IT Service Delivery Manager

AAC is seeking an IT Service Delivery Manager for a client in Glen Rock, NJ. This person will lead a team of IT Service Desk Analysts across the Northeast. The role will provide ongoing support to the IT Service Desk Analysts and IT Operations team as a whole, monitoring the Freshservice ticketing system and constantly striving to improve the services delivered by the team.

** This position can be worked on a hybrid/remote schedule with 3 days on-site, and 2 days remote per week. **

RESPONSIBILITIES:

• Lead and manage the IT Service Desk team as they troubleshoot issues at sites across the Northeast, providing the necessary strategic and operational direction
• Utilize data analytics to monitor performance of IT Service Desk Analysts through Freshservice ticketing system
• Develop and execute best practice for analytics, metrics, reporting, tooling, and automation that drives scale and efficiency, in line with group standards
• Generate forms and operate Freshservice dashboards as needed for best practices above.
• Work with vendors and the US IT Operations team to deliver IT services within SLAs
• Establish working relationships with service users to ensure they are getting the most value from the IT services/technology available
• Ensure IT Service Desk Analysts are developed and have the required skills to deliver services to add value to the organization
• Implement and enforce ITIL best practices within the service desk operations to optimize service delivery processes
• Prepared and deliver comprehensive monthly reports to senior leadership, highlighting key performance metrics, tends, and areas for improvement

REQUIREMENTS:

• Bachelor s degree in IT or related disciple, or relevant experience
• Minimum of 5 years relevant IT leadership experience (e.g. Supervisor, Lead, Manager)
• Experience managing 3rd party partners for L1 support and/or field support
• Hands on experience with Freshservice or comparable ITSM platforms preferred
• Experience managing service desk operations across multiple locations is preferred
• Strong analytical skills with the ability to interpret data, generate insights, and drive informed decision-making
• Excellent leadership and communications skills to effectively interact with stakeholders at all levels
• Proficient in using Power BI to create insightful reports and dashboards that monitor service desk performance, analyze trends, and identify opportunities for process improvements, enhancing the efficiency and effectiveness of IT support operations.