Manager, IT Solution Center

The Manager, IT Solution Center leads and manages the Solution Center team to deliver exceptional technical support, ensuring efficiency, customer satisfaction, and continuous improvement.

Requirements

• Bachelor's Degree in Information Technology or Computer Science
• 10 years in a managerial role with at least 5 years specifically managing an IT Service Desk
• 5 years of experience leading/managing IT Projects
• Experience in Service Management procedures
• Excellent communication and interpersonal skills as well as a strong customer service delivery
• Proven track record of team development and process improvement
• Demonstrated strategic, organization, creative and analytical skills
• Established ability to examine procedures, design new strategies, develop sound protocols and successfully implement new systems
• Excellent conflict management skills, able to defuse difficult situations
• Demonstrated experience with using the ServiceNow platform to manage, analyze, and improve Service Desk operations
• In-depth knowledge/understanding of IT service delivery best practices
• Strong analytical skills along with proficiency in Microsoft Excel
• Ability to identify knowledge/resource gaps and apply industry trends to create development opportunities, training staff on emergent industry trends and ensuring quality baseline of department knowledge
• Excellent project planning and management skills and demonstrated ability to manage multiple workstreams simultaneously
• Verified experience building and managing teams and providing consistent feedback to achieve results in line with strategic goals
• Experience developing materials to ensure consistency of service delivery and build staff confidence

Benefits

• Company-sponsored health insurance
• 401(k) plan
• Paid time off
• Professional development opportunities