Associate Manager- IT Service Delivery

The Associate IT Service Delivery Manager is key to ensuring an outstanding level of first and second tier IT service delivery by supervising a team of technicians to resolve incidents and service requests that are technical in nature and encompass a broad variety of technologies, including, but not limited to networking, Windows/ MAC/ Linux operating systems, backup, email, account administration, computer hardware and end user software, smartphone technologies, and IT compliance for a defined group of HID Global users.

In addition, the role will be an escalation point to provide first and second tier support for the efficient resolution of IT end user related incidents, service requests, and problems for HID customers. This role receives assignments in the form of objectives with defined goals and processes. This role guides and provides oversight to a team of IT service delivery professionals, ensuring objectives are met in accordance with established company policies.

The Associate Manager is responsible for administering policies that directly affect subordinate employees, with management reviewing work to measure achievement of objectives. This position is ideal for individuals seeking to develop their leadership skills while contributing to the success of the IT service delivery function., As our Associate Manager- IT Service Delivery , you'll support HID's success by

• Assigns, monitors, and manages IT Service Delivery technician duties, including resource scheduling, ticket management, and inventory management.
• Provides administrative, operational, and development functions for IT Service Delivery tools and management systems.
• Collaborates with IT management and global IT Service Delivery team members to, monitor, and enforce IT Service Delivery policies, procedures, and standards relating to incident, service request, and problem management processes.
• Trains, coaches, mentors, recruits, and participates in performance reviews for the Service Delivery personnel in their department.
• Develops and maintains IT training and instructional material for the IT Service Delivery team and for the end user community.
• Builds cross functional partnerships with other business groups to enhance overall customer service experience.
• Ensures that statistics and status reports are completed and modified to meet the changing needs of the department and to provide measurable goals.
• Provides limited technical support for Executive support, engineering, manufacturing, and other business systems for local offices.
• Exercises judgment within defined procedures and policies to determine appropriate actions for the team or individual team members.
• Provides mentoring and support to more junior staff.
• Responsible for the management of a small team of IT professionals
• Collaborates with other IT and business units to support the introduction or modification of computing services.
• Acts as an advisor to the unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems.
• Provides occasional after-hours support as may be needed.
• Oversee day-to-day IT service delivery operations, ensuring consistent, high-quality support for end users across assigned locations or business groups.
• Lead, coach, and develop a team of IT Service Delivery technicians, fostering a high-performance culture with strong customer-service focus.
• Manage workload distribution, resource scheduling, and ticket workflow to maintain efficient incident, request, and problem resolution.
• Serve as an escalation point for complex technical issues, providing guidance and hands-on support when necessary.
• Track performance metrics, produce service reporting, and drive continuous improvement initiatives to enhance service quality and operational efficiency.

Innovation:
You embrace challenges and want to drive change. You'll have opportunities to share insights and contribute forward-thinking ideas that shape future outcomes.

Integrity:
You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted. HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes. HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve.

As an equal opportunity employer, we consider all qualified…