Manager of ITSM Operations

About the role

The IT Support Center Manager oversees the day-to-day operations of the Support Center team, ensuring an efficient and excellent customer service experience. They lead and support the team to achieve specific goals, maintain high quality technical support, and exceed service levels.

Responsibilities

• Monitor and delegate support requests through various channels; walk-up, phone, email, and self-service ticketing to ensure SLAs are met
• Work independently and collaborate with internal team members, and external groups to triage and troubleshoot issues, escalating or reporting issues when necessary
• Oversee the lifecycle of user accounts; helping provisioning new hires as needed, making appropriate changes and disabling and offboarding when appropriate
• Serve as an administrator of ITSM Incident and Problem Management tools
• Maintain call queue and staffing levels to ensure proper coverage
• Manage priorities and team schedules
• Staff training; management of Support Analyst onboarding including all required training and measuring performance
• Provide operational guidance to Support Analysts
• Ensure staff is effectively scheduled to provide proper coverage
• Create, update and manage applicable Support Center policies
• Create and manage daily and monthly Incident reports

Requirements

• Bachelor's degree in computer science, information technology, or a related field
• At least two years of experience as a Help Desk Manager or in a technical support role
• Strong technical background
• Excellent analytical and troubleshooting skills
• Ability to work under pressure
• Leadership development

Qualifications

• High level of engagement

Skills

• Technical proficiency
• Customer service orientation
• Problem-solving skills
• Team leadership

Benefits

• Competitive Salary
• Medical, Dental and Vision Benefits
• Retail and Savings Benefits
• Flexible Spending and Health Savings Accounts
• Life Insurance
• Short-Term and Long-Term Disability
• Employee Assistance and Wellness Programs
• Paid Time Off (PTO)
• Parenting Benefits
• Employee Discount Programs
• Pet insurance
• Ryan Foundation – charitable matching funds
• Paid Time for Volunteer Events

Pay

The base pay range is $105,000-$130,000/Annually. The salary may vary based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission and/or an incentive program.

Schedule

Position requires verification of employment to work in the U.S.