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Senior Manager, IT Services

Location: Carlsbad, CA
Atrilogy is working with a leading company seeking an Sr. Manager of IT Service for a full time perm role. 

JOB OVERVIEW

The IT Services Manager provides overall management and leadership for the corporate Service Desk and End User Computing organization. Responsibilities include budgeting, process development, security management and operational effectiveness for Desktop/Service desk. Develops and implements processes and procedures to ensure measurable effectiveness and efficiencies are achieved.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of service issues which arise in connection with ITSM Services
  • Manage and maintain the IT Service Management application suite (Service-Now)
  • Oversee development of ITSM-based management processes and controls.
  • Governs the implementation and use of IT Service Management guidelines and processes. Responsible for overall Customer Satisfaction and SLA attainment.
  • Manages the hardware and software assets to include selection, licensing and deployment.
  • Develop, deliver and review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics
  • Manages the change control processes within IT
  • Analyze support requests to determine potential improvements to service delivery, manage allocation of resources to ensure effective delivery of services to customers and manage large-scale rollouts of new technologies or upgrades.
  • Develop short and long-term strategies to improve service offerings, development of self service and chat capabilities.
  • Develop multi-year technology refresh plans.
  • Conduct comprehensive testing of new products in preparation for rollout.
  • Preserves assets by implementing back-up/encryption procedures, and information security and control structures for end-devices.
 
KNOWLEDGE / SKILLS
  • Solid knowledge and ability in the following; business analysis, change management, compliance audit, as well as network and service management.
  • Familiar with configuration and vendor management.
  • Ability to coach / mentor and monitor staff to conduct roles and responsibilities according to the function’s purpose.
  • Previous experience building global infrastructure end-user services organizations
 
EDUCATION AND EXPERIENCE
  • Bachelor degree in a technical discipline, preferably Computer Science or equivalent experience is required
  • Minimum 8 years of Information Technology experience
  • Minimum 5+ years supervision of IT support staff
  • Experience working in Service-Now
 
CERTIFICATIONS
  • ITIL Foundation Certification required
  • ITIL Expert Level desired
 
For immediate consideration please submit your resume in Word format, along with daytime contact information.  LOCAL CANDIDATES ONLY PLEASE unless you are willing to relocate yourself at your own expense.  Client is unable to provide H-1B Visa sponsorship at this time. All submittals will be treated confidentially.  Selected candidate may be asked to pass a comprehensive background, credit and/or drug screening.  Principals only, no third parties please.
 

 
Established in 2000, Atrilogy Solutions Group, Inc. provides organizations of all sizes with high-quality, cost effective information technology (IT) and business process consulting & staffing services.  Our industry-leading service model combines experienced project managers with seasoned technical and functional consultants to eliminate client uncertainty and deliver superior value and results.
 
Clients turn to Atrilogy for expertise in:
         IT staffing and placement (Project Managers, Agile/Scrum Masters, Business Analysts, DBA’s, Software Engineers, Mobile Developers (iOS, Android), DevOps, Automation, QA, Systems & Network Engineers, Cyber Security / Information Security Specialists)
         All major ERP & CRM packages (including Oracle, Workday, PeopleSoft, JD Edwards, Lawson, SAP, Dynamics AX, Salesforce, Microsoft CRM, NetSuite)
         Business Intelligence, Data Warehousing, and Big Data Integration
         Creative (Interactive Project Manager/Art Director, Information Architect, UI/UX Designer, Web/Graphic Design)
 
Atrilogy has been recognized by Inc. magazine as one of the nation’s fastest-growing, privately-held companies. Headquartered in Irvine, California, Atrilogy also has offices in Denver, Phoenix, Atlanta, and Dallas with satellite offices in Boston, Jersey City, Las Vegas, Seattle, and Delhi, India.
 
 
Atrilogy Solutions Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.
 
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
 
 
 
Brighette Neuroth | BNeuroth@Atrilogy.com
Office: (949) 381-1258 | Mobile: 714-717-3417
1 Jenner Suite 240 Irvine, CA 92618
 
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