Senior Manager, IT Support Services

Location:

Wilmington, Massachusetts

Job ID

2405855

The Senior Manager of IT Service Support will lead the support functions for the IT department, helping drive technical support maturity across the organization. This role will oversee the Service Desk, End Point and Support Services team. These teams act as a central hub for all corporate services, supporting over 14,000 Team Partners across 250+ locations in the United States, Canada and Mexico. This role will be critical in defining support strategies that align with our companies’ digital transformation. The Service Desk and EndPoint teams extend beyond just technical support and includes business application Tiers 1 & 2 support. This leader will be a pivotal in driving the support outcomes for several large-scale transformation efforts underway. This role will also support the End Point team and drive strategic planning of End Point systems including Laptops/desktops, Printers, and handheld devices.

Responsibilities:

Business Planning & Service Support Leadership

• Establishes a “customer-centric” culture in the IT Service Management organization, including specific support for business partners and executives

• Fosters working relationships with business leaders, IT leaders, vendors and staff and leads stakeholder communication efforts. Builds the IT Service communication strategy and owns day-to-day responsibility for communication channels.

• Creates and implements long-term strategic plans to define the service experience, including roadmap planning, capacity plans and sourcing models.

• Partners with business leaders to prepare for new service introductions and builds support plans, budget models and KPIs to transition new services.

• Serves as leader in developing operational support plans for new services and modification to existing services. Develops support models, funding models, and managed service provider bids (where needed).

• Provides metrics and data to senior leaders to provide insight into service performance and drive quality improvements.

Support Operations

• Supporting and maturing the IT Service Management program to reengineer and roll out core ITIL processes and technologies starting with solutions for Incident Management/Request Fulfillment and Change Management and maturing to Problem Management and Service Level Management.

• Drives a common set of practices across all IT Support teams based on ITIL best practices.

• Manages highly visible and critical escalations, involving significant cross-group coordination and communication.

• Work with lines of business to design and implement new ITSM solutions.

• Support new CCaaS implementation for Service Desk

Technical Leadership

• Optimizes technical service onboarding, ensuring new service knowledge is codified, Service Desk is trained, and outcomes are measured.

• Partners with the application teams to understand defect and enhancement backlogs and downstream impact on the field; ensures Service Desk is in the loop to ensure a consistent support process.

• Identifies trends and drives root cause analysis for complex companywide problems and communicates, influences, and drives accountability for following up on system fixes/improvements to enhance the customer experience

• Oversees the provisioning of user access by the Service Desk team, including onboarding, personnel changes, exception-based access, and termination of access to key business systems.

• Identifies opportunities to streamline and automate support processes.

Quality Management

• Partners with the business and technical leadership to define service level expectations; continually analyzes performance against targets and coaches teams to improve

• Develops core KPIs and metrics to define service quality; drives the performance improvement process for IT

Workforce Management & Planning

• Engages in talent planning including hiring plans, training/onboarding new staff, and evaluating team performance.

• Develops and manages managed service providers for support expansion (where needed).

• Directly supervises Service Desk Manager, 12+ Full-time Equivalent (FTE) employees and/or contractors/third party outsourced vendors, End Point Manager with 9 FTE employees, and 2 directs (Change manager and Problem manager).

Qualifications

Requirements :

• Bachelor’s degree in Business, Computer Science, Engineering, MIS or related field

• ITIL certifications preferred.

• HDI Director or Manager certification preferred

• Ten (10) years of experience in a technical support/customer facing role. Must have application support (ERP, billing systems, homegrown applications) AND traditional IT support functions (email, network, printing, etc.) in support portfolio.

• Five (5) years demonstrated experience in leading ITSM / ITIL based best practices within a support organization

• 2-3 years’ experience managing managed service provider relationships or 3rd part staff augmentation plans, including vendor management, SLM and budgeting functions.

• Proven track record of using data and metrics to drive service improvement; Hands-on analysis skills required. Knowledge of ITSM and telephony tools (ServiceNow, Cherwell, UCCX) and PowerBI a plus.

• Advanced knowledge of ITIL/ITSM frameworks, having managed transformation and ongoing operations of Service Management processes

• A relentless focus on customer service as demonstrated by relationships built at all levels of the organization (executive, technical, business). Track record of driving action as an advocate for your customer community

• Embraces change and enjoys working in a fast-paced, multi-tasking environment.

• Balances the need to dive deep to learn more about the business and technology with staying high level to lead the strategic direction for the organization

• Demonstrates servant leadership to motivate, mentor and grow existing staff

• Excellent communication, presentation, time management, and collaboration skills.

Benefits & Perks:

401K with Company Match, Profit Sharing, Health Insurance, Employee Assistance Program, Life Insurance, Paid Time Off, Tuition Reimbursement, 30% Employee Discount, Employee Referral Bonuses.

UniFirst is an international leader in garment & Uniform services industry. We currently employ over 14,000 team partners who serve 300,000 business customer locations throughout the U.S., Canada, and Europe.

We were included in the top 10 of Selling Power magazine’s “Best Companies to Sell For” list and recognized on Forbes magazine’s “Platinum 400 – Best Big Companies” list. As an 80-year old company focused on annual growth, there’s never been a better time to join our team.

UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws

UniFirst is an equal employment/affirmative action employer. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to TalentAcquisition@unifirst.com or call to let us know the nature of your request.

UniFirst Recruiters and/or representatives will not ask job seekers to provide personal financial information when submitting a job application. Please be vigilant as such requests for information may be fraudulent.

UniFirst is an equal opportunity/affirmative action employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.

If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to TalentAcquisition@unifirst.com or

call 800-347-7888 to let us know the nature of your request.

UniFirst Recruiters and/or representatives will not ask job seekers to provide personal financial information when submitting a job application. Please be vigilant as such requests for information may be fraudulent.