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  • Globa Channel Management, Inc.
  • 07/27/18
  • Cambridge, MA
  • 02138
  • 58 / Hourly
  • Contractor
IT Service Manager must have a bachelor's degree in Computer Science or related field, and 5-8 years of related technical and managerial experience in a Service desk or similar environment.

IT Service Manager requires:

ITIL expert or at least Service Management.
Prior experience in motivating, directing, and providing feedback to an international team
Proven analytical and problem-solving abilities. Technical troubleshooting capabilities allowing the candidate to act as a tier 2/3 support representative critical.
Ability to design and manage an incident management process/policy which allows for the effectively prioritization and execution of tasks in the correct order.
Experience implementation Knowledge Management with related experience measuring the effectiveness of the KCS processes.
Experience measuring the effectiveness of Change Management in relation to the Incident, Event and Problem Management processes.
Experience leading Incident Management assessment and improvement processes with examples of how the candidate was involved in leading positive change.
Exceptional interpersonal skills, with a focus on listening and questioning skills.
Team-oriented and skilled in working within a collaborative environment.
Highly self-motivated and self-directed. The ability to be self-sufficient is critical.
High attention to detail and excellent organization skills.
Highly skilled with MacOS, Ubuntu, Windows 7, 10 as well as the Office suite and standard business applications is critical.
Experience with the following services is a plus: Cisco Unified Communication stacks, Remedy (support and as an Incident Management tool), Office 365, Jira, Confluence, and VMWare.
Extensive knowledge of computer hardware including both Windows and Apple desktops and laptops as well as IOS and Android mobile device experience.
Successful candidate must have in depth technical knowledge of Telepresence, DLP, Airwatch MDM, client imaging software, Active Directory, Avaya or similar VOIP phone system, Ticketing systems, and anti-virus.
Experience with , Splunk s a plus.

IT Service Manager duties;

Develop and meet SLA and OLA's for Service Desk tickets with data based on the needs of the business and the realistic capabilities of the team.
Develop and implement KPI's with weekly reporting and identifying issues which may require attention.
Working with global teams to develop and implement consistent processes, identifying exceptions within region and providing documentation.
Leads a positive team creating an environment which encourages team and collaboration first..
Collaborative and capable negotiation skills allowing the candidate to partners collaboratively with company management finding "win/win" solutions.
Anticipates and meets, or exceeds, internal and/or external customer expectations and requirements; establishes and maintains effective relationships with customers and gains their trust and respect.

Job Closed

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