It Service Desk Manager

Does this position interest you? You should apply – even if you don’t match every single requirement! We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work.
Does this position interest you? You should apply – even if you don’t match every single requirement! We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work.
A Brief Overview
Reporting to the VP Infrastructure & Operations, the IT Service Desk Manager will be accountable for the management of the Service Desk operations, including day-to-day running of the team, key metrics/targets and providing fantastic service to our 17,000 colleagues. As a member of the Infrastructure & Operations Management team, must be able to effectively communicate with senior members of the Business community as well as the IT organization.
What you will do:

• Represent the region by providing input and partnering with the Belron Service Management team.
• Driving the development and continuous improvement cycle.
• Defining, creating, and delivering IT Service Desk standards, that align with the Global Service Desk standards and processes.
• Address and resolve escalations.
• Delivering analytics insights and reporting around Service Desk performance and opportunities for Improvement, Automation and Knowledge Base articles to enable self-service.
• Direct management of the market Service Desk.
• Major Incident Management support, as needed.
• Participate in Service Design & Transition exercises as a result of Project implementations.

What you will need:

• Experience in an IT Service Desk Management role, directly involved in the day to day running of Service Desks
• Demonstrable experience of writing reports, preparing slides (using PowerPoint) and giving formal presentations
• Adept problem solver with the ability to focus on the overall goal
• 4-6 years Relevant experience
• Experience of ServiceNow ITSM tooling
• Demonstrable experience of collaborative working with teams locally and globally
• Bachelor’s degree in computer science or relevant field or relevant experience
• Comfortable interacting with Technology Leadership team
• Excellent working knowledge of the different ITIL processes

Skills And Abilities

• Communication skills – both written and verbal covering a wide range of stakeholder groups from management level to operational level
• IT Service Management and Service Improvement
• Strong self-motivation, ability to work independently when required
• Service ITSM and ITAM understanding
• IT Service Desk leadership

What you'll get:

• A benefits package valued at more than $10k*. This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days.
• Competitive weekly pay and bonus opportunities.
• View all our health, wealth and life offerings at www.safelitebenefits.com
• Up to $5,250 annually in tuition reimbursement.

Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.
--
Internal Associates: Already a member of the Safelite team? Apply through your Workday account by searching 'Find Open Jobs'.
Diversity: Safelite welcomes everyone. We value our diverse workforce and suppliers, and we’re proud to be an equal opportunity employer. Learn more at Safelite.com/Careers.
Benefit amounts are estimates only. Actual values will depend on benefit elections during enrollment.
This position description is not all inclusive for every aspect of this role. Reasonable accommodation will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job's essential duties because of an ADA disability. Other qualifications may be required to ensure employment eligibility in accordance with local laws and regulations and with Safelite Group, Inc. policies and practices.
--