Enterprise Service Desk Manager

Overview

Lead and manage enterprise IT service desk, ensuring seamless support and service delivery.

Key Responsibilities

• itil processes
• automation
• ticketing
• knowledge base
• performance reporting
• sla monitoring

Tasks

-Ensure service desk availability across multiple time zones -Define and execute the vision, strategy, and roadmap for the enterprise service desk in alignment with IT and business objectives. -Provide regular service performance reports and improvement plans to executive leadership. -Evaluate and integrate emerging technologies that improve IT support capabilities. -Implement ITIL-based processes (incident, request, change, and problem management). -Collaborate with IT infrastructure, application, and security teams to ensure smooth end-to-end service delivery. -Champion automation, self-service portals, and knowledge base improvements to enhance efficiency. -Oversee day-to-day service desk operations, ensuring timely resolution of incidents, service requests, and escalations. -Drive a customer-first culture, fostering accountability and service excellence. -Analyze incident trends to proactively identify and resolve recurring issues. -Build, lead, mentor, and manage the Service Desk team -Act as the primary point of contact for business leaders regarding IT service desk performance. -Manage service desk tools and technologies, ensuring effective ticketing, knowledge management, and reporting. -Manage national accounts for Fortune 500 companies -Establish a robust feedback loop with users to ensure services meet evolving business needs. -Establish and monitor performance goals, SLAs, and KPIs to ensure continuous improvement.

Requirements

• leadership
• itil
• servicenow
• itsm
• analytics
• 7+ years

What You Bring

-Strong leadership, coaching, and team-building skills. -Excellent communication and stakeholder management abilities. -Bachelor’s degree in Information Technology, Computer Science, or related field preferred. An advanced degree e.g. Masters or MBA is a plus. -ITIL v3/v4 certification strongly preferred. -Experience with service desk platforms (e.g., ServiceNow, Jira Service Management, BMC Remedy, Freshservice, IFS Assyst). -Deep understanding of IT service management frameworks, SLAs, and performance metrics. -Analytical mindset with experience in data-driven decision-making. -Proven experience managing enterprise-scale service desk teams in a multi-site environment. -7+ years of progressive IT support experience, with at least 3+ years in a managerial or leadership role required.

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Benefits

-Company paid Life Insurance -Generous Paid Time Off program + Holidays -Flexible Spending & Health Savings Accounts -Company paid Short/Long Term Disability -401k with Employer Contribution -Medical, Dental, Vision coverage options -Additional perks including Pet Insurance, Employee Assistance Program, Educational Assistance Program, Identity Theft Protection, Critical Illness Plans, Commuter Benefits and various employee discount offerings from our Vendors -Career Growth Opportunities and Career Mapping -Supportive & Friendly Culture

About Stratus

-Stratus emerged from a vision to deliver high-impact solutions in complex sectors like infrastructure and energy. -With a rich history of successful projects, Stratus has built a reputation for precision and reliability. -Specializing in large-scale construction, renewable energy, and infrastructure projects, they take on challenging and ambitious work. -Stratus has successfully managed a variety of projects, from residential developments to intricate energy systems. -The company is known for its focus on innovation, providing cutting-edge solutions to meet the needs of modern industries. -Stratus stands out for its ability to blend technical expertise with practical implementation, ensuring projects are completed on time and within budget.

Sector Specialisms