IT Service Desk Manager

Overview

Reporting to the VP Infrastructure & Operations, the IT Service Desk Manager will be accountable for the management of the Service Desk operations, including day‑to‑day running of the team, key metrics/targets and providing fantastic service to our 17,000 colleagues. As a member of the Infrastructure & Operations Management team, must be able to effectively communicate with senior members of the Business community as well as the IT organization.

• Defining, creating, and delivering IT Service Desk standards, that align with the Global Service Desk standards and processes.
• Direct management of the market Service Desk.
• Driving the development and continuous improvement cycle.
• Delivering analytics insights and reporting around Service Desk performance and opportunities for Improvement, Automation and Knowledge Base articles to enable self‑service.
• Participate in Service Design & Transition exercises as a result of Project implementations.
• Address and resolve escalations.
• Represent the region by providing input and partnering with the Belron Service Management team.
• Major Incident Management support, as needed.

Bachelor's Degree in Computer Science or relevant field or relevant experience (Required).

• 4-6 years Relevant experience (Required).
• Experience in an IT Service Desk Management role, directly involved in the day to day running of Service Desks.
• Experience of Service Now ITSM tooling.
• Comfortable interacting with Technology Leadership team.
• Excellent working knowledge of the different ITIL processes.
• Adept problem solver with the ability to focus on the overall goal.
• Demonstrable experience of collaborative working with teams locally and globally.
• Demonstrable experience of writing reports, preparing slides (using PowerPoint) and giving formal presentations.
• Excellent English language written and spoken.

• IT Service Desk leadership.
• IT Service Management and Service Improvement.
• Service ITSM and ITAM understanding.
• Communication skills – both written and verbal covering a wide range of stakeholder groups from management level to operational level.
• Strong self‑motivation, ability to work independently when required Bias for action.

Diversity:
Safelite welcomes everyone. We value our diverse workforce and suppliers, and we’re proud to be an equal opportunity employer. Learn more at Careers

This position description is not all inclusive for every aspect of this role. Reasonable accommodations will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job’s essential duties because of an ADA disability.

Benefit amounts are estimates only. Actual values will depend on benefit elections during enrollment.

• Seniority level:
  Mid‑Senior level
• Employment type:
  
  Full‑time
• Job function:
  Information Technology
• Industries:
  Vehicle Repair and Maintenance