Manager It Services
Current• Ensure that state/statue of IT services are proactively communicated and reported effectively to ensure that staff are always made aware and updated of outages, maintenance windows, changes, etc. • Serve as the central point of contact for collecting and disseminating the latest status of all the IT services, as part of the CPS corporate Services Operations Center (SOC). • Manage and lead service desk technicians to ensure excellent customer service and technical support. • Collaborate with other IT leaders to ensure that IT services are aligned with the needs of the business. • Identify and implement process improvements to streamline service desk operations. • Ensure that all IT service desk policies and procedures are documented and up to date. • Develop and maintain service level agreements (SLAs) with internal stakeholders and external vendors. • Maintain and update IT Incident Management Processes• Ensure that IT teams are responding to tickets in a timely manner and within SLA. • Identify top areas for improvements and drive self-service/automation and continual improvement. • Develop and implement strategies for driving services automation and increasing employee productivity. • Work as part of the IT team to ensure that IT delivers outstanding support to staff and internal customers. • Work with leadership on maturing the overall IT support function. • Effectively lead and manage service desk technicians/staff. Growing and developing talent, delivering results through teamwork and being a role model for CPS and IT missions, visions, and values
