IT Service Manager
Summary:
We are seeking a highly skilled and motivated IT Service Manager to join our dynamic team. The ideal candidate will have a proven track record in managing IT services, ensuring the delivery of high-quality support and services to our employees. This role requires a current ITIL Managing Professional (MP) certification and, preferably, a ServiceNow System Administrator certification. This role reports to the VP, Head of Information Technology.
Responsibilities:
- Oversee the daily operations of the IT service desk and ensure efficient and effective service delivery.
- Develop, implement, and manage IT service management processes in accordance with ITIL best practices.
- Ensure all incidents, service requests, and problems are resolved in a timely and efficient manner.
- Collaborate with other IT departments and business units to ensure alignment of IT services with business needs.
- Manage and lead a team of IT service desk professionals, providing guidance, training, and performance evaluations.
- Conduct regular service reviews with key stakeholders to ensure customer satisfaction and continuous improvement.
- Utilize ServiceNow for incident and problem management, ensuring the platform is optimized for service delivery.
- Manage change control processes and ensuring minimal disruption to services.
- Develop and maintain IT service metrics and KPIs, providing regular reports to senior management.
- Drive continual service improvement initiatives to enhance the quality and efficiency of IT services.
- Ensure compliance with IT policies, procedures, and regulatory requirements.
- Manage service level agreements (SLAs) to ensure the delivery of quality IT services.
- Help to build and maintain the library of IT related knowledge base articles
- Work with our external Service Now maintenance vendor to dictate and track requested changes/improvements.
- Contribute to on and off location technical support service requests, ensuring requests are resolved, routed, or escalated for prompt resolution.
Experience & Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Current ITIL Managing Professional (MP) certification is required.
- ServiceNow System Administrator certification is highly preferred.
- Minimum of 5 years of experience in IT service management or a related role.
- Proven experience with ITIL processes and best practices.
- Strong understanding of IT service management tools and platforms, particularly ServiceNow.
- Excellent leadership and team management skills.
- Strong analytical and problem-solving abilities.
- Exceptional communication and interpersonal skills.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
The annualized base salary range for this position in California is $105,000 to $140,000. The base salary offered will factor in internal equity and may also vary depending on the candidate's geographic region, job-related knowledge, skills, and relevant experience, among other factors.
Otros detalles
- Grupo de puestos Corporate
- Tipo de pago Salario
- Los Ángeles, California, EE. UU.