ITSM Manager (Digital Cluster)

Job Responsibilities:

1. Developing and Improving ITSM Processes: This includes incident management, change management, and problem management processes to ensure efficient and effective IT service delivery.
2. Monitoring Service Delivery: Ensuring that IT services meet agreed-upon service levels and addressing any issues promptly to minimize impact on business operations.
3. Establishing Metrics: Creating and maintaining metrics to assess service performance and drive continuous improvement initiatives.
4. Prioritize and schedule problems, escalating them (when required) to the appropriately experienced technician.
5. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
6. Performing preventative maintenance, including checking boardroom and Auditorium.
7. Test fixes to ensure problems have been adequately resolved.
8. Reduce stress levels of customers by adopting a cooperative attitude and positive approach to every task and assignment.
9. Build, maintain and repair computer systems to improve speed, reliability, and efficiency of operation.
10. Assign user accounts and grant permissions to shared resources.
11. Assure management of data protection by demonstrating permission settings.
12. Provide the Technical documents, evaluation, and vendor list in order to process end-user's requirements through the CPD.
13. Provide assistance to field technical requests during staffing shortages or excess volume.
14. Act as first level of management escalation for issues requiring leadership attention.
15. Weekly check the ITSM asset and CMDB with regards to proper entry information.
16. Improve current processes and work with problem and Change managers to address any issues.
17. Other tasks and projects directed from the line manager.

People Management Responsibilities:

1. Managing ITSM Processes.

Strategic Responsibilities:

1. Reduce overall time required for resolutions.
2. Enhance customer's experience.
3. Reduce cost.
4. Work smart to solve issues and problems before they occur.

Qualifications:

1. Bachelor's degree in computer science, Information Systems, or a related field. Relevant certifications are a plus.
2. Appropriate technical training.
3. ITIL v4 or later complete level.
4. Experience with at least one ITSM solution.
5. At least 5 years experience in the ITSM field.
6. Good working knowledge of current IT technologies, across a wide variety of areas.
7. Strong knowledge of contract regulations and laws.
8. Basic contract management skills are essential.
9. Ability to deal tactfully with vendors, suppliers, and contractors who provide a broad spectrum of products and services.
10. General knowledge of accounting, finance, marketing, and logistics.
11. Experience at working both independently and in a team-oriented, collaborative environment is essential.
12. Can conform to shifting priorities in company requirements, product demands, and purchasing timelines through analytical capabilities.