IT Manager - Service Desk

Tiffany & Co.
Parsippany, New Jersey, United States
05 May 2022
02 Aug 2022
Full Time
The IT Manager Service Desk role is responsible for all aspects of running an internal global Service Desk providing Level 1, Level 2 support, problem management, and major incident support. The Service Desk team is a blend of on and offshore resources located in different parts of the world. This role will partner closely with the Technical Operations and Application Support Teams to facilitate robust communication and coordination of production deployments as well as share incoming issues and trends.

  • Lead the ITSC Level 1 Team and processes, including appropriately handling all inbound IT Incidents while meeting or exceeding performance targets.
  • Lead the ITSC Level 2 Team, incident management, problem management, and major incident processes, including oversight, coordination, and escalation of incidents to other IT teams and business partners. Optimally communicate status and next steps tailored for the respective audience, focusing on business impact.
  • Develop and maintain partnerships with IT technology owners finding opportunities for support at levels 1 and 2. Build and manage relationships with stakeholders to understand the business needs and the voice of the customer.
  • Lead and develop staff applying the performance management process, ongoing mentoring, and career discussions while ensuring a clear understanding of all critical practices, standards, policies, and regulatory requirements.
  • Lead vendor partners, holding them accountable for performance while partnering to drive continuous improvement of processes, quality, and capabilities.
  • Provide trending data and reporting of KPIs ad-hoc, weekly, monthly, and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make the Service Desk the single source of truth and service delivery channel for IT.

  • Bachelor's degree or equivalent experience in Information Technology, Computer Science, or Business Management
  • 5+ years of progressive experience in Information Technology
  • 3+ years of Supervisory experience
  • 2+ years of experience supervising formal planning, tracking, and reporting on project and staff performance
  • Metrics Reporting
  • Incident Management
  • Experience working with senior IT leadership in a strategic context
  • Strong analytical skills
  • Ability to perform fundamental financial analysis

  • ITIL Certification
  • ServiceNow
  • Familiarity with crucial elements of Information Technology infrastructure preferred
  • Familiarity with PC operating systems and hardware preferred
  • Familiarity with telephone and voice systems

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