Senior Manager, IT Support Full-Time Eden Prairie, Minnesota
Shutterfly
- Eden Prairie, MN
- Permanent
- Full-time
- Focus on delivering high-quality IT experiences to Shutterfly's international team of employees and contractors, throughout the end-user lifecycle (onboarding through offboarding).
- Manage and improve delivery by our Level 1 offshore service desk.
- Lead, coach, and manage a distributed team of Level 2 end-user support professionals in offices across North America and Israel.
- Lead proactive end-user adoption initiatives to ensure that Shutterfly's collaboration and productivity solutions deliver maximum value to the enterprise.
- Lead and drive support automation and service improvement initiatives.
- Lead the adoption and continual improvement of ITIL-based processes and procedures.
- Partner with the Network Operations Center (NOC), Security Operations Center (SOC), Lifetouch Field Support, and Manufacturing (Lab) IT teams to ensure seamless support of IT services across the enterprise.
- Act as an escalation point for support-related issues.
- Ensure adherence to information technology and information security policies and standards.
- 7+ years of experience in Information Technology, with 3+ years of direct people management.
- Bachelor's degree from an accredited college or university in a technical background: Computer Science, Information Systems, Electrical Engineering, or related IT field.
- Strong team player with good written and verbal communication skills.
- Inclusive, people-focused leadership skills.
- Ability to lead and work effectively in a dynamic environment and influence cross-organizationally.
- Strong focus on managing to, and reporting on, SLAs, OLAs, and KPIs as a basis for driving improvement activities.
- Experience leveraging ServiceNow for request fulfillment automation and incident, problem, and change management.
- Experience with chatbot technology (Google or other platforms).
- Technical experience with MacOS, iOS, Android, and Windows operating systems.
- Experience overseeing the delivery of managed services providers and VARs.
- Demonstrated skills leading technical troubleshooting and root cause analysis.
- Hands on administrative experience with Microsoft Office 365 and Teams platforms.
- Experience in PowerShell scripting and automation of technical operations tasks.
- Strong understanding of security disciplines, best practices, and standards.
- Proven experience with Scaled Agile Framework (SAFe) and/or other agile delivery methods.
- Six Sigma, Lean or other business process improvement training or education.