IT Service Desk Manager IT / Operations | Tampa, FL | Full Time
The Position:
We are looking for a senior global and hands-on leader to oversee the process of IT service management and help desk support. You will oversee a team that is directly responsible for supporting employees with the best user experience while achieving our strategic vision. You will interface with many cross-functional teams to help them maximize their capabilities. This role is critical to drive success in operational processes that deliver mission-critical services to our organization.
What You Will Be Doing:
• Provide technical support for hardware, software, and network issues our users encounter
• Employee on-boarding and off-boarding
• Provide hands-on end user training
• Lead the charge to deliver an end-to-end ITSM platform which includes ITIL process design, solution design, technical tooling & automation design requirements, and implementation on a Service Management Platform – Includes governance and oversight of services and process
• Integrate and support world-class 24x7x365 systems availability and optimal performance through effective Incident and Service-Level Management processes, executive communications, and return-to-service activities
• Analyze and review Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency of and eliminate service impacting events
• Evolve our service management model to enhance the support experience for all employees
• Direct change scheduling to ensure minimum possible impact to operations and user experience
• Design, document, and support technical processes for Problem Management/Resolution for system issues. Drive to resolution and report on root cause for all problem events and outages.
What We Need From You:
• 8+ years of related consulting or industry relevant experience and strong analytical and problem-solving skills; ability to develop hypotheses, frame problems, and generate relevant insights based on supporting data
• Experience with Windows, Linux and MacOS, Microsoft Office 365 Suite
• Bachelor's degree from an accredited college/university with exceptional undergraduate performance from a top tier undergraduate institution within a field of study in Business, Technology, Computer Sciences or related experience
• Experienced with IT Service Management, predominately change, asset, configuration, incident management, framework across Service Strategy, Design, Transition, Operations, and CSI and experience operating within or driving the foundation or implementation of one or more phases of the ITSM framework in your current or a previous role; ITIL foundations certification is a plus
• Exceptional oral and written capabilities with demonstrated experience developing well structured, logical, and audience relevant communications; must have strong MS PowerPoint and MS Excel skills
• Demonstrated project management and agile methodology skills, experience working directly with multiple levels of the corporation, and experience overseeing large transformation activities
• Willingness to travel when required, approx. 25%
About OPSWAT
OPSWAT is a global leader in critical infrastructure cybersecurity that helps protect the world's mission-critical organizations from malware and zero-day attacks. To minimize the risk of compromise, OPSWAT Critical Infrastructure Protection (CIP) solutions enable both public and private organizations to implement processes that ensure the secure transfer of files and devices to and from critical networks. In total, 98% of U.S. nuclear power facilities and more than 1,000 organizations worldwide spanning Financial Services, Defense, Manufacturing, Energy, Aerospace, Transportation Systems trust OPSWAT to secure their files and devices; ensure compliance with industry and government-driven policies and regulations, and to protect their reputations, finances, employees, and relationships from cyber-driven disruption. For more information, visit www.opswat.com .
OPSWAT is an equal opportunity employer. We celebrate diversity and are committed to providing an environment where equal employment opportunities are extended to all employees and applicants, free of discrimination and harassment of any type. All employment decisions are based on individual qualifications, job requirements, and business needs without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other category protected by federal, state, or local laws.