IT Service Desk Manager

Does this position interest you? You should apply – even if you don’t match every single requirement! We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work. Does this position interest you? You should apply – even if you don’t match every single requirement! We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work. A Brief Overview Reporting to the VP Infrastructure & Operations, the IT Service Desk Manager will be accountable for the management of the Service Desk operations, including day-to-day running of the team, key metrics/targets and providing fantastic service to our 17,000 colleagues. As a member of the Infrastructure & Operations Management team, must be able to effectively communicate with senior members of the Business community as well as the IT organization. What you will do Defining, creating, and delivering IT Service Desk standards, that align with the Global Service Desk standards and processes. Direct management of the market Service Desk. Driving the development and continuous improvement cycle. Delivering analytics insights and reporting around Service Desk performance and opportunities for Improvement, Automation and Knowledge Base articles to enable self-service. Participate in Service Design & Transition exercises as a result of Project implementations. Address and resolve escalations. Represent the region by providing input and partnering with the Belron Service Management team. Major Incident Management support, as needed. Education Qualifications Bachelor's Degree Degree in Computer Science or relevant field or relevant experience Required Experience Qualifications 4-6 years Relevant experiece Required Experience in an IT Service Desk Management role, directly involved in the day to day running of Service Desks Experience of ServiceNow ITSM tooling Comfortable interacting with Technology Leadership team Excellent working knowledge of the different ITIL processes Adept problem solver with the ability to focus on the overall goal Demonstrable experience of collaborative working with teams locally and globally Demonstrable experience of writing reports, preparing slides (using PowerPoint) and giving formal presentations Excellent English language written and spoken Skills and Abilities IT Service Desk leadership IT Service Management and Service Improvement Service ITSM and ITAM understanding Communication skills – both written and verbal covering a wide range of stakeholder groups from management level to operational level Strong self-motivation, ability to work independently when required Bias for action Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you. #LI-HL1 Didn't find the right job? Upload your resume for ongoing consideration! Safelite® was founded in Wichita, Kansas in 1947. A leading service organization, the Safelite family of brands delivers our People Powered, Customer Driven experience to more than 11 million customers annually. Safelite® AutoGlass, the nation’s largest provider of vehicle glass repair, replacement and recalibration services, operates more than 700 stores and 7,900 MobileGlassShops™ across all 50 U.S. states, while Safelite® Solutions provides property and casualty claims management services to more than 175 insurance and fleet clients. All of this is supported through our technology-forward supply chain and corporate services. We’re People Powered: Our people come first. We care about your well-being and we’ll give you what you need to have a happy work/life. We’re good at what we do: we're proud of our 88% Net Promoter Score (NPS). We’re big: We’re owned by Belron®, the world’s largest vehicle glass company, spanning 40 countries across 6 continents. We’re trustworthy: We provide coverage to all U.S. drivers in all 50 states. We give back: Community service is important to us - we’ve even recycled 107K tons of glass to date. We're diverse: Safelite welcomes everyone. We value our diverse workforce and suppliers, and we’re proud to be an equal opportunity employer. We don’t discriminate on the basis of any characteristic protected by law, nor do we tolerate discrimination or harassment against our associates and clients. Click here to learn more about who we are. Accessibility: Upon request and consistent with applicable laws, Safelite will provide reasonable accommodations to individuals who need assistance in the application/hiring process. Click here for assistance, . Privacy: To review and consider your application, Safelite collects personal information. To understand what is collected and why, carefully review the Applicant Privacy Notice presented during your online application and/or review our Applicant Privacy Policy and Terms of Use. Agencies: Safelite does not accept unsolicited resumes or outreach from third-party recruiters. Absent a signed MSA and approval and request from Talent Acquisition to submit resumes for a specific requisition, we will not approve payment to any third party. Click here to be considered as an approved agency partner. Health and Safety: To ensure a safe working environment and protect the community at large, depending on the position, Safelite may require pre-employment screenings, including background checks and/or drug screenings, attestation of COVID-19 vaccination status, and precautions against COVID-19 in select work settings, subject to all applicable local, state and federal laws. Safelite will grant reasonable accommodations that do not cause an undue hardship to the business to legally entitled associates. Note: The contact methods provided are exclusively for accessibility and vendor management requests. All other outreach to these contacts will not be responded to. You trust us with more than your vehicle glass – you also share your personal information with us. We’re committed to honoring that trust. Browse our privacy practices that detail your rights and the ways we look out for you. Safelite privacy policies California Privacy Policy - Notice at Collection