What are the responsibilities and job description for the Manager, IT Service Desk, NA position at Vantage Data Centers?
À PROPOS DE VANTAGE DATA CENTERS
Vantage s’engage à être un lieu de travail d’inclusion, d’équité, de respect et d’acceptation. Nous célébrons la diversité et cherchons intentionnellement des occasions d’apprendre des expériences de chacun.
Vantage Data Centers alimente, refroidit, protège et connecte la technologie des plus grands joueurs hyperscale, des fournisseurs de solutions infonuagiques et des grandes entreprises. Présente dans six marchés en Amérique du Nord et six en Europe, Vantage innove dans la conception des centres de données pour offrir des gains spectaculaires en termes de fiabilité, d’efficacité et de durabilité ainsi que des environnements flexibles qui peuvent évoluer aussi vite que le marché l’exige. Vantage connaît une croissance exponentielle grâce à ses installations nouvelles jumelées à ses acquisitions à travers l’Amérique du Nord et l’Europe.
IT Department
The IT Department for Vantage Data Centers is very hands-on. In most cases, we specify, purchase, configure and maintain all networking and server hardware. We also work closely with partner VARs to learn about the latest technology changes so we can make informed purchase decisions. The IT department is always looking for ways to strike the best balance between technology, performance, and cost.
Vantage IT also participates in designing each of our new data center building’s networking infrastructure, including but not limited to diverse pathways connecting to carriers, meet-me room (MMR) hosting (rack, cabs, ladders, cross connect panels…), wireless AP (Access Points) coverage, etc. If you like getting your hands dirty and helping to design, build and maintain IT infrastructure in a modern data center, then come work at Vantage. We are expanding with many new builds!
Position Overview
This role is onsite 5 days a week located in Denver, CO.
Vantage is looking for a meticulous, hands-on Manager, IT Service Desk to support the North American region with a global outlook adding value and consideration to the global support of Vantage. You will join the IT Service Desk team in providing professional and effective IT Support giving focus to the IT Service team to provide an excellent internal customer experience through the delivery of a pragmatic and cost-effective technology solutions. You will work closely with key senior leaders throughout the business to ensure IT services are fit for purpose, consistent and adding value to our fast-paced and growing enterprise.
Essential Job Functions
- Lead and manage the IT Service Desk team in the NA region, ensuring efficient and effective support for all IT-related issues, while fostering a collaborative and high-performance work environment.
- Drive continuous improvement initiatives to enhance customer satisfaction and service delivery, leveraging data-driven insights and feedback to implement best practices
- Oversee workflow management in ServiceNow, ensuring that all incidents, requests, and changes are handled promptly and accurately, and optimizing the use of the platforms to improve efficiency.
- Ensure a formal induction and training process for new starters, and provide ongoing training and documentation for existing employees to maintain high standards of service
- Monitor, analyze, develop and implement strategies to improve service desk processes, and performance metrics, implementing corrective actions as needed to achieve continuous improvement
- Ensure compliance with ITIL best practices and company policies and promote adherence to these standards across the team.
- Manage the IT Service Desk Team members, including their career development, performance reviews and ensuring they work efficiently and effectively to meet organizational goals.
- Act as the point of escalation for major incidents, ensuring coordination of resolving parties, effective communication to end users, and management of expectations.
- Ensure all Service Level Agreements (SLAs) are adhered to and high service levels are maintained, consistently meeting agreed Key Performance Indicators (KPIs).
- Work with the Asset Manager to maintain hardware standards, validated product lists, and support contracts within the Configuration Management Database (CMDB).
- Identify opportunities to fully utilize unused or partially used IT hardware and software assets, maximizing the value of existing resources.
- Collaborate closely with peers within the IT organization to ensure alignment and effective support across all IT functions.
- Provide regular reports and updates to senior management on service desk performance and customer satisfaction, highlighting key achievements and areas for improvement.
- Identify best practices and conduct periodic reviews of departmental processes, ensuring efficiencies are identified and implemented in response to changing business needs.
- Ensure the effective delivery of quality IT solutions, delivered on time, within budget, and in line with business requirements.
- Ensure appropriate support models are in place for all IT solutions, providing reliable and consistent support to end users.
