What are the responsibilities and job description for the IT Service Manager position at Tepa?
ABOUT THE TEPA COMPANIES
The Tepa Companies are wholly owned subsidiaries of the Paskenta Band of Nomlaki Indians. They deliver comprehensive and sustainable solutions to federal, state, local and private-sector clients throughout the United States. The tribally owned companies work independently and collaboratively to provide wide-ranging construction, engineering, environmental, industrial, staffing and technology services. Established in 2005, the Tepa Companies employ people in offices across the United States, including California, Colorado, Florida, Georgia, Missouri, and Texas.
When you join Tepa Companies, you have the opportunity to expand your entrepreneurial skill set while growing professionally alongside the best in the industry. You will have the opportunity to impact your team, the organization as a whole and subsequently, our Tribe.
We seek out top talent to provide the best services for our clients. We focus on being a responsible company for our employees and their families by creating a culture that reflects our core values and offering competitive pay and benefits packages. Tepa Companies is an equal opportunity employer and encourages diversity in the workforce.
ABOUT THE JOB
We are seeking an experienced IT Service Manager to join our organization and oversee the delivery of IT services to internal and external stakeholders. As an IT Service Manager, you will be responsible for ensuring the effective planning, implementation, and support of IT services while maintaining high levels of customer satisfaction. You will collaborate closely with cross-functional teams, manage service delivery processes, and drive continuous improvement initiatives to enhance service quality and efficiency.
Essential Job Functions:
- Service Strategy and Planning:
- Develop and execute strategic plans to align IT services with business objectives.
- Identify and prioritize service improvement opportunities based on business needs and industry best practices.
- Define service level agreements (SLAs), key performance indicators (KPIs), and operational metrics to measure service performance.
- Service Design and Implementation:
- Collaborate with stakeholders to design and document IT service catalog, service level requirements, and service delivery processes.
- Define and implement service transition and change management processes to ensure smooth service deployment and maintenance.
- Coordinate with IT teams to ensure appropriate service availability, capacity, and security measures are in place.
- Service Delivery and Support:
- Oversee day-to-day IT service operations, ensuring timely resolution of incidents, service requests, and problems.
- Monitor service performance and proactively address any deviations from SLAs.
- Manage relationships with internal customers, vendors, and partners to ensure seamless service delivery and vendor performance.
- Service Improvement:
- Continuously evaluate and improve service quality, efficiency, and customer satisfaction.
- Conduct root cause analysis for major incidents and recurring problems to identify underlying issues and implement preventive measures.
- Drive process automation, standardization, and optimization initiatives to streamline service delivery and reduce costs.
- Team Leadership and Development:
- Lead and develop a team of IT service professionals, fostering a culture of high performance, collaboration, and continuous learning.
- Provide guidance, coaching, and feedback to team members, promoting their professional growth and development.
- Foster a positive work environment and promote effective communication within the team and across departments.
WHAT WE’RE LOOKING FOR
- Bachelor's degree in computer science, information technology, or a related field. A master's degree is a plus. Equal experience on the job could compensate for formal education.
- Proven 3-5 years of experience as an IT Service Manager or in a similar IT service delivery supervisory role.
- Strong knowledge of IT service management frameworks, such as ITIL.
- Demonstrated experience in service design, transition, and operation processes.
- Proficient in using service management tools and systems.
- Excellent leadership, interpersonal, and communication skills.
- Strong analytical and problem-solving abilities.
- Proven track record in driving service improvement initiatives.
- Relevant certifications (e.g., ITIL, PMP) are highly desirable.
As an IT Service Manager, you will play a vital role in ensuring the smooth delivery of IT services, maintaining customer satisfaction, and driving continuous improvement. If you are a results-oriented individual with strong leadership skills and a passion for delivering exceptional IT services, we encourage you to apply for this position.
