Senior Manager, Service Desk

Position Summary

The Senior Manager, Service Desk Manager is responsible for all areas of the front-line IT customer support and will be proficient in knowledge of the overall IT infrastructure and business applications.

You will lead the Service Desk team globally and ensure that all major call centers are delivering world class customer service. You will identify top related problems within the service centers and plan and implement solutions to increase accurate delivery to customers. 

The Senior Manager will collaborate with business stakeholders across STERIS to determine future enhancements, integrations, service and software implementations.  You will also be an active participant in teh overall infrastructure and operations internation IT strategy.

*This position is located onsite in Mentor, Ohio five days a week. 

What You'll do as a Senior Manager, Service Desk

• Provide leadership and expertise in Service Desk operational best practices utilizing the ITIL reference model.
• Implement and maintain Information Technology Service Management System (ITSM).
• Manage the professional and technical development of management staff by coaching, setting goals, and monitoring delivery and quality of work.
• Provide senior leadership to establish a strong team environment for optimal customer service.
• Responsible for new hire recruiting, conducts performance reviews/promotions, and provides guidance on improving deficiencies for staff.
• Engage the appropriate IT resources for system outages or critical support incidents requiring immediate attention, including after hours.
• Responsible for continuous ITSM improvements and elimination of non-value added processes
• Develop IT Service Desk Strategy and ensure they align consistently with the overall STERIS plan
• Create and submit proposals and implement approved project plans.
• Maintain project plans to meet defined deadlines.
• Provide project status reports to senior management.
• Manages telephone support during high call volume from Global STERIS internal customers, determine when to create global issues/phone announcements for outages.
• Manage escalated customer incidents and service requests assigned to the Service Desk and all IT business groups.
• Manage the Service Desk policies and procedures relating to SOX (Sarbanes-Oxley) and standard operating procedures.
• On call 24x7

The Experience, Skills and Abilities Needed

Required:

• Bachelors Degree in Computer Science, Information Systems or related disciple with 8 years IT Management experience in a global support call center 
• In lieu of degree a minimum of 15 years of IT Management experience in a global support call center
• 4 years of experience working with Service Now
• Prior experience implementing and maintaining Information Technology Service Management (ITSM) solution for a global organization.
  • Major incident requests, knowledege, change and operational management, and problem management
• Experience in developing a long-term strategy of implementing and enhancing a global Service Desk model into a Service Center model
• Experience managing both operational and capex budgets 

Other: 

• Strong project management experience

What STERIS Offers

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being and financial future.

Here is a brief overview of what we offer: 

Market Competitive Pay
Extensive Paid Time Off and (9) added Holidays
Excellent Healthcare, Dental and Vision Benefits
Long/Short Term Disability Coverage
401(k) with a company match
Maternity and Paternity Leave
Additional add-on benefits/discounts for programs such as Pet Insurance
Tuition Reimbursement and continued education programs
Excellent opportunities for advancement in a stable long-term career

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