Information Technology Service Desk Manager - Judg

Skills

Communication Leadership Change Management Project Management

Job Specifications

No C2C or Third Party Vendors..
My client is looking for someone who has experience working with a large retail company and working with a daily intake ticket count of 300+. This will be a hybrid position is either Vienna, VA or Raleigh, NC.
Sr. Manager, IT Support Services:
The Sr. Manager, IT Support Services is responsible for ensuring the effective delivery of IT services to internal and external clients. This position manages the Service Desk, NOC/SOC and Healthcare Medical Devices Support teams providing technology services. This role will drive the transformation of support services by integrating Artificial Intelligence and enhancing observability tools to boost the effectiveness of the onshore and offshore support teams. Additionally, the role emphasizes identifying automation opportunities to ensure consistent delivery.
In this role, you will be responsible for overseeing daily technology support services across more than 900 locations, serving over 7000 employees.
You will leverage your expertise in IT Service Management (ITSM) processes within both traditional and modern Cloud environments and demonstrate proficiency in leading ITSM tools such as ServiceNow or Remedy Helix.
Reporting to the Sr. Director, Cyber Security and IT Operations, this role is a hybrid-remote role out of our Vienna, VA or Raleigh, NC offices.
Responsibilities:
Lead the Service Desk and Healthcare medical devices Support teams and collaborate with external and internal teams
Ensure the delivery of IT services meets agreed-upon standards, quality, and operability, as defined in Service Level Agreements (SLAs).
Lead daily operations of a service focused organization, handling 300+ daily support requests, comprised of Incidents, Service Requests, Problem Management, and Asset Management.
Ensure customer satisfaction by monitoring service desk and clinical support performance metrics.
Utilize system analytics to optimize resource utilization and enhance service delivery.
Participating in Change and Release Management across legacy and cloud environments
Provide leadership and guidance to foster skill development and career growth to your team members.
Serve as a key collaborator and maintain robust relationships with internal teams and vendors.
Lead the procurement of clinical equipment, budget tracking, and collaboration with key stakeholders to ensure efficient service delivery.
Lead key Managed Service Providers (MSPs) to ensure effective service delivery.
Coordinate organization-wide communications during major incidents and outages.
Develop and implement methods to enhance processes and workflows for continuous improvements.
Promote the adoption of automation for routine tasks and processes
Qualifications:
8+ Years leading onshore and offshore service desk, NOC/SOC and support teams utilizing Modern Cloud and Legacy environments
Experience in a multi-location retail environment required
Healthcare and medical devices experience, a plus
Servant leadership and customer first mindset required
Strong hands-on execution and experience across a multitude of technologies and stakeholder groups
Proven ability to professionally communicate clearly and effectively both verbally and in writing to technical and non-technical audiences
Exceptional attention to detail
Skilled at establishing structure and processes in evolving or undefined settings
Good working knowledge either through experience or formal training in multiple layers of the technology stack
Working knowledge of business and financial principles
Can-do attitude, find creative solutions where necessary, and follow-through
Ability to work in a dynamic and fast-paced environment
Experience with HIPAA/HITECH, PCI DSS, US Data and Privacy Regulations

About the Company

Embark on a transformative journey with Judge Consulting, your strategic partner in propelling enterprises globally through innovative #IT #solutions. We collaborate closely, focusing on your unique challenges to create impactful outcomes that drive sustainable success. Global Solutions Tailored for You: Crafting end-to-end technology solutions, our top-tier professionals collaborate closely to elevate your enterprise on the global stage. Collaborative Success Beyond Services: More than service providers, we are committed ... Know more