day-to-day operations of the ServiceNow platform, ensuring its stability, security, and performance.
• Team Leadership: Lead and mentor a team of ServiceNow developers and administrators, providing guidance and support to achieve team goals.
• Strategic Planning: Develop and execute a strategic roadmap for the ServiceNow platform, aligning with business objectives and priorities.
• Stakeholder Collaboration: Work closely with business stakeholders to understand their requirements and translate them into effective ServiceNow solutions.
• Continuous Improvement: Identify opportunities for process improvements and implement enhancements to maximize the platform's value.
• Project Management: Manage ServiceNow projects from inception to completion, ensuring timely delivery and adherence to quality standards.
• Training and Support: Provide training and support to end-users and ensure they are effectively utilizing the platform.
• Compliance and Governance: Ensure the platform complies with organizational policies, industry standards, and regulatory requirements.

Services Support

• Leadership and Management:
  
  
  
  • Lead, mentor, and manage a team of IT service desk professionals.
  • Conduct regular performance evaluations and provide feedback.
  • Develop and implement training programs to enhance team skills and knowledge.
  
  
  
  
• Service Desk Operations:
  
  
  
  • Oversee daily operations of the IT service desk to ensure timely and effective resolution of IT issues.
  • Develop and implement service desk policies, procedures, and best practices.
  • Monitor and analyze service desk performance metrics and reports.
  
  
  
  
• Customer Service:
  
  
  
  • Ensure high levels of customer satisfaction by providing excellent service and support.
  • Address and resolve escalated customer issues and complaints.
  • Develop and maintain strong relationships with internal and external stakeholders.
  
  
  
  
• Continuous Improvement:
  
  
  
  • Identify opportunities for process improvements and implement changes to enhance service desk efficiency.
  • Stay updated with the latest industry trends and technologies.
  • Implement and manage service desk tools and technologies.
  
  
  
  
• Budget and Resource Management:
  
  
  
  • Develop and manage the service desk budget.
  • Allocate resources effectively to meet service desk objectives.
  
  
  
  

QUALIFICATIONS

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 7 years of experience in IT service desk management or a similar role.
• Strong leadership and effective team management skills.
• Excellent customer service and communication skills.
• Proficiency in IT service management (ITSM) tools and best practices.
• ITIL certification is preferred.

SKILLS & COMPETENCIES

• Strong problem-solving and analytical skills.
• Ability to work under pressure and manage multiple priorities.
• Excellent organizational and time management skills.
• Strong interpersonal and relationship-building skills.

WORKING CONDITIONS

• Full-time position.
• May require occasional evening or weekend work.
• Occasional worldwide travel.