Service Manager - Networking Services (Onsite)

Job Details:

The Service Manager is a key member of the IT team responsible for managing and overseeing the delivery of IT services to internal stakeholders and customers. They play a critical role in ensuring the smooth operation of IT systems, managing service level agreements, and providing excellent customer service and support.

Essential Duties and Responsibilities:
• Manage and oversee the delivery of IT services, ensuring adherence to service level agreements (SLAs) and customer satisfaction.
• Develop and maintain IT service management processes, including incident management, problem management, change management, and service request fulfillment.
• Monitor and analyze service performance metrics, identify areas for improvement, and implement corrective actions to enhance service quality.
• Collaborate with cross-functional teams to identify and implement service improvement initiatives, ensuring alignment with business objectives.
• Manage and prioritize service requests, incidents, and problems, ensuring timely resolution and minimal disruption to business operations.
• Provide leadership and guidance to the IT support team, fostering a customer-centric and service-oriented culture.
• Participate in regular service reviews with stakeholders to gather feedback, address concerns, and identify opportunities for service enhancement.
• Ensure the adherence to service documentation, including standard operating procedures, knowledge base articles, and service catalogs.
• Perform other assigned job-related duties that align with our organization's vision, mission, and values and fall within your scope of practice.

Qualifications:
Education: Bachelor's Degree or relevant experience.
Preferred Certification(s): Any relevant IT Certification.
Experience: 3+ years of relevant and practical experience.

Technical Skills:
• Proficiency in cloud platforms such as AWS, Azure, or Google Cloud.
• Strong knowledge of networking, virtualization, and storage technologies.
• Experience with automation tools and scripting languages (e.g., Ansible, Terraform, Python, Bash).
• Familiarity with containerization technologies (e.g., Docker, Kubernetes).
• Understanding of security best practices and compliance requirements.
Soft Skills:
• Communication: Effective communication skills, both written and verbal.
• Teamwork: Ability to work collaboratively in a team environment.
• Problem-solving: Strong problem-solving and analytical skills.
• Time Management: Time management and prioritization abilities.
• Customer Focus: Customer service orientation.
• Relationship Management: Ability to manage stakeholder relationships.
• Adaptability: Flexibility to handle changing priorities and workloads.
• Conflict Resolution: Basic ability to mediate and resolve conflicts within the team.

** Not eligible for visa sponsorship now or in the future **

** Not eligible for relocation assistance **

Relocation Assistance Eligible:
No

Work Shift:
1ST SHIFT (United States of America)

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We provide our team members and their families with paid time off; 401(k) plans; affordable health, life, dental, vision and prescription drug benefits; and more.

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