Senior Manager, IT Service Delivery

Job Title:

Senior Manager, IT Service Delivery at Altera

Base Pay Range: $/yr - $/yr
Additional Compensation: Annual Bonus

Responsible for leading the delivery of IT support services to end users across the organization. This includes managing support teams, enhancing the user experience, ensuring the effective operation of the service desk, and implementing best practices for incident management, service requests, and problem resolution. The role works closely with other IT leaders to align support strategies with organizational goals and technology initiatives.

• Contribute to the development of the end user support services strategy and drive the execution of that strategy.
• Define and standardize policies and procedures for IT support operations.
• Collaborate with IT leadership to ensure seamless integration of end user support with broader IT initiatives.

• Oversee daily operations of IT service desks and onsite support teams to ensure timely resolution of issues and service requests.
• Develop and monitor service level agreements (SLAs) and key performance indicators (KPIs) for the support function.
• Implement tools and technologies to enhance the efficiency of support services, such as ticketing systems, remote support tools, asset management, and knowledge bases.
• Drive escalation processes for major and high‑priority incidents.

• Promote a customer‑centric culture within the support organization, focusing on user satisfaction and productivity.
• Establish regular feedback loops with end users to identify areas for improvement.
• Develop self‑service tools and resources to empower end users and reduce support demand.

• Lead, mentor, and manage the end user support services team, including hiring, training, and performance management.
• Foster a culture of continuous learning and professional development within the team.
• Encourage collaboration and knowledge sharing across support staff.
• Analyze support trends, metrics, and user feedback to identify areas for improvement and implement solutions.
• Stay up to date on emerging technologies and best practices in IT support to drive innovation.
• Ensure compliance with industry standards, organizational policies, and regulatory requirements.
• Manage relationships with external vendors and service providers and ensure compliance with agreed service levels.

• Strong knowledge of ITIL frameworks and service management principles.
• Proven experience with IT support tools such as ticketing systems, remote support platforms, and endpoint management tools.
• Fundamental knowledge of M365 and infrastructure technologies such as networking, cloud computing, security, and data centers.
• Exceptional communication and interpersonal skills, with a focus on user satisfaction.
• Strong analytical and problem‑solving skills, with a proactive approach to challenges.
• Ability to manage multiple priorities in a fast‑paced environment.

• Bachelor’s degree in information technology, Business Administration, or a related field (master’s preferred). Related work experience will be considered in lieu of a degree.
• 7+ years of experience in IT support or service management, with 3+ years in a leadership/management role.

Job Type: Regular
Shift: Shift 1 (United States of America)
Primary

Location:

San Jose, California, United States

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.