What are the responsibilities and job description for the IT Manager, End User Services position at Brightspeed?
Company Description
At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.
Backed by funds managed by Apollo Global Management our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.
Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.
Check us out on the web!
Are you ready to join a multi-billion dollar start up and help build IT services from the ground up? Then there is tremendous growth and experience opportunity for you here at Brightspeed. We have a role for an IT Manager to lead a small team overseeing the performance of a 3rd party service provider delivering service desk, desktop management, mobile device management, and Microsoft 0365 services. This role is critical to enabling new services, ensuring effective operations, and facilitating collaboration with other IT teams to resolve problems. This role will be responsible for helping to build a team, services, and processes from the ground up. We are looking for a problem solver with the ability to make autonomous decisions aligned to overall strategy. The ideal candidate likes working in teams, contributing to team growth, has a continuous process improvement mindset, and values personal development.
As the IT Manager, End User Services your responsibilities include:
- Lead and mentor a team of subject matter experts to evaluate performance and quality of 3rd party service provider
- Partner with the department director to identify, hire, and build a subject matter expert team
- Build relationships with users and customers to improve their experience
- Manage the relationship with our 3rd party service provider to ensure SLA achievement
- Collect and analyzes metrics to validate service level achievement
- Establish and monitor SLA performance dashboards
- Prioritize emerging and critical efforts with 3rd party service provider
- Clear organizational hurdles blocking implementation progress
- Identify process gaps and create efficiencies
- Create bridges with other IT teams to collaborate and deliver purpose-built services
- Conduct forecasting and budget management
- Manage multiple work streams and prioritize competing efforts of work in synch with overall department strategy
- Advise leadership on transformation opportunities to deliver better services
#LI-RD1
WHAT IT TAKES TO CATCH OUR EYE:
- Four-year Bachelor’s degree with 7 to 10 years’ experience in IT or 10 - 15 years' experience in lieu of a degree
- Four years’ experience in a formal or informal Leadership role
- Three or more years’ experience in help desk, Mobile Data Management, Desktop management support
- Three or more years as business analyst or more years managing a service provider
- Able to develop expectations and provide feedback to team members
- Able to work in complex environments
- Comfortable the ambiguous nature of a start up
- Working knowledge of ServiceNow or Remedy
BONUS POINTS FOR:
- Experience Creating Power BI reports
- Experience managing devices using Microsoft Intune
- O365 engineering experience
- ServiceNow basic user functionality
- JIRA board design and user functionality
- Working knowledge of Kanban
Additional Information
WHY JOIN US?
We aspire to contemporary ways of working.
We are committed to being a leader in defining a new way to work because we recognize the changing mindset of today's workforce. We meet you where you are...wherever you are, by providing sensible remote and hybrid work arrangements. Why? Because our purpose is to reimagine how people work, learn, play and connect!
We offer competitive compensation and comprehensive benefits.
Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. We are committed to building a team as diverse as the customers we serve.
Diversity, equity and inclusion are at the center of our grounding belief in Being Real.
When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.
Brightspeed is an Equal Opportunity Employer
Please be advised that Brightspeed (Connect Holding LLC) requires its employees to be fully vaccinated against COVID-19, subject to the Company’s legal obligations including potentially accommodating an employee’s sincerely held religious beliefs or medical condition.
