IT Service Manager

Company Description

Global Channel Management is a technology company that specializes in various types of recruiting and staff augmentation.  Our account managers and recruiters have over a decade of experience in various verticals. GCM understands the challenges companies face when it comes to the skills and experience needed to fill the void of the day to day function.  Organizations need to reduce training and labor costs but at same requiring the best "talent " for the job. 

Qualifications

IT Service Manager must have a bachelor's degree in Computer Science
or related field, and 5-8 years of related technical and managerial
experience in a Service desk or similar environment.

IT Service Manager requires:

• ITIL
• CHANGE MANAGEMENT
• VOIP
• CISCO
• CUSTOMER SERVICE
• ITIL expert or at least Service Management.
• WAN/LAN
• Prior experience in motivating, directing, and providing feedback to an international team
• Proven
  analytical and problem-solving abilities. Technical troubleshooting
  capabilities allowing the candidate to act as a tier 2/3 support
  representative critical.
• Ability to design and manage an
  incident management process/policy which allows for the effectively
  prioritization and execution of tasks in the correct order.
• Experience implementation Knowledge Management with related experience measuring the effectiveness of the KCS processes.
• Experience measuring the effectiveness of Change Management in relation to the Incident, Event and Problem Management processes.
• Experience
  leading Incident Management assessment and improvement processes with
  examples of how the candidate was involved in leading positive change.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Team-oriented and skilled in working within a collaborative environment.
• Highly self-motivated and self-directed. The ability to be self-sufficient is critical.
• High attention to detail and excellent organization skills.
• Highly skilled with MacOS, Ubuntu, Windows 7, 10 as well as the Office suite and standard business applications is critical.
• Experience
  with the following services is a plus: Cisco Unified Communication
  stacks, Remedy (support and as an Incident Management tool), Office 365,
  Jira, Confluence, and VMWare.
• Extensive knowledge of computer
  hardware including both Windows and Apple desktops and laptops as well
  as IOS and Android mobile device experience.
• Successful
  candidate must have in depth technical knowledge of Telepresence, DLP,
  Airwatch MDM, client imaging software, Active Directory, Avaya or
  similar VOIP phone system, Ticketing systems, and anti-virus.
• Experience with , Splunk s a plus.

IT Service Manager duties;

• Develop
  and meet SLA and OLA's for Service Desk tickets with data based on the
  needs of the business and the realistic capabilities of the team.
• Develop and implement KPI's with weekly reporting and identifying issues which may require attention.
• Working
  with global teams to develop and implement consistent processes,
  identifying exceptions within region and providing documentation.
• Leads a positive team creating an environment which encourages team and collaboration first..
• Collaborative
  and capable negotiation skills allowing the candidate to partners
  collaboratively with company management finding "win/win" solutions.
• Anticipates
  and meets, or exceeds, internal and/or external customer expectations
  and requirements; establishes and maintains effective relationships with
  customers and gains their trust and respect.

Additional Information

$58/hr

12 monts