Job Summary

The Manager, Site Support - US and Canada provides leadership, coaching and direction of the Americas service delivery team. The Americas service delivery team includes team members across US and Canada. The manager is responsible for all aspect of IT desk side support including implementation in conjunction with the global Infrastructure, regional and IT strategies while providing superior service.

Responsibilities:

• Define, set and implement standard operation procedures (SOPs) regarding end user support, on/off boarding, PC deployment/reclamation to drive and adhere to globally consistent processes
• Drive continuous process improvements through Vertiv Operating System (VOS) principles and automation to drive efficiencies for our end users and service teams
• Responsible for level 2 (desk side support) projects, programs and day-to-day support
• Responsible for management of key vendors related to PC support, deployment, printers, and other IT users' equipment and deployment
• Own escalations from business and ensure correct resources assigned to resolve issues effectively and efficiently.
• Mentor staff and takes responsibility for HR aspects of team management including regular reviews
• Monitor L2 service ticket performance along with actions to resolve poor performance and actions to improve.
• Set and monitor team and individual objectives
• Review and act on metrics for continual improvement of service delivery
• Accountable to meet or exceed service level standards
• Other duties as assigned

Requirements:

• Bachelor's Degree or equivalent management and technical experience required
• 5 years of experience in IT field; with 2+ plus years of supervisory experience.
• ITIL v3 foundation certification is a requirement, ITIL practitioner certification is an advantage.
• Proficient in Excel and Power Point
• Deep technical knowledge of PCs, printers, OS, applications, network and other critical IT systems
• Ability to build, lead and drive a high performing team
• Ability to build professional relationships in a personable manner with senior leaders and provide world class service
• Proven record of continuous process improves and innovative thinking to accomplishment and drive efficiency.

About Vertiv

Vertiv is a $5.0 billion global critical infrastructure and data center technology company. We ensure customers' vital applications run continuously by bringing together hardware, software, analytics and ongoing services. Our portfolio includes power, cooling and IT infrastructure solutions and services that extends from the cloud to the edge of the network. Headquartered in Columbus, Ohio, USA, Vertiv employs around 20,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [email protected].