IT Support Manager

Job Description

Job Title: IT Support Manager

This position reports to the Global IT Support Director – Employee IT Services.

Location: Staines, UK

Company

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

Team

The IT Support team at ServiceNow strives to deliver world-class employee support experiences. We are a customer-centric organization, and we use innovative thinking and advanced technologies to optimize our operations and improve user experience.

What you get to do in this role:

The IT Support Manager provides overall leadership and oversight for delivery of effective Employee IT Services support to all local and remote locations in EMEA.

The scope of responsibilities includes management of IT Support Operations and Endpoint Infrastructure services, including oversight of related and on-call support and technology upgrade/refresh initiatives.

Essential Functions

• Leads IT Support operations and continues to drive a customer- centric approach
• Oversees all aspects of IT Support Operations and Endpoint Infrastructure operations including plans, implementation, deployment, support and maintenance functions
• Ensures timely, accurate, and complete assistance to ServiceNow employees in the areas of Computer support, desktop applications, printers, and mobile devices according to set Service Level Agreements and IT procedures
• Monitors IT Service Desk (application and desktop/tablet support) operations and escalations of service requests to various tier support teams, application development, business units, and IT senior management when appropriate
• Identify and evaluate innovative and advanced technical solutions to help drive IT Support’s self-service and shift left strategy
• Provides strong leadership and management for a diverse team, including recruitment, training and development, performance and appraisals
• Serves as the principle representative of the end user community and represents its views and changing needs back to the Global IT operations
• Implements applicable industry best practice support model to improve ServiceNow’s IT operations maturity level and move to a more customer-centric support focus for all IT services
• Oversees desktop support problem resolutions to identify trends and ensures that support procedures are being followed
• In consultation with IT senior management, establishes, communicates, and monitors IT support service level agreements (SLAs)
• Establishes and manages procedures to ensure effective support coordination between IT Service Desk (tier 1), tier 2, and tier 3 resources
• Tracks, measures and reports on key support performance metrics (SLAs) for the IT EMEA Support team
• Responsible for the development and delivery of reporting and trending for management covering all processes, especially availability, reliability and incident management
• Manages a crisis management system to streamline notifications and resolutions during an enterprise wide outage
• Performs trending and root cause analysis on reports and statistical data received from IT EMEA Support to identify and develop strategies for addressing chronic issues
• Leads ServiceNow’s endpoint hardware and software modernization initiative
• Develops, implements and manages IT asset management processes and procedures for hardware and software
• Adheres to policies and procedures for all IT endpoint infrastructure operating environments
• Ensures comprehensive management of ServiceNow technology assets, ensuring maximum value from expenditures, licensing compliance and refresh cycles
• Develops and manages budgets associated with the IT Support Services Operations and Endpoint Infrastructure projects
• Supervises employees including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and/or termination or recommending termination

In order to be successful in this role, we need someone who can:

• Conducts regular meetings with business client to acquire feedback on IT services at enterprise level
• Provides management reports on IT EMEA Support operations, SLA’s and issues regarding the support of IT resources
• Perform other duties as assigned

Required Knowledge, Skills, And Abilities

• Advanced knowledge of IT systems and customer support operations management
• Advanced knowledge of Mac and Windows Operating systems
• Advanced technical knowledge of networks and communication systems
• Working knowledge of Help Desk operations
• Advanced ability to lead infrastructure technology projects for enterprise endpoint (desktop/tablet/smartphones) hardware/ software upgrades
• Ability to learn new technology and keep abreast of the latest technological advances
• Awareness of EMEA regional and country-specific regulations and data sovereignty laws (such as GDPR)
• Strong customer-focus and demonstrated experience working with/meeting business users’ requirements
• Proven service management skills – setting and measuring SLAs and KPIs
• Excellent analytical and problem-solving abilities
• Ability to efficiently manage multiple initiatives simultaneously
• Strong interpersonal relationship, team building, collaboration and objective facilitation skills
• Strong verbal and written communication skills

Education, Experience Requirements

• Bachelor’s degree in IT or related discipline or experience
• 5+ years IT operational experience
• 3+ years experience managing IT Customer support operations (help desk/service desk/desktop) with staff
• 3+ years experience implementing ITIL methodologies to proactively monitor infrastructure environments using service desk ticket management and asset management systems

EEOE Statement Section

ServiceNow’s EEOE statement is automatically added to each U.S. based job description.