IT Service Manager, Robert Half

IT Service Manager

Robert Half

Location:

United States, Bridgewater

Category:

IT - Administration

Contract Type:

Not provided

Salary:

Not provided

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Job Description:

The IT Service & Infrastructure Operations Delivery Manager is responsible for ensuring seamless IT service delivery across all infrastructure operations, providing leadership in incident and escalation management, and upholding high standards of support. This role oversees end-to-end support processes, monitors key performance indicators, and collaborates with cross-functional teams to drive continuous improvement in IT service delivery. The Manager will play a critical role in resolving escalations, enhancing operational efficiencies, and ensuring a robust, reliable IT infrastructure to support business needs.

Job Responsibility:

Ensure seamless IT service delivery across all infrastructure operations
Provide leadership in incident and escalation management
Uphold high standards of support
Oversee end-to-end support processes
Monitor key performance indicators
Collaborate with cross-functional teams to drive continuous improvement in IT service delivery
Resolve escalations
Enhance operational efficiencies
Ensure a robust, reliable IT infrastructure to support business needs

Requirements:

Develop, implement, and maintain IT service management (ITSM) frameworks and processes
Manage and continuously improve service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs)
Oversee IT change, incident, and problem management processes
Identify and implement best practices, automation, and process improvements
Conduct root cause analysis on recurring issues
Lead the daily operations of IT infrastructure
Monitor system performance, conduct regular audits, and perform maintenance
Act as the primary escalation point for complex IT issues
Oversee a multi-tiered support structure
Manage and mentor a team of support and operations professionals
Lead infrastructure improvement projects
Develop, implement, and test disaster recovery and business continuity plans
Motivate staff and create a space where they can ask questions and voice their concerns
Learn fundamental operations of commonly used software, hardware, and other equipment
Adhere to all confidentiality rules and policies
Follow all company and department policies and rules
Ensure that all problems are logged, resolved/assigned for resolution, prioritized and tracked, and communicated appropriately
Work additional hours per business needs

What we offer:

Medical, vision, dental, and life and disability insurance
Eligibility to enroll in company 401(k) plan

Additional Information:

Job Posted:

March 23, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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