Manager, Service Support Jobs

Purpose of Position

The Manager of Service Support is responsible for the strategic vision, planning, execution, organization, and support of the Service Support teams. These teams include Service Desk and Application Support (A-Team). This position champions excellent support and end user experiences. The Manager of Service Support is accountable to lead, represent, and positively influence all responsibilities of the Service Support teams. The Service Desk provides Tier 1 and 2 first touch intake and resolution experiences, while ensuring consistent and accurate progression and escalations when necessary. The Application Support team, known as the A-Team, provides Tier 2 support to all NetJets applications in the Application Development domain.

Tasks And Responsibilities

• Collaborate with IT and business leaders to improve current partnerships and to expand Service Support technical executions and capabilities.
• Represent Service Support teams in all project management meetings and planned efforts that require Service Desk and A-Team participation.
• Ensure all Service Support teams are appropriately staffed and scheduled for all shifts to meet the needs of the business. Lead all recruiting, promotions, and personnel needs and changes within Service Support.
• Fully engage as a member of the Infrastructure Services & Operations management team. Represent the Service Support teams, providing updates and solutions for current and future operations, improvements, risks, and progress towards the defined 3 Year Plan.
• Responsible for Service Support annual budget activities. Ensure all projects, hardware, software, and accessory needs are met with requested budgets. Plan, order, and track all procurement activities in alignment with NetJets Procurement best practices.
• Oversee all Service Support reporting, metrics, and KPI’s. Continue to grow and evolve the use of data to continuously improve focused areas of IT support, project execution, vulnerabilities, etc. Tableau experience a plus.
• Lead and influence Service Support Teams (Service Desk and Application Support (A-Team)) in providing best in class customer service for all deliverables.
• Partner with Corporate Communications for yearly Customer Satisfaction survey and any needed communication to the NetJets enterprise regarding Service Support.
• Provide ~20 technical contributors, leads, supervisors, and contractors with technical and professional growth. Maintain and grow career paths, job descriptions and individual development plans (IDP) to maximize each team member.

Education

Bachelor's in Information Technology or Engineering

Certifications and Licenses

Years Of Experience

8-10 years of experience

Core Competencies

Adaptability

Collaboration

Curiosity

Service-Oriented

Strives For Positive Results

Knowledge, Skills, Abilities And Other (KSAOs)

• Ability to manage multiple projects, efforts, and activities concurrently. Experience with prioritization, requirements gathering, and project management.
• Minimum of 8 years in an IT role focused on IT and Application support.
• Developing end user experiences, communications, and surveys.
• Managing lifecycle refresh programs and technical calendars.
• Experience in crucial conversations, demonstrates ability to listen, learn, and communicate in tough and unfavorable situations.
• Leading technical application teams, delivering service and support to business end users via project requests or intake of ideas through SAFe or Sprint planning.
• Collaboration with global business users and vendor partners.
• Leading a 24x7x365 IT support environment, locally and globally.
• Understanding the ITIL framework, focused on incident management (including Major Incidents), problem management, and knowledge management.
• Drives positive service and experience outcomes.
• ITIL certification a plus
• Advanced communication skills to deliver the appropriate message at the right time to IT leadership, vendors, partners, direct reports, and the business.
• Exhibits leadership by example and influence, and not by title. Ability to let direct reports be experts in their own craft, while supporting, mentoring, and coaching along their journey.
• Minimum of 6 years in IT leadership, coaching, mentoring, and influencing IT contributors and leaders.