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IT Manager

IT & IS | Santa Rosa, CA | Full Time, Contract, and Temporary

Job Description

IT Manager 704362 

We are seeking a highly motivated IT manager to lead IT’s global support and service fulfillment engine, sparking an IT reputation reboot. In this role you will 1) drive Level 1 24X7 Support to never before seen performance levels according to customer satisfaction and customer effort scores and 2) champion the transition throughout IT to a modern new ITIL service management platform, optimized for end-user ease of use.  In short, we want you to empower productivity with extraordinary IT Support and Service Fulfilment.

Responsibilities:

  • Maintain a world-class cost structure, leveraging the current outsourced model or recommending lower cost alternatives.
  • Responsible for managing a team of support engineers, both employees, and outsourced personnel. 
  • Involve in setting up employee objectives, identifying their developmental needs and plan for the same. 
  • Conduct regular performance reviews and maintain an appropriate level of engagement within the team to ensure high motivation levels. 
  • Participate in local hiring and conducting interviews.
  • Review survey feedback to improve services, tools and support experience.
  • Provide data and reporting of KPI’s and trends to management and others in ad-hoc, weekly, monthly intervals and as needed.
  • Drive ticket/incident deep dives and develop strategies for improvement.  
  • Determine root cause of issues and communicate appropriately to internal and external customers.
  • Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs

Required Skills and Knowledge:

  • Mindset: Passionate about customer focus; the ability to not just thrive in a dynamic global environment but to be the change agent; emotional intelligence to deftly resolve high friction escalations; courage & bias towards speed
  • Leadership Experience: Successful track record delivering results of increasing complexity through teams of insourced and outsourced players.
  • Content Expertise: Deep analytical skills; demonstrated ability leveraging Key Performance Indicators (KPI) to improve a team’s output, ideally with ITILv3 frameworks; broad IT foundation, ideally with a university degree and increasing levels of technical contributions
  • Exceptional written and verbal communication skills, including comfortably presenting to senior management.
  • Experience managing direct reports.
  • Must have the ability to work in a fast pace, global environment demonstrating autonomy in meeting business objectives while adhering to team values.

$35-$40 per Hour       Santa Rosa, CA 95403         12 Month Assignment