IT Service Desk Manager - Royal Communications Consultants Inc

Service Delivery Manager - White Plains / NYC / Hybrid

Seeking someone with experience in managing and growing a Technical Support and Service Desk team (not an Operations Team). You will be responsible for overseeing the day-to-day activities of the Service Desk to ensure internal customers receive the support and service they require. Preferably someone who moved up the ranks in various technical roles, starting with help desk, desktop support engineer, and desktop support lead/supervisor.  You are an experienced IT leader who serves as a mentor. You are still hands-on and can pitch in when necessary. You have the experience and poise to deal with difficult users. Must be a highly motivated and experienced problem solver with above-average customer service and desktop engineering skills.  The Manager must possess strong knowledge of supporting end-user desktops and laptops with the most current platforms (Office 365, Service Now, Azure, Cloud Based Systems, etc.) This experience is required, as this role is part of the escalation team from our Service Desk department.

Will be responsible for building and maintaining relationships with the lines of business as well as communicating and coordinating technology services changes and introductions of new services to its employees.  The successful candidate will require a proven track record of successful leadership of Service Delivery professional. The Service Delivery Manager will provide guidance, development planning, goal setting and coaching to other members of the Service Desk team. 
Your experience should include: Incident Management, Network Monitoring, Communications Management and Problem Reporting. In addition, strong analytical/technical aptitude - adept at troubleshooting, resolving problems, repairing systems and providing superior user support for hardware and software.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Understanding and applying the principles of ITIL in the daily operation of the Service Delivery department as well as when participating in joint team initiatives. Supervise technical development and guidance for the Desktop Support team leading the day-to-day activities of the team.
• Ensure an effective and efficient level of IT support is provided within the desktop support environment for all hours of support, including after-hours and weekend coverage.
• Act as primary escalation contact from a desktop support level prior to escalation to other support groups.
• Assist with the Product Management of ServiceNow, to ensure that the customers needs are considered and met, while ensuring the stability of the platform is maintained.
• Document common issues/causes/solutions; policies and procedures, user-guide creation, FAQs and web-based guides and provide content to the IT Intranet page.
• Oversee service delivery engagement, to ensure compliance with change management, risk management and audit/regulatory controls, involving data gathering, analysis and reporting.
• Develop and leverage reporting to identify current trends and repeat issues; and develop actionable plans to address the identified issues.
• Partnering with Network and Server Infrastructure Team, Quality Control Team, Information Security Team, Internal Audit Team, GRC team and more. Service Delivery plays a central role in almost all initiatives and being a strong partner is a must.

• Bachelor’s degree and a minimum of 7 years of relevant experience. In lieu of education, 12 years of direct related work experience.
• Understanding of the Service Delivery function, including the need for standard and consistent responses.
• Understanding of root cause analysis.
• Cybersecurity knowledgeable.
• Experience working closely with SMEs, project managers, and process owners to capture business requirements, translate them into technical specifications and develop ServiceNow functionality is a plus.
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
• Ability to write reports, business correspondence and procedure manuals.
• Understanding of networking and related services.
• Ability to clearly communicate technical concepts to non-technical people.
• Ability to work with other departments as needed to resolve issues.
• Ability to identify and escalate situations requiring urgent attention.
• Experience in automation and scripting: PowerShell, Scripting, Batch, etc., required.
• Maintain knowledge of the Information Technology industry to effectively address the ongoing demands for enhancements to existing network and services. This may include team or individual research and testing, reading, attending conferences.

• MCP – Microsoft Certified Professional
• A Certified
• Network
• Security
• ITILv3 Foundation (or higher) certification requires v4 preferred
• ServiceNow Application Developer Certification a plus

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