stevens point, WI30+ days ago
Lead the efforts to continuously improve the quality of service delivered by our Tech Service DeskLeverage ITSM & ITIL frameworks to refine support processes, metrics, and end-user communication approachesOversee the process by which work is assigned and tracked for the team, ensuring proper ticket engagementOwn the day-to-day responsibilities associated with our asset management process to track and control corporate IT assets while keeping the inventory evergreenDrive new approaches for monitoring and alerting on the health of our infrastructure and application platformsWork with application teams to refine approaches to proactively understand status and trendsAct as a knowledgeable escalation path for front-line technology support engineers to route incidents to the appropriate SMEManage our processes for tracking tickets and work with peers to collaboratively see requests and incidents to a timely resolutionManage our service vendor relationship and the associated production Service Level Agreements, actively engage with service vendors to triage and resolve issuesCreate a strategy for streamlining and process improvement by analyzing service requests for trendsBuild and maintain strong relationships with internal teams, senior leadership, and technical resources throughout the organization to understand business needs and drive service excellenceProvide coaching, mentoring, and promote career and skill development for service desk engineers to grow their knowledgeQualifications, Skills and Experience:Minimum of five years of experience in delivering and overseeing IT Service organizationsExpertise in ITIL framework or other industry-recognized service management methodologiesStrong technical background with desire and ability to be hands-on while leading a diverse teamExtensive familiarity of IT infrastructure, hardware, software, Microsoft platforms, cloud resources, network systems and end-user peripheralsApply a detail-oriented observation focus, show logical thinking skills and an analytical mindsetProven troubleshooting and problem-solving abilitiesExperience supervising teams of local and offshore consultant resources as one, unified teamQuickly assess and understand the business use of the systems platform implementedExcellent communication and interpersonal skills, proficient at working with a global user baseHands-on, collaborative style with strong problem-solving abilitiesAbility to professionally present ideas to all technical levels based on the audienceThink strategically while driving day-to-day operations ensuring alignment with company culture and objectivesBHSI Offers:A competitive package and exciting growth opportunities for career-oriented teammates. We are seeking an accomplished and experienced IT Service Delivery Manager with a demonstrated history of supporting global organizations, and a strong commitment to customer service and effective leadership, to join our Global Digital Services team based out of our Stevens Point, WI or Boston, MA office locations.