Sr. Manager, IT Services

Full-time - Senior

Atlanta, GA

Computer and Electronic Product Manufacturing

About the position

The IT Services Senior Manager is responsible for oversight of the IT enterprise service desk operations and the underlying ServiceNow platform. In this role they will ensure efficient and effective support for all IT-related issues, overseeing the development and implementation of service desk policies and procedures, and ensuring high levels of customer satisfaction. The IT Services Senior Manager is responsible for the overall administration, development, and strategic direction of the ServiceNow platform. This role involves managing a team of developers and administrators and vendors, ensuring the platform meets business needs, and drives continuous improvement initiatives.

Responsibilities

• Oversee the day-to-day operations of the ServiceNow platform, ensuring its stability, security, and performance.
• Lead and mentor a team of ServiceNow developers and administrators, providing guidance and support to achieve team goals.
• Develop and execute a strategic roadmap for the ServiceNow platform, aligning with business objectives and priorities.
• Work closely with business stakeholders to understand their requirements and translate them into effective ServiceNow solutions.
• Identify opportunities for process improvements and implement enhancements to maximize the platform's value.
• Manage ServiceNow projects from inception to completion, ensuring timely delivery and adherence to quality standards.
• Provide training and support to end-users and ensure they are effectively utilizing the platform.
• Ensure the platform complies with organizational policies, industry standards, and regulatory requirements.
• Oversee daily operations of the IT service desk to ensure timely and effective resolution of IT issues.
• Develop and implement service desk policies, procedures, and best practices.
• Monitor and analyze service desk performance metrics and reports.
• Ensure high levels of customer satisfaction by providing excellent service and support.
• Address and resolve escalated customer issues and complaints.
• Develop and maintain strong relationships with internal and external stakeholders.
• Identify opportunities for process improvements and implement changes to enhance service desk efficiency.
• Stay updated with the latest industry trends and technologies.
• Implement and manage service desk tools and technologies.
• Develop and manage the service desk budget.
• Allocate resources effectively to meet service desk objectives.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 7 years of experience in IT service desk management or a similar role.
• Strong leadership and effective team management skills.
• Excellent customer service and communication skills.
• Proficiency in IT service management (ITSM) tools and best practices.
• ITIL certification is preferred.