IT Service Manager

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/hr12 monts