Overview
On Site
Depends on Experience
Full Time
Skills
ITIL
Manager
Service Desk
Window
IOS
MACOS
LINUX
ticketing platform
VMware workspace One
Ivanti EPM
Engineering software
Global Service desk
Job Details
Basic Qualifications (Required Skills & Experience)
- Bachelor s degree in the field of Information Technology Management or related or equivalent combination of education, training, and experience. Masters degree preferred.
- Minimum of 9 + years experience managing a Service Desk Organization including budgetary responsibilities
- Minimum of 5 + years in a managerial / supervisory role
- 5-7 years experience with desktop and server operating systems, including Window, IOS, MACOS, LINUX
- Extensive application support experience with Service Desk / ticketing platform
- Extensive knowledge of computer hardware, including VMware workspace One, Ivanti EPM, Engineering software
- Proven track record of developing and providing SLAs and Service Desk deliverables.
- Demonstrated progressive experience in the management of a technical support team
- 40-hour on-site work week with on-call availability when required
Other Qualifications & Desired Competencies
- Minimum 7 + years of Global Service desk experience preferred
- Occasionally may be required to travel within the Continental U.S.
- Certification in ITIL is a must
- Familiarity with the advanced principles of ITIL , ITSM & Cobit
- Solid relationship management and performance management skills
- Ability to motivate and direct staff members and subordinates
- Strong customer service orientation
- Proven analytical and problem-solving abilities with strong attention for detail
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Good written, oral, and interpersonal communication skills
- Exceptional interpersonal skills, with a focus on listening and questioning skills
- Ability to present ideas in business-friendly and user-friendly language
- Self-starter, highly self-motivated and directed
- Team-oriented and skilled in working within a collaborative environment
- Ability to identify business growth opportunities and risks
- Ability to manage multiple, critical projects simultaneously and enjoy working in a dynamic and fast-paced environment, where small teams share a broad variety of duties
- Strong leadership and interpersonal skills with the ability to influence others
- Uses vision to think beyond the immediate situation, explore multiple potential paths, and adapt decision-making style based on the situational circumstances
- Inspires, motivates, and empowers people to deliver organizational goals, while also delivering value back to employees
- Brings organizational values to life using personality, uniqueness and the creation of a shared vision
- Champions the process of change and promotes a culture of quick adaptation while helping others deal with the effects of change
- Ability to develop and maintain internal and external trusting, professional relationships
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