IT Service Manager

Thus Solutions is  looking for a n IT Service Manager who is a passionate customer service oriented individual who will provide oversight and leadership for IT Service offering including incident and problem, change and release management. This role will be critical in facilitating the IT services and meeting SLAs for the services provided to the business. This person ensures incidents and service requests are properly resolved according to organizational standards.

Job Responsibilities:

• Manages the service desk operations including a team of direct and indirect reports and well as vendors providing services.
• This includes performance management, ongoing training and development, and regular 1:1 meetings
• Direct and indirect responsibility and oversight of operational tools and resources including:
  • Service Now – CMDB/Data Integrity, Discovery, Various and multiple vendor integrations (Ebonding) and 3 party service logistics, Hardware and Software inventory management knowledge
  • BeyondTrust (formerly Bomgar)
• Demonstrated Expertise in Major Incident Management
• Oversight and Expertise in Knowledge Management
• Manage the Tier 1 support
• Manage process for escalating thru Tier 2-3 support
• Responsible to manage the service catalog
• Responsible for incident/problem management
• Facilitating the Change Advisory Board and CRQ process and compliance
• Responsible for both configuration management and license compliance and management
• Triage minor downtimes and take appropriate corrective actions to ensure availability and minimize downtime
• Escalate problems to appropriate owner(s)
• Research and recommend process improvements
• Monitor performance of IT ecosystem
• Communicate any outages or events to stakeholders
• Provide status updates and alerts
• Provide reviews and feedback to IT management around potential and actual risks
• Participate in disaster recovery planning and testing
• Managing service providers as required including SLAs
• Reporting of SLAs with regard to Services, incidents, uptime, etc

Requirements:

• Requires BS in computer science or related field
• Must have 8+ years of experience in IT
• Preferred candidates to have 3+ years in IT Service Management
• Previous people leadership experience strongly preferred
• Requires strong understanding of ITIL and CMDB principles
• Must have excellent communications and interpersonal skills
• Must be able to demonstrate leadership with exempt and non-exempt staff members

Thusa is dedicated to delivering holistic solutions through our customized qualifying methods in which we make the upfront investment to thoroughly qualify our talent. We take the time to build real relationships with our clients and resources. In addition to that, we go the extra mile to make sure that our workforce is happy, dedicated, and appreciated so that they will always be ready to deliver quality while on your clock. dedicated to delivering holistic solutions through our customized qualifying methods in which we make the upfront investment to thoroughly qualify our talent. We take the time to build real relationships with our clients and resources. In addition to that, we go the extra mile to make sure that our workforce is happy, dedicated, and appreciated so that they will always be ready to deliver quality while on your clock.

Our employees enjoy a work culture that promotes company priorities.

We treat our employees like family while providing on-going support for growth. We are not only looking for people who can do the job, we are also looking for our future leaders.