POSITION OVERVIEW:

The Service Manager will oversee a team of 2-3 technical support specialists and will be responsible for managing and assessing their performance, ensuring efficient IT service delivery, and maintaining high levels of client satisfaction. This position requires a deep understanding of IT needs and demands in a national, multi-site enterprise, as well as staying updated on current and upcoming IT equipment, services, and developments. Reporting to the CIO, the Service Manager will be responsible for the Delivery of Service Desk Requests and Incident management practices, across all locations and remote worker contingencies. The successful person in this role will drive continual improvement in Service Management capabilities leveraging best practice, tools and technology and insight from business partners to achieve effective outcomes.

RESPONSIBILITIES:

• Manages and assesses the performance of 2-3 staff members who specialize in technical support.
• Maintain familiarity with current and upcoming IT equipment, services, and other developments.
• Coordinates troubleshooting, support, and service for equipment and networks when necessary.
• Uphold a sense of customer service and measures client satisfaction.
• Manage cloud-based infrastructure platforms (e.g. Azure, Microsoft 365), SaaS applications, and hybrid cloud environments.
• Create and manage strong vendor relationships to enable scale and flexibility.
• Plan and coordinate the daily workflow of Service Desk Operations.
• Develop and implement Service Desk policies, processes, and procedures including effectively communicating operational status of all Service Desk functions.
• Establish and manage processes to ensure effective support coordination across IT functions, third parties, and business teams.
• Develop Service Desk management strategies, identify staff, tools and support requirements as necessary to ensure that Service Desk operations provide quality customer service and incident resolution within SLAs.
• Oversee problem resolution to identify trends, root cause, or problem areas and ensure that support procedures are being followed; identify opportunities to eliminate issues.
• Serve as point of contact for escalation on major service disruptions and ensure appropriate communication channels are used effectively to notify end users and stakeholders.
• Build and continually develop relationships with the teams across the organization.
• Evaluate key metrics, KPI's, perform analysis and provide reporting to leadership to drive consistency and an understanding of incident trends.
• Collaborate with other IT leadership to serve internal customers as well as support and achieve department goals and initiatives.
• Support the definition, implementation and operation of Major Incident processes, systems, and tools within AFR. Collaborate with other business units to optimize and standardize processes.
• Accountable for the delivery of Major Incident Management and Problem Management services against agreed KPIs. Actively manage and/or support Major Incidents as they arise within AFR, ensuring minimal amount of business disruption.
• Proactively liaise with Business users, leaders, and partners to keep them informed of the impact of major incidents and the progress of resolution.
• Participate in ongoing support meetings/reviews with other IT and business leaders to drive continuous service improvement.
• Educate and support internal and external resolving groups on the policies and principles of processes.
• Act as an escalation for major production incidents, leading the incident response in real-time and coordinating with IT teams to ensure proper resolution.
• Review and prioritize the investigation backlog and pending action items, making sure that delivery teams remain engaged until completion.
• Produce Root Cause Analyses to be shared with senior executive management for all major and high incidents and work with the Problem Management team to ensure that long-term remediation's are tracked.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• ITIL certification or 3 years working knowledge of the ITIL support framework.
• Experience with Microsoft Active Directory, Office 365, and Azure environments.
• Experience with TeamDynamix or Freshworks HIGHLY Preferred.
• A minimum of 7 years working in the IT technical field, preferably within a multi-site enterprise.
• Strong technical knowledge of IT infrastructure, systems, and software.

ADDITIONAL SKILLS/REQUIREMENTS:

• Excellent communication, customer service, leadership, and interpersonal skills.
• Ability to work collaboratively and build relationships with cross-functional teams and stakeholders.
• Strong analytical and problem-solving abilities including an ability to anticipate and highlight potential risks associated with management or resolution, workarounds, and root causes.
• The ability to work onsite 50%, remote 50%.
• Ability to travel 10-15 percent.

Diversity ensures the success of our careers, and our lives. AMERICAN FURNITURE RENTAL, INC. is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.