What are the responsibilities and job description for the Manager, IT Services- Safety position at Unlimited Potential?
The Manager of IT Services for the Safety Division is a critical leadership role within IT Operations. This individual will oversee the day-to-day activities of IT service delivery, ensuring exceptional support for core business applications and infrastructure across the Safety Division. The role combines IT service management, operational leadership, and strategic project execution to maintain high service standards and drive continuous improvement.
The Manager will ensure adherence to ITIL processes, manage service desk performance, and foster a culture of customer-centric support. This position requires strong technical expertise, leadership skills, and the ability to collaborate across business units to meet service-level agreements (SLAs) and enhance user satisfaction.
Responsibilities:
- Team Leadership & Performance
- Manage and mentor the IT Services team, including service desk analysts and support specialists.
- Recruit, train, and develop staff to meet SLAs and deliver exceptional service.
- Conduct regular performance evaluations and implement improvement plans as needed.
- Service Operations
- Oversee daily IT service desk operations, ensuring timely resolution of incidents and requests.
- Monitor ticket queues and prioritize escalations to higher-tier support when necessary.
- Review critical incidents, outages, and business events to adjust staffing and communication plans.
- Process & Compliance
- Define, implement, and enforce ITIL-based processes and policies.
- Ensure compliance with corporate and regional IT standards, security protocols, and audit requirements.
- Customer Engagement
- Actively respond to user queries and complaints, ensuring prompt and effective resolution.
- Conduct follow-ups with end-users to identify areas for improvement and enhance satisfaction.
- Reporting & Continuous Improvement
- Develop and deliver daily, weekly, and monthly reports on team productivity and service performance.
- Provide feedback to internal teams (e.g., application development, infrastructure, security) to improve systems and processes.
- Technical Support & Projects
- Assist with system enhancements, QA, UAT, and post-maintenance activities.
- Gather and communicate change requests from business units to appropriate IT teams.
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or related field (preferred).
- Proven experience in IT service management or service desk leadership.
- Familiarity with ITIL frameworks and best practices.
- Strong technical background with ability to communicate effectively to non-technical audiences.
- Proficiency in Microsoft Office Suite and ITSM tools (e.g., ServiceNow).
- Excellent analytical, problem-solving, and communication skills.
So, what are you waiting for? A new career awaits you with endless opportunities.
Bunzl is a global leader in the Cleaning & Hygiene, Food Processing, Grocery, Health Care, Non-Food Retail, and Safety industries. We have grown both organically and through acquisitions to sales in excess of $10 billion. Bunzl North America is headquartered in St. Louis, Missouri. Bunzl North America owns and operates more than 100 warehouses and serves all 50 states, Puerto Rico, Canada and parts of the Caribbean and Mexico. With more than 5,000 employees and 400,000 plus supplies, Bunzl is regarded as a leading supplier in North America.
Bunzl Distribution offers competitive salaries, a comfortable work environment, and a full range of benefits including a 401k with a company match.
Bunzl Distribution has a tradition of commitment to equal employment opportunity. It is the established policy to attract and retain the best qualified people without regard to race, color, religion, national origin, sex/gender (including pregnancy), sexual orientation, age, disability or veteran status as provided by law.
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