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Wake up each day knowing that you are a part of something special.
Something real.
Something bold.
Are you looking for a place where you will have a role in shaping an industry?Then it’s time for you to apply to join the pack.
The Senior Manager, IT Service Delivery serves as the leader of a 24/7 Service Desk, supporting internal employees and global systems that run Coyote’s enterprise applications.
The Senior Manager, IT Service Delivery is responsible for managing the day-to-day duties of the multi-tiered Service Desk team to meet the long-term business goals and direction set by senior management.
Working in a collaborative environment with other IT leaders you will help propel Coyote and its technology forward to meet the business needs and goals.
Essential Functions Manage and lead a multi-tiered team of Service Desk Analysts across multiple locations, ensuring coverage across 7 shifts Focus and lead Continual Service Improvement (CSI), such as but not limited to, Incident reduction/prevention, optimization, automation, process improvement, improved customer satisfaction, focus groups, et al.
) Lead and participate in daily Operational Readiness & CAB meetings Lead coordination of major incidents & outage communication Act as second in command upon absence of Director, IT Service Delivery Build and maintain a knowledge base within IT Service Management platform, ServiceNow Recommend and execute shift & staffing changes to accommodate changing business needs, ensuring adequate support during peaks seasons and overall company growth Perform standard employee performance, mentoring, training, coaching & management processes including making staffing recommendations Establish & maintain curriculum for new hire training to ensure successful onboarding experience for new team members Lead Service Delivery project implementation, providing recommendations & guidance to best fit all teams within Service Delivery Manage the ticket queue to ensure support tickets are being processed timely & accurately, spot trends to identify & escalate issues.
Addresses complicated support issues that are escalated by the team.
Assist in the support & response of cases received through the Service Desk to ensure excellent service delivery, including following tickets escalated outside of tier 1 to ensure timely completion Monitors service calls to make certain proper procedures and policies are followed, ensuring that quality support is provided, and customer satisfaction is achieved.
Monitors incidents, requests and tasks to identify training opportunities Partner with business, operations, service & support leaders within the organization to align standard operating procedures, leverage best practices and improve service initiatives Help maintain policies and SOPs for critical incidents, change, problem management Assist with audit requests from ISO and SOX compliance teams Participate in special project work with other business groups Maintain current knowledge of industry trends and potential impact on the Service Desk Generates daily, weekly, and monthly reports on customer support issues and service level reporting Maintain current knowledge of industry trends and potential impact on the Service Desk Completes other projects and duties as assigned Required
Experience:
Excellent communication skills with proven ability to communicate effectively in both written and oral form Desire and drive to be the person to drive excellence from start to finish Bachelor’s degree in Computer Science, related field, or equivalent industry experience Minimum of 5 years of IT Leadership experience 5
years of IT Support experience 5
years of ITSM experience preferred Flexibility to provide leadership support after normal business hours (i.
e.
On-call) Exposure to ITIL v3 or ITIL v4; certification preferred Proficient in Microsoft Windows 10 and O365 applications (Excel, OneDrive, PowerPoint, Word, etc.
) General understanding of DevOps best practices Preferred Skills & Education:
Experience in a fast-paced organization with critical 24/7 systems and operations Extreme high degree of ownership, drive, and determination Ability to pivot quickly to meet business needs Other Duties:
Please note Coyote positions are constantly evolving & job responsibilities will enhance as you grow in your career.
This document should be used as a baseline of expectations and may not include all daily responsibilities.
Work Environment & Physical Demands:
This position operates in a dynamic, fast-paced, professional office environment.
This role routinely uses standard office equipment such as computers and phones.
While performing the duties of this job, you will be regularly required to talk, read, hear, sit, and use your hands to type.
Legal Statements:
Coyote is an at-will employer.
We are an Equal Opportunity Employer.
Please view Equal Opportunity Posters provided by OFCCP.
Why Coyote? Onsite training and ongoing career development.
Competitive pay.
Comprehensive benefits package.
Internal advancement opportunities for high performers.
Global opportunities.
Casual dress & many perks.
Diverse and Inclusive environment.
