Details:
An IT Support Services Manager job is currently available at Belcan in Evendale, OH 45215. This is a full time, direct hire position with full benefits. To be considered for this role, you must be a US citizen and must possess a Secret Clearance or be willing to obtain one. Additionally, you must hold a CompTIA Security+ certification or be willing to obtain one (or equivalent).
The ITSM - IT Support Services Manager's responsible for day-to-day operations of the Level 1 triage team. This includes managing escalations to and from other teams within the organization, providing day-to-day operational support for IT services, and coordinating on Major Incidents and Problems. The ITSM - IT Support Services Manager is responsible for managing the level 1 support staff including schedules, task assignments, training and development, and personnel management.
Responsibilities and Daily Activities
General management - Supervision of technicians in the L1 team. Performance appraisals, new employee hiring and onboarding, employee talent management, training, etc. are also required.
ITSM Framework Support - The ITSM - IT Support Services Manager will contribute to ongoing development of ITSM processes and platform. This includes not only implementation of established processes, but also reviewing and participating in modifications of the processes as needed.
SLA Attainment and Reporting - Monitor SLA metrics/attainment and other key performance indicators to ensure the L1 team is meeting or exceeding all requirements and take appropriate action to remedy any shortfalls. Generate reports for Client and leadership.
Coordination of support activities including incident response, service request fulfillment, problem management, escalation, and major incident coordination.
Major Incident Coordination - Execute the Major Incident (MI) Process as needed. This includes identifying and declaring major incidents, coordinating investigation and resolution, communication status, and performing MI closeout.
Incident and Request escalation - Manage escalations from Level 1 and to Level 3 as appropriate.
Project Management - Manage projects pertaining to Triage supported services and team resources.
Skills and Requirements
Exceptional customer facing/customer service skills
At least five years of experience as supervisor/team lead
Security + certification
Security Clearance
Excellent conflict resolution skills
Familiar with Microsoft applications such as Windows operating system, Office applications, Outlook, and SharePoint
Working knowledge and experience operating and managing an ITSM service platform (e.g. ServiceNow.)
Demonstrated a desire for self-directed education regarding ITIL and training around ITSM principles
Ability to help others while meeting individual performance goals.
Reliable customer support
Competent technical troubleshooting
A passion for Service Improvement
Experienced Service Management professional
Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
ITIL Certifications
Willingness to support and mentor junior staff
Able to work under pressure and meet deadlines
Able to demonstrate a high degree of flexibility including shift and out of hours working.
Able to manage sensitive and sometimes confidential information
Nice to Have (+)
*The ability to provide advanced support for technical issues would be a plus
Compensation:
We provide a competitive pay and benefits package. This position is offering a salary rate of $100,000-$120,000 however, Belcan considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistan
