Trulieve · 1 day ago

Senior Information Technology Services Support Manager

Tallahassee, FL

Full-time

Remote

Senior Level, Lead/Staff

10+ years exp

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Responsibilities

Oversee all internal customer support requests through a service management ticketing system.

Ensure tickets are being handled according to the timeframe specified in established SLAs.

Manage Customer issues through the customer service lifecycle.

Manage and monitor the Service Desk and App Support Team’s phone queues, ticket queues monitoring and alerting tools.

Provide data, trend analysis and reporting, including weekly, monthly, and ad-hoc reports on the effectiveness of our support efforts to the business.

Implement best practices and develop foundational governance for growth with Service Support personnel and improvement in the level of service provided.

Maintain, audit, and improve upon the SOP’s, training materials and knowledge base for IT employees and internal customers to utilize.

Manage, train, coach, and mentor service support personnel to ensure quality and consistency of service provided.

Analyze trends, customer surveys and other data to develop strategies for service improvement.

Develop, maintain, and manage schedules to ensure optimal coverage for all shifts.

Partner with the Major Incident Team to develop and maintain documented processes for planned and unplanned outage and issue communications.

Coordinate and partner with Major Incident Management and Change Management for Major Incidents resolution, root cause analysis, and process improvement.

Qualification

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IT service desk managementPersonnel managementITIL CertificationCustomer service lifecycleData analysis

Required

Bachelor’s degree and 10 years’ experience is preferred. May accept experience in lieu of degree.

Experience managing a 24x7 IT service desk with 25 or more program staff including direct labor, subcontractors, and suppliers.

Experience in personnel management. Possesses the ability to develop leadership and management skills that require mentoring and feedback from supervisors.

Ability to escalate program issues to the proper teams as needed depending on the severity of incidents.

Provide input to corporate activities including performance reviews, compensation-related actions, and staffing and hiring recommendations. Raise personnel issues to appropriate internal support elements.

Ability to act independently while routinely being reviewed for soundness of judgment and overall quality and content.

Excellent communication and interpersonal skills