Here’s how the job details align with your profile.
Pay
- $88,382 – $164,138 a year
Job type
- Full-time
Location
Full job description
Make your next move an expert one.
Our people are passionate, take ownership and always do what’s right for our clients, people and communities.
Our enterprising environment needs your expertise to facilitate continued growth as an industry leader. Our nimble, decentralized culture can provide you with a wealth of opportunities to learn about our business and quickly gain experience to accelerate your career.
About you
We are seeking an IT Service Delivery Manager that will be responsible for managing a team of Technical Support Specialists and Team Leads with the common goal of supporting the technology needs of the dedicated customer, repairing service as quickly as possible and meet with local office leaders in the region.
The IT Manager will provide leadership, support and drive projects. The IT Manager will apply proven problem-solving, customer service and communication skills to help identify, communicate, and resolve any project issues.
They will lead projects, integrations, office moves, escalations, emergencies, hire and develop staff. They will also help partner with other IT managers to lead and supervise the Service Desk.
The IT Manager works and reports directly to North America, Service Delivery Manager.
This is a Fully Onsite working arrangement at our Brentwood, Los Angeles location.
In this role, you will…
- Operational knowledge of networking, telephone, and infrastructure concepts
- Management of contracts/vendors within the Information Technology space
- Drive technology implementations, both corporate-wide and business-unit based
- Coordinates office needs with Regional IT Manager and/or local office managers
- Monitor and implement company policies, procedures, and standards to ensure compliance is met
- Perform problem resolution research and document solutions
- Escalate out of scope or unresolved tickets to appropriate IT personnel
- Views the customer and customer needs as the driving concern behind decisions and priorities
- Understands who the customers are, what their needs are, and what features/products/services are required by customers
- Ability to handle job stress, interact effectively with others in the workplace, and act with honesty and composure in public
- Develops and maintains positive and effective working relationships with others
- Open to self-change by actively seeking to understand and integrate ideas from feedback and other learning opportunities
- Monitor all incident and problem work to ensure Service Level Agreements are met
- Produce reports and analyze metrics for trends and problem areas and recommend mitigations
- Train and supervise staff, individually and in groups
- Assist in the selection of staff, conduct performance reviews, and terminate employees
- Pushes to achieve outcomes and is focused toward action. Exhibits initiative and is oriented toward accomplishment
- Builds high morale and team commitment
What you’ll bring
- 8+ years of experience in an IT support environment
- 3+ years of experience leading or managing teams
- Relevant College Degree required
- Effective staff management and leadership skills
- Knowledge of different ticketing systems
- Experience supporting networked environments
- Good understanding and technical knowledge of current network and PC operating systems, hardware, protocols, and standards
- Flexibility in work schedule – must be able to work late hours including availability for emergency travel when needed
- Ability to build relationships with the team and clients
- Ability to deliver excellent customer service at all levels of the organization and with external partners
- Ability to manage vendors and vendor relationships
- Possess strong organizational, time management and project management skills with a demonstrated ability to work both independently and within a team environment
- Experience with budgeting processes
Bonus skills and experience
- A+ Certification & ITIL Foundations Certification (preferred)
Pursuant to the laws regarding job postings where the position is located in, following information:
Area/Location Specific: Brentwood, Los Angeles, CA
Approximate Salary Range for this Role: $88,382 to $164,138 annually
Our hourly ranges are determined by role, level, and location. The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
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