IT Service Manager

Global Channel Management is a technology company specializing in recruiting and staff augmentation. Our account managers and recruiters have over a decade of experience across various verticals. GCM understands the challenges companies face in acquiring the necessary skills and experience to fill operational gaps. Our goal is to help organizations reduce training and labor costs while securing the best talent for the job.

The IT Service Manager must have a bachelor's degree in Computer Science or a related field, with 5-8 years of relevant technical and managerial experience in a Service Desk or similar environment.

• ITIL certification (expert or at least Service Management level)
• Experience with Change Management, WAN/LAN, VOIP, CISCO, and customer service
• Proven analytical and problem-solving skills, including technical troubleshooting capabilities for Tier 2/3 support
• Ability to design and manage incident management processes and policies for effective task prioritization
• Knowledge and experience implementing and measuring Knowledge Management and KCS processes
• Experience leading Incident Management assessments and driving positive change
• Exceptional interpersonal skills, with strong listening and questioning abilities
• Team-oriented with collaborative working skills
• Highly self-motivated, self-directed, and capable of working independently
• Excellent organizational skills and attention to detail
• Proficiency with MacOS, Ubuntu, Windows 7/10, Office suite, and standard business applications
• Additional experience with Cisco Unified Communications, Remedy, Office 365, Jira, Confluence, VMWare, and Splunk is a plus
• Extensive knowledge of hardware, including Windows and Apple desktops/laptops, iOS and Android devices
• In-depth technical knowledge of Telepresence, DLP, Airwatch MDM, client imaging, Active Directory, VOIP systems like Avaya, Ticketing systems, and anti-virus software
• Ability to develop and meet SLAs and OLAs based on business needs and team capabilities
• Experience developing KPIs, with weekly reporting and issue identification
• Experience working with global teams to develop and implement consistent processes and documentation
• Leadership skills to foster a positive, collaborative team environment
• Negotiation skills to partner with management for win/win solutions
• Ability to meet or exceed customer expectations and build effective relationships