Are you passionate about leading a team of IT professionals to deliver excellent customer service and support? Do you have experience in managing complex ICT projects and processes across multiple locations? Do you want to work for a global company that values innovation, collaboration, and diversity? If yes, then we have an exciting opportunity for you!

We are looking for a Sr. Manager, ICT Service Management and Systems Administration to join our ICT team and oversee the operations of our technical help desk. You will be responsible for implementing and maintaining help desk processes, leading efforts to improve customer satisfaction, and serving as the process owner for various ICT areas. You will also work closely with business leaders on key business and ICT projects that directly affect productivity, and manage multiple, simultaneous business critical projects and project plans. You will also manage the staff and workflow of a geographically diverse help desk team, and act as the escalation point and facilitator for severe, critical, or unique issues.

To be successful in this role, you will need:

Competencies

• Collaborates, Balances Stakeholders - To ensure operational excellence.
• Action Oriented - Develops a highly sufficient user-support model for the business applying the right resources and skills to solve the right problems, and to deliver high-quality and responsive customer services Creates and maintains effective training programs for the Help Desk team to gain technical knowledge and enhance career advancement.
• Builds Effective Teams - Drive high-performing teams by unlocking potential driving performance management, provide coaching & create an engaging environment while participating as an active member of the Center of Acceleration in order to deliver expert knowledge on services and/or products and digital product strategies.
• Customer Focus - Establishes performance metrics and programs to continuously improve the quality of customer service.
• Optimizes Work Processes - Develops Service Level Agreements (SLAs) to establish clear problem resolution expectations and timeframes.

Technical/Functional Skills

• Continuous Service Improvement mindset focused on Help Desk, and Help Desk Management, ITIL processes and tools.
• Vendor management ??? manage relationships with technology vendors and service providers to ensure compliance with service level agreements (SLA?۪s) and contracts.
• Evaluate vendor performance.
• Experience with monitoring and reporting on KPIs, SLAs, ITIL process, status and speed of resolution of inquiries.
• expectations/metrics/SLAs and that standards and processes are followed and in alignment with Global Help Desk
• Oversee solutions/knowledge base repository, ensuring top-quality solutions and instruction guides are available to all staff.

Qualifications

• Bachelor?۪s degree in a related field, 8 years direct experience may be substituted for education as well as meeting further listed requirements.
• 5+ years professional experience in related areas demonstrating deep exposure to Help Desk Management.
• 1-3 years management of technology/help desk teams of at least 2 direct reports
• Prior experience with technology road mapping and strategic development
• Prior experience designing, implementing and maintaining procedures and tools (including selection) for the correct recording and progress of all incidents & requests (ITIL preferred)
• Experienced with oversight of Balanced Scorecard metrics (definition, calculation, reporting cadence, and continuous improvement).
• Proven Project Management skills
• ITIL certification strongly preferred

Additional Preferences

• Prior experience in the management of and the creation of key metrics enabling forward thinking and predictive management (Management through Metrics)
• Proven process improvement orientation
• Salesforce experience

If you are interested in this position, please apply online with your resume and cover letter. We look forward to hearing from you!

Additional Information

Travel Requirements: Minimal

Work Location: Office (Fort Collins), Hybrid or Remote, This position is available to remote in US and Canada, will consider other locations that can work hours for service needs based on US timezones.

Base Compensation: $87,000 ??? 108,000 is the projected range of annual base salary for this role depending on the candidate?۪s overall qualifications and experience. You may also be eligible to receive bonus and benefits.

At Prosci, you?۪ll find more than a job. Here, you can be you, contribute to meaningful work in the world, enhance your overall wellness, co-create your professional experience, find your flow, and learn and grow. Our global team is rich in experiences and passion for helping our clients create change success.

We offer a motivating total compensation package, inclusive of our Prosci Bonus Incentive Program and comprehensive wellness benefits, including generous paid time off, holidays and volunteer time, medical, dental, vision, long-term and short-term disability programs, life insurance, a 401k matching program, LinkedIn Learning access, and multiple employee-led interest and resource groups.

We hope you're interested in making a difference with us. Even if you don't feel that you meet every requirement listed in this job description, we still encourage you to apply.

Prosci is an equal opportunity employer that is committed to inclusion and diversity. Employment opportunities at Prosci are available to all applicants, without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. You can learn more about our efforts to build a more inclusive, equitable and diverse organization: https://www.prosci.com/about/dei.

If you require assistance due to a disability applying for open positions, please submit a request to: applicantsupport@prosci.com.

About Prosci

Founded in 1994, Prosci is a global leader in change management and the provider of choice for 80% of Fortune 100 companies. Prosci combines scientific research with the people side of change to deliver results-focused solutions that enable clients to achieve change outcomes and grow organizational change capability. Prosci maintains the industry?۪s largest body of change management research???the basis for the company?۪s tools, methodologies, advisory services, and role-based development programs. To date, Prosci has certified over 100,000 change management practitioners worldwide.

The company is headquartered in Fort Collins, Colorado, with offices in Australia, Brazil, Canada, Chile, Colombia, Europe, Mexico and Spain, plus more than 30 certified Prosci Partners around the globe. Prosci is continually expanding directly and through its global partner network to ensure change success for clients no matter where they are located. Check out our website for more about our team and approach: https://www.prosci.com/about.