Job Summary:

The Sr Manager of IT Services is responsible for managing the daily operations of the Service Desk, managing the service desk team, representing the team to other stakeholders, setting the strategic direction, and helping to ensure that the service desk is constantly developing and improving. The role is part general management, part service operations and part special projects. The breadth of the role will be 80% North America, but with time allocated to overseeing IT support activities in both Israel, Europe, and other parts of the world to help standardize our IT services.

Primary Responsibilities:

• Responsible for overseeing the day-to-day activities of service desk operations to ensure that business user IT needs are met, and the IT infrastructure is available to enable Mueller offices and sites to focus on core business operations.
• Provides the leadership to the ITSC team to foster a service culture focusing on excellence & promoting the customer experience.
• Acts as the escalation point to senior management on IT Service Operation issues. Communicates issues impacting daily operations and provide updates on resolution.
• Drives internal service improvements and ensuring high levels of process adherence. This includes the introduction of metrics & reporting to monitor the continuous improvement.
• Selects, trains, and evaluates performance of IT support personnel. Prioritizes activities to optimize personnel and system performance.
• Coordinates with IT Services Operations Manager to develop and recommend process and tool changes to resolve processing issues and enable more efficient operations.
• Collaborates with Security and Infrastructure on crisis management processes and resolution.
• Ensures all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Partners with core vendors and manages all costs in line with operation and capital budgets

.

Qualifications:

• 10+ years industry experience, with 5+ years' experience leading technical organizations, preferably in a large-scale and diverse environment.
• A strong background and thorough understanding of the IT Service Environment.
• 2+ years' experience with IT Service Management (ITSM) tools (e.g. ServiceNow, Remedy).

• BSc/BA in Computer Science, IT or relevant field.

• Possesses a thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• The ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
• A demonstrated passion for service improvement.
• Leadership skills with the ability to motivate, engage and drive high performance teams.
• Excellent people management skills with the ability to guide, coach and develop team members.
• Excellent written and oral communication skills, including the ability to confidently present to all levels of management.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other category protected by law.