- Ensure effective communication within the team and with the wider business, fostering a culture of transparency and collaboration.
- Collaborate with IT business partners, peers, and stakeholders to understand their needs and provide tailored support solutions, escalating and communicating issues to senior IT leadership as necessary.
- Serve as a subject matter expert to internal stakeholders on IT service-related matters across the North American region, providing guidance and expertise.
- Maintain and develop company processes and procedures within the Chief Technology and Information Office (CTIO), ensuring they are up-to-date and effective.
- Analyze specifications, proposals, and other documentation to prepare, review, and comment on time, cost, and labor estimates for projects, ensuring accuracy and feasibility.
- Understand and handle competing priorities in a fast-paced environment, effectively managing time and resources.
- Develop and maintain relationships with subcontractors, partners, and vendors, with an effective understanding of budget management, including both operational and capital expenditures (OPEX and CAPEX).
- Perform additional duties as assigned by management, demonstrating flexibility and adaptability in response to changing business needs.
Job Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience preferred.
- Proven experience in managing an IT Service Desk, preferably within a multinational organization, demonstrating strong leadership and management skills.
- Experience with ITSM tools, preferably ServiceNow and ITIL, within a global enterprise, with a focus on Incident, Request, and Change management.
- Proficiency in working across a cross-platform environment (Mac & PC), with excellent knowledge of the Microsoft stack, including Active Directory (AD), Intune, Microsoft 365 (M365), and JAMF.
- Excellent written and oral communication skills in English, with the ability to effectively convey technical information to non-technical stakeholders.
- Ability to lead and motivate a team, fostering a positive and productive work environment, and promoting collaboration and teamwork
- Strong problem-solving and analytical skills, with the ability to identify and resolve complex technical issues.
- Excellent customer service and problem-solving, analytical, presentation and interpersonal skills and the ability to interact and communicate effectively with Senior Executive to CxO-level.
- Travel is expected to be less than 5%
- Ability to work under limited supervision, both independently and within a team environment, demonstrating self-motivation and initiative
- "Ability to effectively prioritize and execute tasks in a high-pressure environment, managing multiple competing priorities.
- Good knowledge of applicable software licensing terms, license models, and enterprise maintenance and support contracts.
- Experience working with service providers in an international context, demonstrating cultural awareness and adaptability.
Physical Demands and Special Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 25 pounds.
Additional Details
- Salary Range: $110,000-$115,000 Base Bonus (this range is based on Colorado market data and may vary in other locations)
- This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.
- Compensation for the role will depend on a number of factors, including your qualifications, skills, competencies, and experience and may fall outside of the range shown.
#LI-Onsite #LI-CM1
Vous ne remplissez pas toutes les exigences ? Veuillez tout de même poser votre candidature si vous pensez être la bonne personne pour le poste. Nous sommes toujours prêts à discuter avec des gens qui adhèrent à notre mission et à nos valeurs.
Nous travaillons dans un environnement sans orgueil et sans arrogance. Nous mettons tout en œuvre pour nous construire et nous soutenir l’un l’autre, en appréciant les forces de chacun et en respectant les faiblesses d’autrui. Travailler ensemble est un plaisir, et nous cherchons toujours le moyen de rendre le travail encore plus agréable. Notre dur labeur et notre efficacité sont récompensés par une rémunération globale supérieure à ce qu’offre le marché. Nous proposons un régime de soins médicaux et d’assistance, un régime de retraite et des congés payés au-delà des attentes du marché.
La sécurité est toujours une priorité. Pendant la COVID, tout le personnel qui le peut, travaille à distance et des mesures appropriées ont été prises pour assurer la sécurité des employés occupant un poste essentiel sur place. Peu importe votre lieu de travail, nous vous fournissons la technologie nécessaire avant ou le jour même de votre entrée en poste.
Les avantages qu’il y a à faire partie de l’équipe de Vantage s’expriment clairement tout au long de l’année par l’entremise d’un éventail d’avantages sociaux, de marques de reconnaissance, de formations et de développement, sans oublier que vous saurez combien votre contribution rehausse la valeur de l’entreprise et de notre communauté.
Vantage Data Centers does not accept unsolicited resumes from search firm agencies. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Vantage Data Centers.
Salary : $110,000 - $115,000
