Manager of Technology

CSC; Wilmington (DE); Remote; USD 90,000 - 120,000; Full time

Job summary

A leading company is seeking a Manager of Technology to oversee regional IT operations and enhance service management processes. This role involves team leadership, service desk management, and strategic planning to improve IT service delivery. The ideal candidate will have a strong background in IT service management, excellent leadership skills, and a commitment to customer experience. Join a collaborative environment that values professional growth and offers a competitive salary and benefits package.

Benefits

Competitive salary and benefits package

Opportunities for professional growth and development

Collaborative and inclusive work environment

Qualifications

• Minimum of 5 years of experience in IT service management, with at least 2 years in a leadership role.
• Proven experience managing both internal support teams and managed service providers.

Responsibilities

• Lead, mentor, and develop a team of level 1.5 support technicians.
• Monitor and evaluate the performance of the managed service provider.
• Track, analyze, and report on service desk metrics and KPIs.

Skills

Leadership

Communication

Interpersonal Skills

Analytical Skills

Education

Bachelor's degree in Information Technology

Bachelor's degree in Computer Science

Tools

ServiceNow

Job description

Manager of Technology

Remote- United States

Monday-Friday, 8:00am-5:00pm EST

Position Overview:

CSC hosts a growing and mission-critical set of applications for our customers and internal employees. The Regional IT Service Desk Manager will be responsible for regional operations and participate in the continuous improvement of our IT Service Management Processes using ServiceNow. This crucial role will require collaboration with leaders on accountability, ownership, and providing feedback loops.

As CSC’s global technology footprint continues to expand, this leader will work with business and technology leadership to ensure the appropriate support processes, standards, and policies are followed to maintain the operation of critical applications. Additionally, a customer centric and experience driven support model will be a central tenet for success. This leader will work with employees, vendors, and partners to deliver transparent and performance-driven support services.

The most qualified candidate will possess a diversified background of strategic thinking, technical infrastructure experience, demonstrated ITIL expertise, excellent customer service skills, and the ability to collaborate with and influence key leaders and stakeholders.

This role includes managing a team of Level 1.5 support technicians, our managed regional service desk provider, and collaborating globally with the service desk teams in our Asia Pacific region. The ideal candidate will possess strong leadership skills, a deep understanding of ITSM frameworks, and a commitment to operational excellence, customer experience, employee development, and service resiliency.

Key Responsibilities:

Team Leadership & Development:

• Lead, mentor, and develop a team of level 1.5 support technicians, fostering a collaborative and customer-centric culture.
• Conduct regular performance evaluations and provide coaching to enhance team capabilities.
• Manage staffing schedules to ensure optimal coverage and service delivery.

Service Desk Management:

• Serve as the primary liaison between the organization and the managed service provider.
• Monitor and evaluate the performance of the managed service provider, ensuring compliance with SLAs and quality standards.
• Collaborate with the managed service provider to implement process improvements and address any service issues.

IT Service Management (ITSM) Oversight:

• Ensure continuous improvements to ITSM processes, regional operations and projects.
• Collaborate in the continuous improvement efforts of Problem Management, Critical Incident Management, and Change Management.
• Perform trend analysis of tickets to look for opportunities to improve first call resolution, self-service, and speed of resolution.
• Maintain the operations of IT services, including major incident, problem, change, and knowledge management processes.

Performance Monitoring & Reporting:

• Track, analyze, and report on service desk metrics and KPIs using ITSM tools such as ServiceNow.
• Identify trends and areas for improvement, generating insights to support data-driven decisions on service quality and efficiency.
• Prepare and present reports on IT operations and support services performance to stakeholders.

Stakeholder Communication & Collaboration:

• Act as a key point of contact for regional user feedback and concerns.
• Communicate effectively with internal stakeholders to align IT support services with business needs.
• Collaborate with IT leadership in Architecture, Security, Engineering, and Operations to ensure remediations align with enterprise technology strategies and operational processes.

Continuous Improvement & Strategic Planning:

• Evaluate and enhance service desk processes, tailoring global best practices to fit local needs.
• Stay abreast of the latest trends in IT support and service desk technologies to ensure the service desk utilizes the best tools and practices.
• Manage and drive priorities, projects, schedules, resources, issues, and risks effectively.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field or equivalent training and education.
• Minimum of 5 years of experience in IT service management, with at least 2 years in a leadership role.
• Proven experience managing both internal support teams and managed service providers.
• Strong knowledge of ITIL framework and service management best practices; ITIL certification preferred.
• Proficiency in ITSM tools such as ServiceNow.
• Excellent leadership, communication, and interpersonal skills.
• Ability to analyze performance metrics and implement improvements.
• Experience managing budgets, resources, and vendor relationships.

Preferred Qualifications:

• Experience in a regional or multi-site IT support environment.
• Familiarity with incident management, change management, and problem management.
• Strong analytical and problem-solving abilities.
• Relevant certifications such as ITIL Expert, PMP, or COBIT are highly desirable.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and inclusive work environment.
• The chance to make a significant impact on IT service delivery across the region.

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