IT Service Manager must have a bachelor's degree in Computer Science or related field, and 5-8 years of related technical and managerial experience in a Service desk or similar environment.
IT Service Manager requires:
- ITIL
- CHANGE MANAGEMENT
- VOIP
- CISCO
- CUSTOMER SERVICE
- ITIL expert or at least Service Management.
- WAN/LAN
- Prior experience in motivating, directing, and providing feedback to an international team
- Proven analytical and problem-solving abilities. Technical troubleshooting capabilities allowing the candidate to act as a tier 2/3 support representative critical.
- Ability to design and manage an incident management process/policy which allows for the effectively prioritization and execution of tasks in the correct order.
- Experience implementation Knowledge Management with related experience measuring the effectiveness of the KCS processes.
- Experience measuring the effectiveness of Change Management in relation to the Incident, Event and Problem Management processes.
- Experience leading Incident Management assessment and improvement processes with examples of how the candidate was involved in leading positive change.
- Exceptional interpersonal skills, with a focus on listening and questioning skills.
- Team-oriented and skilled in working within a collaborative environment.
- Highly self-motivated and self-directed. The ability to be self-sufficient is critical.
- High attention to detail and excellent organization skills.
- Highly skilled with MacOS, Ubuntu, Windows 7, 10 as well as the Office suite and standard business applications is critical.
- Experience with the following services is a plus: Cisco Unified Communication stacks, Remedy (support and as an Incident Management tool), Office 365,
Jira, Confluence, and VMWare. - Extensive knowledge of computer hardware including both Windows and Apple desktops and laptops as well as IOS and Android mobile device experience.
- Successful candidate must have in depth technical knowledge of Telepresence, DLP,
Airwatch MDM, client imaging software, Active Directory, Avaya or similar VOIP phone system, Ticketing systems, and anti-virus. - Experience with , Splunk s a plus.
IT Service Manager duties;
- Develop and meet SLA and OLA's for Service Desk tickets with data based on the needs of the business and the realistic capabilities of the team.
- Develop and implement KPI's with weekly reporting and identifying issues which may require attention.
- Working with global teams to develop and implement consistent processes, identifying exceptions within region and providing documentation.
- Leads a positive team creating an environment which encourages team and collaboration first..
- Collaborative and capable negotiation skills allowing the candidate to partners collaboratively with company management finding "win/win" solutions.
- Anticipates and meets, or exceeds, internal and/or external customer expectations and requirements; establishes and maintains effective relationships with customers and gains their trust and respect.
$58/hr
12 monts
