IT Service Manager
About The Position
LMI Technologies is seeking an IT Service Manager to enhance internal business operations through AI tools, automations, business applications, integrations, and excellent IT services. This role involves close collaboration with the IT team to continuously improve internal applications, tools, culture, policies, and processes to drive business acceleration. The position requires direct participation in planning the IT Service roadmap, including enhancements to IT service assets, system integrations, and IT Service management for internal staff. The ideal candidate is a leader who sees IT as a strategic growth engine, is technology-agnostic and curious, and thrives in a constantly changing environment. This role ensures that a diverse, global staff has the necessary applications, clients, tools, and services to excel.
Requirements
- Combined 10+ years of experience in a similar role and/or education related to the leadership and management of an IT Service team in an enterprise environment
- Change Management: Has led the implementation and/or transition of IT application systems such as collaboration suites or business communication systems
- AI Fluency: Proven experience or a demonstrated high aptitude with AI tools and an understanding of how they integrate into business workflows
- Proficient with ticketing and project management software such as Atlassian Jira, Atlassian Jira Service, Zendesk or equivalent
- Proficient with Google Workspace, Enterprise MDM’s, other modern business applications
- Proficient with managing an enterprise environment with a mix of Windows, MacOS and Linux clients
- Fluent delivery of technical topics to non-technical stakeholders
- Have working knowledge of business automation tools and scripting
- Have working knowledge of modern enterprise CRM’s and ERP’s
- PMP or equivalent certification
- Excellent problem-solving abilities
- Strong initiative, sense of curiosity and self-motivated
- Excellent interpersonal skills to collaborate with diverse cultures and backgrounds
- Professionally fluent in communicating with English
Nice To Haves
- ITIL Certification is a plus
Responsibilities
- Create roadmaps from an enterprise mindset and manage their implementations
- Develop and execute long term strategies for the team that aligns with business objectives
- Identify and implement new applications, automations, sites and tools to improve the business
- Identify and implement training programs to maximize staff’s expertise in applications and tools
- Build and maintain strong, long-term relationships with corporate stakeholders
- Conduct business reviews with internal customers to improve service, performance, integrations and automations
- Utilize insight from projects and tickets to continuously find improvements
- Work with the IT Infrastructure team to ensure delivery of IT services that meet SLA’s across geographic regions
- Work with the Security team to ensure cybersecurity and privacy best practices are implemented for IT service apps and clients
- Lead, mentor and foster a culture of curiosity, empathy, urgency, and technical excellence
- Foster an open, positive and collaborative team environment
- Define, monitor, and meet KPIs and SLAs for IT services
- Identify and implement programs to enhance the teams’ skills
- Identify areas and collaborate with others to improve systems, security and processes
- Lead the evaluation of industry trends and implementation of best practices that fit the organization’s needs
- Act as an escalation point to swiftly resolve critical issues and incidents
- Contribute to dashboards, budget plans and reports
- Author documentation including SOP’s and technical documentation
- Uphold and enforce IT, privacy and cybersecurity policies
- Perform other duties as required
Benefits
- Full health care coverage (with 100% paid premiums) including dental, vision, and drugs for you and your family
- Hybrid work arrangements
- Flextime
- Competitive paid time off
- Annual Education Support Program for training and professional growth
- Annual performance reviews
- Free snacks and drinks
- Team-building events
- Tenure awards
- Official "May the 4th" (Star Wars Day) company holiday
- Access to an on-site fitness facility, tennis/basketball court
- Company-wide wellness initiatives
- Eligibility for Profit Sharing Program Participation
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
