IT Support Services Manager

At Promethean...

We're on a mission to transform the way people learn and collaborate around the world. For over 25 years, we've been empowering educators, innovators, and business leaders with our award-winning interactive displays and software solutions that transform learning and workspaces into connected, creative environments.

Our company is rooted in our values, igniting a culture that fosters collaboration and innovation, as well as promoting an inclusive environment. As a global leader in edtech, we are also passionate about four key areas where we can make a difference: growing access to technology for underserved communities, encouraging our employees to take an active role in improving our world, promoting diversity and inclusion, and reducing our carbon footprint. Discover more about our corporate social responsibility initiatives.

As a member of #TeamPromethean, you'll have the opportunity to change lives with technology and directly impact education and the workplace for countless people every day. If you're passionate about education, collaboration, and making a positive global impact, we want to hear from you. Join us on our mission to transform the world, one student, one teacher, and one community at a time.

The IT Support Services Manager is responsible for leading the global IT service desk team to deliver high-quality service and customer engagement.

Key responsibilities include implementing Service Desk practices to enhance customer service and user experience. Manage service performance with defined metrics and benchmarks. Maintain standards and procedures to deliver effective incident and service request management.

Responsibilities:

• Supervise IT service requests, incidents, and problems, managing and coordinating urgent/complex support issues
• Act as an escalation point for all Service Desk requests and incidents
• Oversee IT asset management processes, to maintain an accurate record of IT equipment in use and in stock
• Facilitate the IT change management process, to maintain the reliability of IT production services
• Measure service level performance, KPI’s and trends; use standard service delivery metrics to track performance and drive continual service improvement
• Ensure that the Executive Leadership Team’s IT service needs are met on a proactive basis
• Supervise staff activities, schedule employees working times and provide backup support
• Train, coach, and mentor staff, including career development
• Manage the process for communicating service notifications to the organization
• Coordinate IT service delivery dependencies with internal partners and stakeholders

Requirements:

• 3+ years of previous experience managing a Service Desk function on a global basis
• Experience with managing ITSM processes, including service request management, incident management, problem management, asset management, change management
• ITIL certification is preferred, and Jira Service Management experience would be advantageous
• Extensive knowledge of computer hardware, application support with Microsoft applications, working with a range of diagnostic utilities and operating systems including Windows / macOS / iOS
• Proven track record of developing and monitoring SLAs and Service Desk deliverables
• Solid relationship management and communication skills. Ability to present ideas in business-friendly and user-friendly language
• Strong customer service orientation
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Keen attention to detail

Base Range: $80,000 - $109,000 + Bonus Eligible

Promethean provides a comprehensive and competitive benefits package that offers the flexibility and security to thrive both inside and outside of work.

Our benefits include: 

· Medical, Dental, and Vision Insurance 

· Spending Accounts (FSA and HSA) 

· Disability Programs 

· 401(k) Retirement Plan with Matching 

· Generous PTO and Holidays 

· Paid Maternity and Parental Leave Program

· Paid Volunteer Time Off 

· Reward and Recognition Program 

· Well-Being Programs (For example, company-wide health challenges) 

· And more!

Promethean is honored to be an equal opportunity workplace. We realize that by creating teams rich in diverse thoughts and experiences, our people, company and customers are free to thrive. We are committed to providing equal employment opportunities regardless of race, color, national origin, religion, creed, genetic information, sex (including pregnancy, sexual orientation or gender identity), age, marital status, disability, military or veteran status; or any other protected classifications or characteristics under applicable local laws. In addition, Promethean values privacy and the protection of personal information.

For information regarding personal information we collect and our use of such data please see our privacy policy: https://bit.ly/2I83hwP

Please contact [email protected] if you have an accessibility request at any point during the hiring process.

#Promethean #EdTechJobs