Manager, IT Service Desk
2 weeks ago
What is special about Lighthouse?
Lighthouse is built on a foundation of unique, compassionate, highly driven individuals. We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success. We grow together and are stronger together.
What's unique about this role?
Lighthouse is a market disruptor in the eDiscovery space, quadrupling investment in product development over the past four years. Our success with Spectra, Prism, and H5 Linguistics Modeling led us to this critical point in growth. We are bullish about our future and our ability to disrupt the legal market continually. We continue to invest heavily in Analytics, Big Data, and Artificial Intelligence.
We're looking for Manager – IT Service Desk, to join our Technology Solutions Group
The ideal candidate is a passionate self-motivated individual, experienced in managing and running a highly efficient 24x7 IT Service Desk. The candidate will be a customer centric leader, responsible for executing IT Infrastructure strategies, implementing best practices, collaborating with other departments, and continuously optimizing processes.
What will this person do?
Effectively manage and run a 24x7 global (US/UK/India) IT Service Desk. Lead a team of talented IT Service Desk engineers, providing cultural, technical, and hands-on leadership. Develop SLAs, monitor status and progress of IT tasks and projects in coordination with the IT Program Manager. Develop metrics to measure team performance. Provide feedback to team members. Provide status reports, progress reports and use project tools to support IT. Ability to quickly understand process improvement and apply it to existing processes and procedures. Provide capacity, fault, and performance reporting to the leadership. Deliver presentations on tactical issues as well as strategic direction of IT. Lead projects including planning, coordination, implementation, operational readiness. Experienced with all aspects of IT documentation – KB's, PowerPoint, Visio, Excel Review operational policies and procedures for operational efficiency and improvement. Review ticket queue to track that issues are resolved in a timely manner or properly escalated. Provide technical leadership in the design, implementation, and management of IT infrastructure. Enhance and develop a culture of trust and commitment to impact how we run internal business systems and services. Perform other related duties as assigned.Bring your passion and together we will shine. It would also be great if you have the following:
BS/BA in Computer Science or related field or relevant job experience. 10+ years of professional experience with large scale IT infrastructure 5+ years of experience in IT processes including ITIL Framework 3 + years of management experience in running an enterprise class 24x7 global IT Service Desk. Proven capability to manage day to day activity in a ticketing system. Extensive experience operating in highly available, high-volume IT environments. Working knowledge of security principles as related to infrastructure management Deep knowledge of storage technologies in a large scale and high-performance infrastructure Good understanding of enterprise networking issues and strategies Deep knowledge of current server virtualization technologies Familiar with compliance, auditing, and IT security – ISO 27001 PCI, SOX, HIPAA, etc. Expert-level understanding of the Windows Server environment. Experience in a DevOps working environment. Strong analytical and problem-solving skills Strong technical leadership, leading by example, exhibiting patience and determination. Good knowledge of DevOps principles, practices, and methodologies. Ability to create structure and drive progress with an action-orientation/drive – must thrive in an ambiguous/dynamic environment.Work Environment and Physical Demands
Duties are performed in a typical office environment while at a desk or computer table. Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting. Duties may require being on call periodically and working outside normal working hours (evenings and weekends).Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. We welcome any talents and contributions you can bring to the team and are deeply committed to growing an environment where everyone can feel safe, is respected, and can show up as themselves. Come as you are
As a trailblazer and catalyst for change, Lighthouse rises to each opportunity to help our clients and our people do what they do best—shine.
This position will work for and be employed by Lighthouse's India subsidiary, which is an independent company located in India.
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