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| Job Location | United States of America |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | IT Operations / EDP / MIS |
| EmploymentType | Full-time |
Job Details: Job type: FulltimeLocation: Des Moines, IA and Moline ILJob description:Manages Teams of Technicians support field services operationsReviews performance metrics against Statements of Work to ensure SLA, KPI and CPI requirements are met.Interacts with customer business and IT contacts and shares performance reports as needed. May be required to manually create operational reports.Interacts with client, participates in service improvement programsAnalyzes reports and identifies improvement areas for technical performanceWorks with other technical teams to drive implementation of improvement activities including shift-left, lean IT, and automation.Effectively communicates to internal and external stake-holdersDetermines user needs and recommend potential new servicesTechnical RequirementsMust have Strong knowledge of IT operations management processes, automation and technologies, especially toward client and end user facing rolesMust Possess Knowledge of SD, Tier 1/2 Teams, basic voice, basic network, monitoring systems, tool ticketing systems and other infrastructure servicesShould be ITIL Foundation trained; ITIL certifications desired with Intermediate level certification will be preferred.Must have understanding of Knowledge Management, Problem Management, Quality Management and controls, Service Management, SIP or CSI Processes or have prior experience in working in support of such roles.Must be able to comprehend project management methodologies.Soft SkillsExcellent Communication Skills.Strong interpersonal skills coupled with exceptional organizational skills, demonstrable experience of delivering to deadlinesAbility to comfortably interact with business level customers and to conduct difficult discussions as needed while maintaining professionalismOther Skills / Experience Desired:Experienced working in a complex enterprise IT environment.Firm understanding of ITIL processes - Incident, Problem, Change, Asset, Knowledge, etc.Required Experience with IT ticketing tools (ServiceNow preferred)Experience:4-9 years of relevant experience preferred across a diverse range of Infrastructure services is preferred (Service Desk, Tier 2 teams: both onsite and remote, Collaborative Workforce, ITSM tools, Quality)
Keyskills :
communicationrganizationalinterpersonalskills