Service Desk Manager / Senior IT Support Manager

Service Desk Management, ITIL, IT operations, Incident management, IT service management, Issue resolution, Technical support, Troubleshooting
Full Time
$95,000 - $115,000

Job Description

Our client is seeking a talented Sr. IT Support Manager with experience managing IT Operations and End User support services utilizing industry best practice processes with a focus on continual improvement and proactive problem solving. This is a highly visible role within the company with responsibility for ensuring up time of critical systems and delivering the utmost customer service to end users across two sites. This role also has responsibility for running the Change Advisory Board, setting the standards for acceptable change requests and ensuring that changes meet the criteria commensurate with their potential impact to the stability and availability of the production environment.

As our Sr. IT Support Manager, you will:

  • Manage and oversee our IT Operations including the supervision of staff members
  • Own and be accountable for IT Operations processes and supporting procedures including: Event and Incident Management, Batch and File Movement, Change Management, Asset Management, Request Management and ID Management
  • Provide incident communication and escalation activities as needed during major outages
  • Produce IT Operations monthly KPI reports
  • Initiate IT Operations process improvement projects based on sound metrics and using industry standard continual improvement methodologies
  • Collaborate with other IT teams on a variety of changes, projects and issue resolution
  • Ensure responses to end user requests for assistance are handled timely and professionally
  • Ensure the inventory of assets including corporate PC’s, laptops, printers, devices, servers, network equipment and software is maintained
  • Support peer managers and program managers
  • Provide troubleshooting advice and guidance for a wide variety of hardware and software issues
  • Support transformation initiatives by providing technical guidance and adapting to changing platforms and technologies
  • Review and recommend purchase decisions related to IT hardware and software


  • Bachelor’s degree in information technology, computer science, or related degree OR equivalent industry experience
  • ITIL Foundations Certification required
  • 5+ years professional work experience managing an IT Operations support team
  • Business and technology acumen to help elicit and address key need and actions
  • Experience with modern technology platforms and capabilities as well as strong working knowledge of both Agile and traditional SDLC frameworks and IT Service Management frameworks and best practices
  • Proven success working collaboratively with cross-functional team members as well as senior company leaders
  • Strong interpersonal, communication and presentation skills are a must
  • Experience with IT process improvements and methodologies is preferred
  • Experience in an integrated environment blending external and internal services utilizing multiple vendors is desired. Managing vendor engagements is a plus
  • A background in financial services is desired and experience in the consumer lending in retail and credit card products and servicing is a plus

What’s In It For You:

  • Robust health insurance including individual and family Medical, Dental and Vision insurance
  • Peace of mind with Life and AD&D Insurance
  • Protect yourself with company paid Long-Term Disability
  • Save on taxes with Flexible Spending Accounts
  • Relax and recharge with Paid Time Off (PTO) Program; plus 6 paid holidays and 1 paid floating holiday.
  • Financial health with 401k plus employer match up to 4%
  • We invest in your future through Tuition Reimbursement and ongoing Learning & Development
  • Take care of your well-being through Wellness perks
Dice Id : 10451798
Position Id : 6914027
Originally Posted : 3 months ago
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