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3 months ago
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Senior Manager, IT Service Management Operations


Triumph Group
Location: Arlington
Job type: Permanent
Sector: IT & Communications
Category: Senior Manager
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* Bachelor's degree in Computer Science or Information Technology field preferred or equivalent experience
* ITIL Expert Certification, preferred
* At least 10 years of IT experience with experience in service desk implementation and support in a multi-nation, multi-language enterprise environment.
* Prior leadership experience
* Working knowledge of a range of diagnostic utilities, and Service Desk ticketing systems
* Demonstrated progressive experience in the management of a technical support team
* Proven track record of developing and providing Service Level Agreements and Service Desk deliverables
* Use of metrics data to identify common problems and perform root cause analysis to aid problem resolution
* Maintaining standards and ensuring that they are adhered to, as well as pro-actively trying to add to these standards whenever possible
* Working pro-actively and cooperatively to increase the capabilities of the support team
* Ability to communicate business necessity of appropriate service and change management initiatives to support audit compliance requirements, such as SOX and confirm adherence
* Ability to take initiative and move projects forward with limited direction
* Detail-oriented with the ability to work in a fast-paced environment
* Strong time management skills with the ability to manage multiple projects and deadlines
* Ability to host ad hoc, and recurring meetings with leadership, and technical support teams
* Strong interpersonal skills and ease with building/establishing rapport with an array of people and teams
* Professional demeanor, goal-oriented, self-motivated, creative, flexible and adaptable to new situations
* Ability to accommodate some travel
* Bachelor's degree in Computer Science or Information Technology field preferred or equivalent experience
* ITIL Expert Certification, preferred
* At least 10 years of IT experience with experience in service desk implementation and support in a multi-nation, multi-language enterprise environment.
* Prior leadership experience
* Working knowledge of a range of diagnostic utilities, and Service Desk ticketing systems
* Demonstrated progressive experience in the management of a technical support team
* Proven track record of developing and providing Service Level Agreements and Service Desk deliverables
* Use of metrics data to identify common problems and perform root cause analysis to aid problem resolution
* Maintaining standards and ensuring that they are adhered to, as well as pro-actively trying to add to these standards whenever possible
* Working pro-actively and cooperatively to increase the capabilities of the support team
* Ability to communicate business necessity of appropriate service and change management initiatives to support audit compliance requirements, such as SOX and confirm adherence
* Ability to take initiative and move projects forward with limited direction
* Detail-oriented with the ability to work in a fast-paced environment
* Strong time management skills with the ability to manage multiple projects and deadlines
* Ability to host ad hoc, and recurring meetings with leadership, and technical support teams
* Strong interpersonal skills and ease with building/establishing rapport with an array of people and teams
* Professional demeanor, goal-oriented, self-motivated, creative, flexible and adaptable to new situations
* Ability to accommodate some travel

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