ESSENTIAL FUNCTIONS:

• Provide management oversight for Service Desk, Desktop Engineers, Application Support, Inventory Control and all other Service Delivery functions
• Develop, manage and ensure service support processes, procedures, SLAs, performance metrics and service quality align with and exceed customer and business expectations
• Define and/or update customer SLAs and other Key Performance Indicators (KPI) for all Service Delivery functions. Measure and report on service performance across IT to management on a regular basis
• Manage and monitor vendor relationships and output to effectively balance costs, performance/efficiency, and overall alignment with customer needs, departmental goals and business outcomes
• Review and manage escalation (and, where possible, resolution) of relevant service process issues within the organization across IT, Service Providers, and Business Partners
• Provide mentorship to the service desk team with excellent ability to investigate, diagnose, and resolve technical issues and perform continual training
• Oversee change management (incl. leading Change Advisory Board updates) for all IT changes, including business applications and infrastructure
• Oversee purchasing and inventory team & process for all IT assets for CIM Group and affiliates
• Oversee key end user platforms and related support such as mobile devices and desktop environments
• Deliver testing, QA and feedback to desktop image deployment team to assure fully functioning end user computing environments
• Identify and evaluate process and technology improvement opportunities. Plan and implement changes to enhance customer experience, efficiency and stay up to date with industry best practices. 

SUPERVISORY RESPONSIBILITIES:

• Management of the day-to-day operations of the CIM Service Desk. This includes but is not limited to trouble ticket resolution, customer service, and response times
• Supervision of the services team’s day-to-day priorities and output, including (but not limited to) providing guidance and assistance in work assignments and determining appropriate work priorities aligned to customer needs and departmental and/or business goals
• Performance management of all staff reporting to this position including but not limited to setting performance expectations, providing timely feedback on performance, completing annual performance reviews, recommending appropriate action in response to identified performance deficiencies and if necessary, recommending termination of employment for poor/unsatisfactory performance
• Responsible for interviewing and selecting qualified candidates for staffing the services teams
• Manage various vendor relationships and performance (incl. negotiations)

EDUCATION/EXPERIENCE REQUIREMENTS: (including certification, licenses, etc.)

• Bachelor’s degree in computer science, management information systems, or related field, or equivalent combination of education and work experience, required
• ITIL Certification – Intermediate or above required
• 7+ years’ experience (minimum) in a technical role
• 7+ years’ experience (minimum) as a manager/leader of technical customer service teams
• Demonstrated experience negotiating and managing ongoing vendor relationships to align with business outcomes (required)
• Prior experience working in a shared service model (required)
• Experience with third-party servicing (preferred)
• Experience with international support a plus
• EQ/Leadership training a plus
• Expert knowledge and experience implementing and using Service Now Enterprise system for ITIL processes
• Expert knowledge of Microsoft Desktop Operating systems
• Knowledge of network fundamentals (IP, gateway, DNS, routing)
• Expert knowledge of Microsoft Office 365
• Working knowledge with Active Directory