Customer-centric IT Service Desk Manager
3 weeks ago
About the Role
Lighthouse is seeking a seasoned IT professional to lead our global IT Service Desk. As a Manager, you will be responsible for executing IT infrastructure strategies, implementing best practices, and collaborating with other departments to continuously optimize processes.
Key Responsibilities
- Effectively manage and run a 24x7 global 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.
Requirements
- 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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