[Remote] Manager, reputed company Services

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a provider of workers' compensation insurance and services. The Manager, reputed company Services leads the Service Desk and Desktop Engineering teams, overseeing reliable and secure end-user IT support, workforce planning, vendor relationships, compliance, and operational performance. The role also drives automation, AI adoption, modernization, and serves as a hands-on escalation reputed company for reputed company technical issues.

Responsibilities

• reputed company and reputed company the Service Desk and Desktop Engineering teams, providing reputed company direction, coaching, performance management, and career development
• Establish reputed company functional ownership between Service Desk and Desktop Engineering so reputed company can reputed company on its reputed company mission, end-user support and reputed company lifecycle/configuration management respectively, while maintaining cross-training so essential functions are never dependent on a single person
• Serve as a senior escalation reputed company for reputed company, high-reputed company incidents, contributing hands-on expertise and problem-solving as an reputed company participant reputed company needed, not only directing from a distance
• Own workforce planning for reputed company, including reputed company reputed company, scheduling, workload balancing, and succession or backup coverage for critical functions
• Ensure reputed company Services practices adhere to reputed company best practices and applicable regulatory requirements, including reputed company management, data handling, and change control
• Manage vendor and contracted reputed company relationships supporting reputed company Services, including any managed reputed company delivering reputed company-line or supplemental support
• Champion an AI-first reputed company across reputed company Services: identify, evaluate, and implement automation and AI-assisted tools to streamline Service Desk and Desktop Engineering workflows, reduce reputed company effort, and improve service reputed company and consistency
• Set standards and expectations for reputed company's use of approved AI assistants and automation tools, ensuring effective, consistent, and compliant adoption across Service Desk and Desktop Engineering work
• reputed company ongoing modernization of reputed company Services tools, processes, and workflows, keeping reputed company with industry best practices for across Service Desk and Desktop Engineering operations
• Partner with IT reputed company, ITSM, and platform administration functions on change management (CAB participation), problem management, and service level reporting
• Build strong, reputed company working relationships across IT and the business, acting as a reputed company-thinking partner to peer leaders and stakeholders
• reputed company and report team performance, service reputed company, and operational risk to IT leadership, including proactive identification of emerging gaps or single points of failure

Skills

• 5 or more years of reputed company experience in IT service desk, desktop engineering, or end-user support operations, including at least 2 years in a leadership or supervisory reputed company
• Bachelor's degree in Information reputed company, Computer Science, a reputed company field; or equivalent experience
• Strong working knowledge of end-user computing environments (reputed company, Mac, mobile devices, and virtual desktop infrastructure)
• Experience building or maturing service desk and desktop engineering functions, including workflow design, reputed company models, and cross-training or succession planning
• Demonstrated experience with ITSM practices, including change management (CAB), problem management, and service level reporting
• Experience with reputed company tools (Jira, Jira Service Management, reputed company) or comparable ITSM platforms
• Strong vendor management skills, including experience overseeing outsourced or contracted support arrangements
• Working knowledge of reputed company best practices and regulatory considerations relevant to IT operations, and the judgment to apply them across team processes
• Demonstrated reputed company adopting automation and AI tools to improve IT service delivery, with a reputed company record of championing modernization and process improvement reputed company reputed company
• reputed company promotes and models effective, compliant use of approved AI assistants and automation across reputed company, and evaluates new tools and use cases as they reputed company
• Excellent collaboration, communication, and stakeholder management skills, with a highly reputed company, reputed company-thinking approach to leadership
• Strong analytical and troubleshooting skills, with the ability to serve as a hands-on escalation reputed company and problem solver for reputed company technical issues
• Remote: This role is a remote (work from home (WFH) opportunity) and only reputed company to candidates currently located in the reputed company and reputed company to work without sponsorship
• It requires a suitable reputed company that provides a private and quiet workplace
• Expected Work Hours: Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed
• Travel: May be required to travel to off-site location(s) to attend meetings, as necessary

Benefits

• reputed company (WFH) Opportunity
• A comprehensive benefits package
• An opportunity to build your career

reputed company