Senior Manager, Service Desk (Mentor, OH, US, 44060)

Steris Corporation•Mentor, OH

42d•$135,000 - $140,000•Onsite

About The Position

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe. Position Summary The Senior Manager, Service Desk Manager is responsible for all areas of the front-line IT customer support and will be proficient in knowledge of the overall IT infrastructure and business applications. You will lead the Service Desk team globally and ensure that all major call centers are delivering world class customer service. You will identify top related problems within the service centers and plan and implement solutions to increase accurate delivery to customers. The Senior Manager will collaborate with business stakeholders across STERIS to determine future enhancements, integrations, service and software implementations. You will also be an active participant in teh overall infrastructure and operations internation IT strategy. This position is located onsite in Mentor, Ohio five days a week.

Requirements

Bachelors Degree in Computer Science, Information Systems or related disciple with 8 years IT Management experience in a global support call center
In lieu of degree a minimum of 15 years of IT Management experience in a global support call center
4 years of experience working with Service Now
Prior experience implementing and maintaining Information Technology Service Management (ITSM) solution for a global organization.
Major incident requests, knowledege, change and operational management, and problem management
Experience in developing a long-term strategy of implementing and enhancing a global Service Desk model into a Service Center model
Experience managing both operational and capex budgets

Nice To Haves

Strong project management experience

Responsibilities

Provide leadership and expertise in Service Desk operational best practices utilizing the ITIL reference model.
Implement and maintain Information Technology Service Management System (ITSM).
Manage the professional and technical development of management staff by coaching, setting goals, and monitoring delivery and quality of work.
Provide senior leadership to establish a strong team environment for optimal customer service.
Responsible for new hire recruiting, conducts performance reviews/promotions, and provides guidance on improving deficiencies for staff.
Engage the appropriate IT resources for system outages or critical support incidents requiring immediate attention, including after hours.
Responsible for continuous ITSM improvements and elimination of non-value added processes
Develop IT Service Desk Strategy and ensure they align consistently with the overall STERIS plan
Create and submit proposals and implement approved project plans.
Maintain project plans to meet defined deadlines.
Provide project status reports to senior management.
Manages telephone support during high call volume from Global STERIS internal customers, determine when to create global issues/phone announcements for outages.
Manage escalated customer incidents and service requests assigned to the Service Desk and all IT business groups.
Manage the Service Desk policies and procedures relating to SOX (Sarbanes-Oxley) and standard operating procedures.
On call 24x7