Altera · 3 weeks ago
Senior Manager, IT Service Delivery
San Jose, CA
Full-time
Onsite
Senior Level
$160K/yr - $207K/yr
7+ years expAltera is seeking a Senior Manager for IT Service Delivery to lead the delivery of IT support services to end users across the organization. This role involves managing support teams, enhancing user experience, and ensuring effective service desk operations while aligning support strategies with organizational goals.
Enterprise SoftwareManufacturingSemiconductorSoftware
Hiring Manager
Mario De Jesus
Responsibilities
Contribute to the development of the end user support services strategy and drive the execution of that strategy
Define and standardize policies and procedures for IT support operations
Collaborate with IT leadership to ensure the seamless integration of end user support with broader IT initiatives
Oversee the daily operations of IT service desks and onsite support teams to ensure timely resolution of issues and service requests
Develop and monitor service level agreements (SLAs) and key performance indicators (KPIs) for the support function
Ensure the implementation of tools and technologies to enhance the efficiency of support services, such as ticketing systems, remote support tools, asset management, and knowledge bases
Drive the execution of the escalation processes for major and high-priority incidents
Promote a customer-centric culture within the support organization, focusing on user satisfaction and productivity
Establish regular feedback loops with end users to identify areas for improvement
Drive the development of self-service tools and resources to empower end users and reduce support demand
Lead, mentor, and manage the end user support services team, including hiring, training, and performance management
Foster a culture of continuous learning and professional development within the team
Encourage and facilitate collaboration and knowledge sharing across support staff
Analyze support trends, metrics, and user feedback to identify areas for improvement and implement solutions
Stay up to date on emerging technologies and best practices in IT support to drive innovation
Ensure compliance with industry standards, organizational policies, and regulatory requirements
Develop and manage the relationships with external vendors and service providers
Ensure vendor and service provider compliance to agreed upon service delivery and quality levels
Qualification
Required
Bachelor's degree in information technology, Business Administration, or a related field
7+ years of experience in IT support or service management
3+ years in a leadership/Management role
Preferred
Master's degree in information technology, Business Administration, or a related field
Benefits
Incentive opportunities that reward employees based on individual and company performance
Company
Altera
Altera provides programmable logic devices and design software for various applications. It is a sub-organization of Intel.
1001-5000 employees
H1B Sponsorship
Altera has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (67)
Funding
Current Stage
Public CompanyTotal Funding
unknown2025-04-14Acquired
1988-03-31IPO
Leadership Team
Raghib Hussain
Chief Executive Officer
Recent News
Business Wire
2025-11-25
2025-11-19
Company data provided by crunchbase