Position Title: IT Service Desk Manager Location: Marietta, GA Position Status: Direct Hire Position Description: Our client is looking for IT Service Desk Manager candidates for a position located in Marietta, Georgia. Our client is a global market leader in material handling system manufacturing, design, installation, and service.
Position Overview: The IT Service Desk Manager is responsible for all Service Operations Management for our customers. Your responsibility is to make sure we deliver outstanding services to our customers, as well as supporting the customer to improve their competitive position. As the IT Service Desk Manager, you will ensure that our services are performing and supported in compliance with the agreed upon service levels with our clients and in so doing, be ready for daily operations. Primary Duties and Responsibilities:
Accountable for the successful delivery of Remote IT/Systems Support for customers in North America via the Support Center/Service Desk
Responsible for developing and delivering the long-term strategic plan for the Service Desk function
Manager for US IT Service Operations team. Managing team responsible for delivering IT technical support services and changes for live operations at Customer sites.
Stakeholder Management for IT Service Operations
Manage Risk mitigation for IT Support Operations, including Disaster Recovery, Early Life support and Service Transition for new sites
Responsible for overseeing all IT changes into Business Customer sites under contract.
Point of contact for IT Service-related Major Incident Management, ensuring post incident report is issued to customer sites, and if necessary, attending any requested meetings on site post incident
Support the Senior Management team in new business initiatives as and when required
Maintaining SLA and service performance for Business Customer contracts
Able to act on own initiative, adaptable and quick to learn
Manage expectations of customers and stakeholders within Service framework and on new business opportunities
Technical Skills & Knowledge:
Ability to work under pressure and deliver to tight deadlines in a timely manner
Able to communicate clearly and concisely to stakeholders and management at all levels
Managing assigned resources and teams for IT support services.
Good understanding of HR procedures, staff development and succession planning
Work closely with the IT Change Manager and IT Support team ensuring processes are adhered to
Liaise with Site Service Managers and appropriate parties during major incidents and escalations
Interface for North America with Global IT Service Desks.
Good attention to detail and ability to work to a high standard alongside strong planning and scheduling skills.
Effective communicator, attention to detail, strong presentation skills
Good knowledge and understanding ITIL processes (or equivalent) covering
Service Transition, incident and problem management
Change management, release and deployment for software applications
Risk mitigation, business development, commercially aware
Experience in developing/implementing new service tools/process/methodologies to enhance the company's capabilities in delivering outstanding service
To ensure all IT Staff working on Service Contracts in the office or locally on site, follow company and Local HSE requirements.
Education and Experience:
Bachelor’s degree from four-year College or university (Preferably Degree in Engineering)
At least +7 years’ experience managing service operations teams
Experienced in managing mission critical 24/7 complex support environments.
Preferably a good working knowledge supporting either PLC controls (Allen Bradley, Siemens) or IT Infrastructure (database systems, applications, networking).
Strong understanding of HR procedures, staff development and succession planning.
Preferably ITIL v3 or v4 Foundation certified.
Must be willing to work flexible hours.
About Seneca Resources: Seneca Resources is a client driven provider of strategic Information Technology consulting services and Workforce Solutions to government and industry. Seneca Resources is a leading IT services provider with offices in Virginia, Alabama, Georgia, Pennsylvania and Texas that service clients throughout the United States. We are an Equal Opportunity Employer and value the benefits of diversity in our workplace.