Manager Information Technology Service Management
Welch's
- Concord, MA
- Permanent
- Full-time
- Oversee the establishment and use of best practices as part of ITSM program
- Lead transformation of Service Management to closer integration with Infrastructure Managed Services (IMS) and the overall enterprise digital transformation
- Chair weekly change advisory board meetings as part of Change Management
- Build and maintain Service Level Objectives/Agreements, Knowledge Base (KB) articles, policies and procedures related to ITSM practice
- Own asset management and reporting to ensure license compliance
- Provide monthly KPI and recommend continual service improvements
- Research and recommend appropriate hardware platforms, devices, operating systems, processes and applications and promote business cases for new improvements
- Manage images, software and system patches for physical and virtual environments
- Build and maintain partnerships with technical teams, business partners and vendors
- Ensure a secure and reliable work environment, including: management, recovery, antivirus and encryption of all desktop assets
- Manage service desk and onsite support staff across multiple locations
- Passion for achieving excellence in service delivery, solving complex problems, and taking significant ownership of a transformational agenda
- Excellent technical, analytical, problem solving, multitasking, and time management skills with consistent attention to detail
- Ability to effectively learn, communicate and use new processes, concepts, tools, and methodology to support the needs of the enterprise
- Change agent with strong interpersonal skills, with the ability to work across functional lines and at many levels to engage, educate and shift existing behaviors and beliefs
- Excellent project, presentation (written and verbal) and communication skills
- Ability to effectively share technical information and train/mentor less experienced or knowledgeable team members
- Bachelor's degree in computer science, business management or related fields preferred. An equivalent combination of education and experience that proves competence in role may be considered
- 5+ years proven work experience with IT Service Management in an enterprise environment delivering and maintaining the company's IT services
- Experienced implementing Microsoft and cloud based solutions
- Experience transforming service desk and overall Service Management processes preferred
- Proven skills in IT Infrastructure, project and process management
- Experience managing outsourced IT Service Desk providers
- Ability to work within a 24/7 environment across multiple time zones
- ITILv4 Foundation Certificate completion preferred
- Expert knowledge in troubleshooting end user hardware and Windows OS
- Knowledge of networking protocols and configurations (TCPIP, etc.)
- Experience with enterprise applications including Active Directory, Microsoft Intune, M365, Adobe and Oracle Client Applications
- Ability to travel domestically up to 20%
- Organization with a bold, clear purpose & vision for the future
- Inclusive Culture: Be a part of an inclusive workplace where you not only belong but also have the opportunity to be the best version of yourself
- Passionate Community: You are encouraged to have a voice, share your opinions, and have individual impact on the success of the business
- Hybrid work model: Flexible & collaborative work environment to maximize well-being & success
- Paid Time Off and Holidays: Available immediately for you to enjoy time away from the office to rest and recharge
- Paid Volunteer Time Off: 40 hours of paid volunteer time for all non-union employees
- Development & Advancement: Access to LinkedIn Learning as well as both formal and informal opportunities to develop and grow your career
- Compensation Package Consisting of Competitive Base Salary and Annual Incentive Plan (Bonus)
- 401K plan with Generous Company Match
- Flexible Benefits from your first day: Choose the benefits that meet your needs and preferences
- Health, Dental & Vision Insurance
- Health Savings Accounts
- Life and accident insurance
- Employee Assistance Programs
- Tuition reimbursement program
- Additional benefits available through Perks at Work
- Paid parental (and adoption) leave - Available after 12 months of employment