Service Desk Manager
Apply NowCompany: RICEFW Technologies, Inc.
Location: Waltham, MA 02453
Description:
Please Note: As of July 22, 2021, our team will require that all candidate submissions include a LinkedIn profile. Please do not submit any candidates that do not have a LinkedIn.
Job Order (Why might someone want to work here?) Job Overview: As the Senior Manager of IT End User Experience (EUX) with Rocket Software, you are part of a global, fast-paced IT organization whose primary mission is to provide world-class service to Rocketeers. Overseeing the delivery of support to the Americas, Europe, Middle East and Africa (EMEA), you will act as the Voice of the Customer, ensuring we enable Rocketeers to meet their business objectives.
Essential Duties and Responsibilities:
Required Skills : Experience implementing, supporting, and improving ITIL best practices, including Incident Management, Service Request Management, Change Management, Event Management and Problem Management. ITSM Certification? ITIL Foundation required. Extensive knowledge of Service Desk Management tools, e.g., Jira Service Desk (preferred), BMC Remedy, ServiceNow, Confluence, SharePoint, Analytical Tools Demonstrated experience mentoring and managing junior team members through early career stages with the expectations of high levels of team member retention. Strong technical knowledge in Microsoft Windows, Intune, Autopilot, SCCM, Office 3NA, Networks, Slack, and Unified Communications (WebEx and Jabber are a plus). Outstanding interpersonal skills, including communication skills, presentation skills and emotional intelligence.
Rank :A2
Requested Date :2024-02-29
Job Order (Why might someone want to work here?) Job Overview: As the Senior Manager of IT End User Experience (EUX) with Rocket Software, you are part of a global, fast-paced IT organization whose primary mission is to provide world-class service to Rocketeers. Overseeing the delivery of support to the Americas, Europe, Middle East and Africa (EMEA), you will act as the Voice of the Customer, ensuring we enable Rocketeers to meet their business objectives.
Essential Duties and Responsibilities:
- Act as an advocate for Rocketeers within IT, ensuring an understanding of their needs and expectations regarding providing IT services and support. Work with the business to achieve its objectives by developing long-term partnerships.
- Represent the EUX Team in meetings including, but not limited to, Customer Meetings, Vendor Management, Project Management reviews and the Change Advisory Board.
- Provide leadership, coaching and support to all EUX Team members, including but not limited to recruitment, objective setting and review, performance reviews, career development and mentoring, resource scheduling and general administrative support.
- Management of the day-to-day responsibilities of the EUX Team (first, second and third-tier support) for Rocketeers including queue management of tickets and issues. Proactively managing resources, performing processes and services, and supporting Rocketeers to agreed-upon service levels.
- Provide timely Management Information, at the agreed cadence or upon request, including understanding and analysis of Key Performance Indicators (KPIs) to the broader IT Team, Senior Leadership and Rocketeers. Upon non-achievement of targets, identify and implement appropriate corrective actions.
Required Skills : Experience implementing, supporting, and improving ITIL best practices, including Incident Management, Service Request Management, Change Management, Event Management and Problem Management. ITSM Certification? ITIL Foundation required. Extensive knowledge of Service Desk Management tools, e.g., Jira Service Desk (preferred), BMC Remedy, ServiceNow, Confluence, SharePoint, Analytical Tools Demonstrated experience mentoring and managing junior team members through early career stages with the expectations of high levels of team member retention. Strong technical knowledge in Microsoft Windows, Intune, Autopilot, SCCM, Office 3NA, Networks, Slack, and Unified Communications (WebEx and Jabber are a plus). Outstanding interpersonal skills, including communication skills, presentation skills and emotional intelligence.
Rank :A2
Requested Date :2024-02-29