What are the responsibilities and job description for the IT Service Delivery Manager position at Internal Career Site?
Overview
Awarded World’s Best Small Ship Cruise line, Windstar Cruises is known for intimate yacht style experience and unique voyages to the world’s best small ports and hidden harbors. Its three sailing yachts and three all-suite yachts carry just 148 to 342 guests and cruise around the world.
Our Mission: We imagine and deliver personalized and immersive experiences 180 degrees from ordinary
Our Vision: Enriching people’s perspective through inspired travel
Our Values: Welcoming, Innovative, Now, Discipline, Serve, Teamwork, Authentic, Responsible
We are seeking an IT Service Delivery Manager to be responsible for leading the IT helpdesk team in providing efficient and effective technical support to all internal users, with a particular focus on Windows/Mac OS, Office 365, Active Directory, SharePoint, and more. This role involves ensuring high-quality service delivery, managing IT projects, and developing strategies to enhance system functionality and user experience.
Responsibilities
Reporting to the Director, Continuous Innovation & Automation, the IT Service Delivery Manager will have the following responsibilities:
• Oversee the IT helpdesk team, ensuring effective scheduling, training, and performance evaluations.• Promote a collaborative team environment focused on knowledge sharing and continuous learning.• Establish and implement ITIL standards and refine policies and procedures for the IT helpdesk to improve efficiency.• Analyze performance metrics and service level agreements (SLAs) to drive continuous improvement.• Offer advanced technical support for issues related to Office 365, Active Directory, Microsoft SharePoint, and other applications.• Lead IT helpdesk projects, ensuring timely and budget-compliant execution.• Maintain detailed records of IT issues and resolutions, particularly those involving the specified technologies.• Generate regular reports for senior management on helpdesk activities and technology-specific challenges and solutions.• Triage helpdesk tickets to the different IT business units.• Provide end-user IT onboarding for new hires.• Ensure compliance with IT security policies, governance frameworks, and regulatory requirements.• Maintain strong relationships with business stakeholders, Xanterra IT, ensuring IT services align with business objectives.• Develop and maintain an IT service desk knowledge base.• Responsible for purchasing of equipment and maintaining a service delivery budget.• Other duties as assigned.
Qualifications
• 3-5 years or more experience with ServiceNow and ITSM• Comprehensive understanding of computer systems, networks, and software, particularly Microsoft-based technologies (O365).• Proven problem-solving skills and excellent communication abilities.• Demonstrated leadership and team management skills.• This role is in-office with standard work hours. Availability outside these hours may be required for emergency support or project completion.• Excellent written and verbal communication skills.• Experience with change management.• Ability to give instructions to a non-technical audience.• Knowledge of Windows and Mac operating systems.• Ability to troubleshoot all peripheral equipment. • Must be a team player.
EEO: Windstar is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.
