IT Client Services Manager

Regal Rexnord•Radford, VA

About The Position

We are looking for a passionate leader to serve as a key liaison and influencer between Corporate IT support and our site business locations. In this role, you will be leading a diverse team of systems engineers, site IT support specialists, and helpdesk to ensure we deliver world-class IT support to our customers. YOUR MISSION Site IT Service Delivery & Operations Support Manage and oversee all personnel and functions related to IT Infrastructure Support: IT Helpdesk, Incident. Management, and Request Fulfillment as it relates to quality, performance and risk by setting or refining process, procedure, policy and standards. Manage all day-to-day IT Support activities, ensuring the integrity, security and high availability of services for our clients user population. Provide leadership to leverage technologies, processes, and disciplines for delivery of best-in-class methods. Readily recognizes system deficiencies, recommends, and implements effective solutions. Collaborate with the other IT Managers defining overall goals of the IT department including short and long-term planning. Assist the IT staff deploying, maintaining, and supporting hardware and software. Project Management - prepare project proposals, scope and budgets; monitors project timelines and milestones. Works closely with IT team, project teams, vendors, and outside contacts to ensure timely and efficient completion of projects. Leadership Development & Talent Management Experience providing feedback on performance toward goals. Experience coaching, mentoring, and developing team members. Ability to proactively identify and remove obstacles or barriers on behalf of the team. Ability to take ownership of projects and deliver while mentoring and helping team. Demonstrated experience influencing across a complex, global matrix organization. Functional Expertise Skilled with providing hands-on user support to both onsite and remote associates in an office and plant manufacturing environment. Must be approachable and foster a climate of trust and respect in the organization. As a driver of change, you will identify opportunities to streamline and refine processes aligned to our business objectives.

Requirements

Bachelor's degree and 8+ years of related experience leading and managing a Service Desk function.
3+ years' experience formally or informally directing other team members.
Passion for delivering high quality IT services with a continuous improvement mindset.
Experience deploying and supporting Microsoft 365 systems and services.
Collaborator with Problem Solving, 'Can-do' Mindset and a client centric focus.
Experience with MS Office 365.
ITIL Foundations V4.
3+ years of experience in a major IT Service Management Platform, preferably ServiceNow.
Candidates must be eligible to work in the United States without requiring company sponsorship to obtain or keep U.S. work authorization.

Responsibilities

Site IT Service Delivery & Operations Support Manage and oversee all personnel and functions related to IT Infrastructure Support: IT Helpdesk, Incident. Management, and Request Fulfillment as it relates to quality, performance and risk by setting or refining process, procedure, policy and standards.
Manage all day-to-day IT Support activities, ensuring the integrity, security and high availability of services for our clients user population.
Provide leadership to leverage technologies, processes, and disciplines for delivery of best-in-class methods.
Readily recognizes system deficiencies, recommends, and implements effective solutions.
Collaborate with the other IT Managers defining overall goals of the IT department including short and long-term planning.
Assist the IT staff deploying, maintaining, and supporting hardware and software.
Project Management - prepare project proposals, scope and budgets; monitors project timelines and milestones.
Works closely with IT team, project teams, vendors, and outside contacts to ensure timely and efficient completion of projects.
Leadership Development & Talent Management Experience providing feedback on performance toward goals.
Experience coaching, mentoring, and developing team members.
Ability to proactively identify and remove obstacles or barriers on behalf of the team.
Ability to take ownership of projects and deliver while mentoring and helping team.
Demonstrated experience influencing across a complex, global matrix organization.
Functional Expertise Skilled with providing hands-on user support to both onsite and remote associates in an office and plant manufacturing environment.
Must be approachable and foster a climate of trust and respect in the organization.
As a driver of change, you will identify opportunities to streamline and refine processes aligned to our business objectives.