This IT Service Manager is responsible for identifying and pursuing service improvement initiatives. The team is lean and effective, so the role includes both hands-on problem solving as well as managerial and strategic responsibilities. This company is undergoing a transformation to the cloud, more employees are becoming technology users, and employees are becoming more mobile - the company's IT services, processes, and support must transf[ "ESSENTIAL RESPONSIBILITIES OF IT SERVICE MANAGER ... more details
job summary: This IT Service Manager is responsible for identifying and pursuing service improvement initiatives. The team is lean and effective, so the role includes both hands-on problem solving as well as managerial and strategic responsibilities. This company is undergoing a transformation to the cloud, more employees are becoming technology users, and employees are becoming more mobile - the company's IT services, processes, and support must transf
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ESSENTIAL RESPONSIBILITIES OF IT SERVICE MANAGER
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Expertise in defining and managing service desk transformations (e.g., awareness of managing the costs and optimizing hours of the service desk, knowledge and understanding of best practices for service management, management of service catalog). \t
Has the strategic vision for the service desk and employee engagement for IT services and the ability to set the long-term direction of the team. \t
Ensures the IT team is aligned around service delivery and support, impacts to employees, including clear communications. \t
Determines areas of focus for improvement by using analytics (e.g., review incident reports and trend data) to improve service health and delivery. \t
Analyzes SLAs to partner with other IT managers to identify root cause, create and rollout out solutions, and measure improvement. \t
Creates strategy and manages desktop and employee compute vendor relations, including regular operational reviews, evaluating alternatives for cost savings, and driving change based on data. \t
Oversees team which provides Service Desk functions to employees \t
Reviews and analyzes communications between IT staff and employees occurring at the Service Desk. \t
Ensures all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved aligning with relevant business changes. \t
Ensures that all relevant service and support information is communicated (e.g., inputs needed to define or support the service, reports, escalations, etc.) internally and externally. \t
Responsible for IT production change management processes. \t
Develops and enriches key employee relationships with IT liaisons and managers. \t
Manages service sunset activities, which include the planned and orderly transition of clients to another service, and the shutdown of all billing processes. \t
Responsible for Desktop hardware and software licensing inventory control. \t
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