What You’ll Do:
Reporting to the CIO, this position is responsible for managing a team of service delivery engineers to support the business.
Manage all procedures related to identification, prioritization, and resolutions of incidents.
Ensure high levels of customer service quality and availability.
Develop service level agreements to establish problem resolution expectations and timeframes.
Proactive in identifying trends in help desk incidents to prevent issues from occurring.
Manage incident management, problem management, change management, and asset management solutions.
Provide support for all business applications.
Identify areas where automation and machine learning can improve the team’s scalability.
Develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions.
Own the Service Delivery annual budget and operate within the budget.
Provide leadership, supervision, coaching and guidance across the team in achievement of organizational and departmental goals.
Partner with IT leadership, business unit leaders and service providers to provide strategic solutions and operational efficiencies.
Proven ability to work effectively in independent settings as well as in a larger group in team settings
Ability to interact with people at all levels of the organization, prioritize and handle multiple competing demands in a high-volume, fast-paced work environment
Must have outstanding organizations and time-management skills, possess the ability to exercise practical judgment, and be a highly motivated self-starter
Exhibits superior verbal and written communication skills, attention to detail, and ability to multitask
Able to resolve or escalate issues in a timely manner
What You’ll Need:
5 or more years of delivering white glove IT support to executives
Proven track record of managing a service delivery team
Experience delivering solutions for asset management, incident management, change management, and problem management.
Firm understand of cloud only infrastructure.
Firm understand of work from anywhere models.
Experience supporting business applications such as HRIS, ERP, etc.
Experience driving discussions with senior personnel regarding trade-offs, best practices, project management and risk mitigation