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. This position is pivotal in ensuring that IT services are delivered effectively, and end-users receive the support they need.

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

• 401(k) Retirement Plan with Employer Match
• Medical, Vision, Prescription, Telehealth, & Dental Plans
• Life & Disability Insurance
• Paid Time Off
• Colleague Referral Bonus Program
• Tuition Reimbursement
• Commuter Benefits
• Dependent Care Spending Account
• Employee Discounts