Sr. Manager of IT Customer Service

Job Summary

As the Senior Manager of IT Customer Service, you will be responsible for the daily and long-term management of the Customer Service team which supports our companies' users and systems daily. You will be responsible for creating and implementing success metrics to ensure all teams are meeting and exceeding service expectations. You are also responsible for all domain migrations, ensuring our operations are running on one unified network and infrastructure.

Principal Duties and Responsibilities

• Develop and maintain the IT Customer Service strategy aligned with the organization's goals and objectives.
• Manage and oversee both the Tier 1 and Tier 2 Service Desk teams.
• Execute domain migrations, Greenfields & acquisitions with IT Onsite Team.
• Develop and promote effective IT Customer Service strategies, policy, approaches, and practices across the department.
• Develop and support operational maintenance days to support the functionality and growth of our organization.
• Manage the everyday functions of the core IT Customer Service team. This includes staffing, budgeting, and other relevant management functions.
• Provide leadership and direction for end user support, ensuring timely and effective resolution of IT issues.
• Ensure accurate and timely reporting and that data completeness and quality issues are quickly identified and escalated to the responsible data or process owners.
• Develop, monitor, and report on key performance indicators (KPIs) to ensure service levels are being met.
• Ensure that ITCS-related tools and services are appropriately evaluated, selected, implemented, configured, and maintained, including appropriate integration with other sources of organizational data.
• Exhaustive documentation of ITCS related tools, services, and processes aimed at providing transparency and business continuity.
• Mentor members of IT Customer Service team while creating career progression places with all team members through regular 1-on-1 meetings and team meetings.
• Conduct regular training sessions for IT support staff to enhance their skills and knowledge.
• Ensure the correct prioritization of workload, always focused on business needs and user experience.
• Makes recommendations concerning the department's needs to meet expected growth and long-term strategic plans and create a positive workplace with the opportunities for the team.

Qualifications

• Bachelor's degree in computer science, Information Technology, or a related field.
• Extensive IT Customer Service work experience to deliver IT Customer Service capabilities and improved business outcomes.
• Experience in successfully leading a team, including establishing policies, assessing risk, monitoring performance, and building relationships.
• Proven experience developing and executing a comprehensive IT Customer Service plan across a large, diverse organization.
• ITIL, or similar certifications are highly desirable.
• Ability to work in a fast-paced, dynamic environment.

Skills and abilities

• Proficiency in the use of the English language in reading, writing and speaking
• Strong analytical skills in making the appropriate business and technical decisions
• Ability to successfully interact with all organizational levels
• Strong interpersonal, teamwork, organizational, and workload planning skills are essential for this position
• Ability to function independently and produce results that meet standards of quality, timeliness, and acceptability
• Ability to work effectively within a team environment, with other IT groups and our business partners
• Ability to pass a drug test

Conduct

• Self-starter; works well under little supervision
• Highly motivated and enthusiastic
• Good reasoning and sound judgment
• Good interpersonal skills and a good communicator
• Strong organization skills and detail-oriented
• Be a team player and support the Company's goals
• Conducts in a professional manner