IT Service Desk Manager

Safelite AutoGlass • Columbus, OH

28d

About The Position

Reporting to the VP Infrastructure & Operations, the IT Service Desk Manager will be accountable for the management of the Service Desk operations, including day-to-day running of the team, key metrics/targets and providing fantastic service to our 17,000 colleagues. As a member of the Infrastructure & Operations Management team, must be able to effectively communicate with senior members of the Business community as well as the IT organization.

Requirements

• Bachelor's Degree Degree in Computer Science or relevant field or relevant experience Required
• 4-6 years Relevant experiece Required
• Experience in an IT Service Desk Management role, directly involved in the day to day running of Service Desks
• Experience of ServiceNow ITSM tooling
• Comfortable interacting with Technology Leadership team
• Excellent working knowledge of the different ITIL processes
• Adept problem solver with the ability to focus on the overall goal
• Demonstrable experience of collaborative working with teams locally and globally
• Demonstrable experience of writing reports, preparing slides (using PowerPoint) and giving formal presentations
• Excellent English language written and spoken
• IT Service Desk leadership
• IT Service Management and Service Improvement
• Service ITSM and ITAM understanding
• Communication skills - both written and verbal covering a wide range of stakeholder groups from management level to operational level
• Strong self-motivation, ability to work independently when required Bias for action

Responsibilities

• Defining, creating, and delivering IT Service Desk standards, that align with the Global Service Desk standards and processes.
• Direct management of the market Service Desk.
• Driving the development and continuous improvement cycle.
• Delivering analytics insights and reporting around Service Desk performance and opportunities for Improvement, Automation and Knowledge Base articles to enable self-service.
• Participate in Service Design & Transition exercises as a result of Project implementations.
• Address and resolve escalations.
• Represent the region by providing input and partnering with the Belron Service Management team.
• Major Incident Management support, as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Repair and Maintenance
• Number of Employees: 5,001-10,000 employees