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Posted November 2nd

IT Services Manager

Atlanta, Georgia


Republic National Distributing Company logo

Employer

Republic National Distributing Company

Industry

Distributor

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Posted November 2nd

IT Services Manager

Atlanta, Georgia

Function

HR/Admin

Experience

Other

Type

Other

Overview

The IT Services Manager is ultimately responsible for improved Incident management, Knowledge management, and Service Request fulfillment. The associate will be responsible for assisting with initial triage of incident and service requests, ensuring all needed data to resolve incidents or fulfill requests are captured in the ticket, and conducting follow-up as appropriate. The IT Services Manager is responsible for determining appropriate weekly metrics that track velocity as well as open and aging tickets. The position ensures general IT Services housekeeping are completed. The IT Service Manager performs quality audits and escalates incidents as appropriate to ensure best in class customer service and effective resolution. The associate will also help implement standardized, organized, and structured processes and supporting procedures to better plan, deliver, operate, and manage RNDC's incidents and requests via the ITSM tool across all RNDC Markets.

Responsibilities

Manages the general workflow of ITSM incident and request fulfillment processes.

• Plan and prioritize Service Desk ITSM activities to ensure continuity of service.

• Open and review ITSM Service Desk tickets; ensuring the customer provides an appropriate level of information.

• Triage Service Desk tickets to appropriate support group, market, or Technical Systems Administrator (TSA).

• Ensure that Service Desk tickets are monitored in-line with SLAs and updated efficiently and effectively.

• Reviews closed incidents and requests to identify opportunities for knowledge article creation and service catalog offerings where gaps exist.

• Reduce tickets and ticket touchpoints via Self-Service (level 0) knowledge creation.

• Proactively communicate with the business to provide updates on outstanding incidents and requests.

• Assist in the investigation and resolution of issues relating to applications to assist the team in providing a high level of customer service

• Managing incident and request assignments across multiple locations to reduce TSA overburdening and increase efficiency.

• Innovate by identifying opportunities for ITSM process refinement using continual service improvement.

• Focus on providing excellent customer service and ingraining TSAs with a customer service mindset.

• Implements Quality Assurance by scoring Service Desk calls/tickets and providing TSA feedback through coaching and counseling.

• Administer Change Control by liaising and integrating with the Change Management team raising awareness of incidents created by changes.

• Build and maintain strong working relationships with key business users, associates, and support groups to provide a professional customer service approach.

• Monitors all requests, incidents, and problems reported by and to TSAs and escalates as needed.

• Participates in the Change Advisory Board meetings, evaluates upcoming changes, and communicates scheduled changes with the appropriate in-market TSA on a consistent cadence.

• Ensures a high level of focus and resolution for non-compliant end point security tickets.

• Triage and coordinate urgent support issues.

• Monitor and report on Customer Satisfaction through ServiceDesk surveys.

Qualifications

Bachelor's degree from an accredited college or university and 3-5 years of combined experience in information security, information technology, and IT Service Management. A degree in Computer Science, Information Technology, Computer/Data Systems Management or a related field or discipline is preferred. Experience providing IT support in related industry preferred. Some travel (up to 5%) required.

We are an Equal Opportunity employer.
Location
Atlanta, Georgia