Sr. Manager - IT Services

Genesys empowers organizations to improve loyalty and business outcomes by creating the best experiences for their customers and employees. The company is looking for a Sr. IT Services Manager to join their Global Services Management team, responsible for leading a team of employees and managing IT services across North America and LATAM.

Requirements

• Ability to work on-site in our Genesys Menlo Park office
• Outstanding customer service skills and strong team orientation
• Strong problem-solving skills and the ability to adapt to a fast-paced, dynamic environment
• Excellent communication skills, both spoken and written to interface with and influence all levels in the business
• Proven track record managing end-user support delivery in a global environment
• Deep level experience working with Service Desk operation, ticket workflows, automation, triage, and performance metrics
• Solid experience with ServiceNow or equivalent ITSM and ITAM tools
• Strong experience in service management including P1 incident, escalation and change management
• Ability to solve complex technical and business problems and collaborate with others to achieve positive outcomes
• 7+ years IT end-user support experience required
• 5+ years in desktop hardware and software administration, audio/visual, and end-point management technologies
• 3+ years of experience with the direct supervision of employees, contractors, or vendors

Benefits

• Medical, Dental, and Vision Insurance
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments