Northlake, Illinois, United States (On-site)
Sutoer Solutions is assisting our client in filling a Technical Services Manager position.
POSITION SUMMARY
As the Technical Services Manager, you will play a pivotal role in overseeing the organization’s IT service delivery and infrastructure management. The ideal candidate will bring a strategic mindset, strong leadership skills, and a broad understanding of IT service management principles.
RESPONSIBILITIES
1. Service Strategy and Design:
a. Develop and implement IT service strategies aligned with organizational objectives.
b. Design and optimize ITSM processes to enhance service quality and efficiency.
2. Team Leadership:
a. Lead a team of ITSM professionals, providing guidance and support for day-to-day operations.
b. Foster a collaborative and customer-focused culture within the ITSM team.
3. Service Delivery:
a. Oversee the end-to-end delivery of IT services, ensuring compliance with service level agreements (SLAs) and key performance indicators (KPIs).
b. Continuously monitor and improve service delivery processes to enhance customer satisfaction.
4. Incident and Problem Management:
a. Develop and implement incident and problem management processes to minimize service disruptions.
b. Lead root cause analysis efforts and implement preventative measures.
5. Change Management:
a. Manage the change management process, ensuring that changes are assessed, approved, and implemented with minimal impact on services.
b. Collaborate with stakeholders to communicate and manage change effectively.
6. Cloud & On-premises Infrastructure Management:
a. Ensure the servers, networks, cloud resources and end-user hardware required for the organization’s IT systems to function successfully.
b. Work with stakeholders to identify and implement new services as needed.
7. Vendor Management:
a. Collaborate with vendors to ensure the delivery of high-quality services and products.
b. Negotiate contracts and manage relationships with IT service providers.
8. Continuous Improvement:
a. Drive continuous improvement initiatives within the ITSM team, identifying areas for optimization and efficiency gains.
b. Implement best practices and industry standards to enhance service management processes
QUALIFICATIONS
Experience & Education
· Bachelor’s degree in Information Technology, Computer Science, or a related field.
· 8+ years of experience in Information Technology in positions with progressive levels of responsibility, with a minimum of 3 years’ experience in a technical support people manager/leadership role.
· In-depth knowledge of ITIL frameworks and best practices.
· Strong understanding of IT service delivery, incident management, problem management, and change management.
· Excellent leadership and team management skills.
· Effective communication and interpersonal abilities.
· Experience with ITSM tools and technologies.