Opportunities to impact the world around you through our 360 sustainability initiatives.
Important Notice to US Applicants:
Coyote is an at-will employer.
We are an Equal Opportunity Employer.
Please view Equal Opportunity Posters provided by the OFCCP.
Recommended Skills Audio Equipments Auditing Automation Business Process Improvement Business Requirements Communication Estimated Salary: $20 to $28 per hour based on qualifications.
Something real.
Something bold.
Are you looking for a place where you will have a role in shaping an industry?Then it’s time for you to apply to join the pack.
The Senior Manager, IT Service Delivery serves as the leader of a 24/7 Service Desk, supporting internal employees and global systems that run Coyote’s enterprise applications.
The Senior Manager, IT Service Delivery is responsible for managing the day-to-day duties of the multi-tiered Service Desk team to meet the long-term business goals and direction set by senior management.
Working in a collaborative environment with other IT leaders you will help propel Coyote and its technology forward to meet the business needs and goals.
Essential Functions Manage and lead a multi-tiered team of Service Desk Analysts across multiple locations, ensuring coverage across 7 shifts Focus and lead Continual Service Improvement (CSI), such as but not limited to, Incident reduction/prevention, optimization, automation, process improvement, improved customer satisfaction, focus groups, et al.
) Lead and participate in daily Operational Readiness & CAB meetings Lead coordination of major incidents & outage communication Act as second in command upon absence of Director, IT Service Delivery Build and maintain a knowledge base within IT Service Management platform, ServiceNow Recommend and execute shift & staffing changes to accommodate changing business needs, ensuring adequate support during peaks seasons and overall company growth Perform standard employee performance, mentoring, training, coaching & management processes including making staffing recommendations Establish & maintain curriculum for new hire training to ensure successful onboarding experience for new team members Lead Service Delivery project implementation, providing recommendations & guidance to best fit all teams within Service Delivery Manage the ticket queue to ensure support tickets are being processed timely & accurately, spot trends to identify & escalate issues.
Addresses complicated support issues that are escalated by the team.
Assist in the support & response of cases received through the Service Desk to ensure excellent service delivery, including following tickets escalated outside of tier 1 to ensure timely completion Monitors service calls to make certain proper procedures and policies are followed, ensuring that quality support is provided, and customer satisfaction is achieved.
Monitors incidents, requests and tasks to identify training opportunities Partner with business, operations, service & support leaders within the organization to align standard operating procedures, leverage best practices and improve service initiatives Help maintain policies and SOPs for critical incidents, change, problem management Assist with audit requests from ISO and SOX compliance teams Participate in special project work with other business groups Maintain current knowledge of industry trends and potential impact on the Service Desk Generates daily, weekly, and monthly reports on customer support issues and service level reporting Maintain current knowledge of industry trends and potential impact on the Service Desk Completes other projects and duties as assigned Required
Experience:
Excellent communication skills with proven ability to communicate effectively in both written and oral form Desire and drive to be the person to drive excellence from start to finish Bachelor’s degree in Computer Science, related field, or equivalent industry experience Minimum of 5 years of IT Leadership experience 5
years of IT Support experience 5
years of ITSM experience preferred Flexibility to provide leadership support after normal business hours (i.
e.
On-call) Exposure to ITIL v3 or ITIL v4; certification preferred Proficient in Microsoft Windows 10 and O365 applications (Excel, OneDrive, PowerPoint, Word, etc.
) General understanding of DevOps best practices Preferred Skills & Education:
Experience in a fast-paced organization with critical 24/7 systems and operations Extreme high degree of ownership, drive, and determination Ability to pivot quickly to meet business needs Other Duties:
Please note Coyote positions are constantly evolving & job responsibilities will enhance as you grow in your career.
This document should be used as a baseline of expectations and may not include all daily responsibilities.
Work Environment & Physical Demands:
This position operates in a dynamic, fast-paced, professional office environment.
This role routinely uses standard office equipment such as computers and phones.
While performing the duties of this job, you will be regularly required to talk, read, hear, sit, and use your hands to type.
Legal Statements:
Coyote is an at-will employer.
We are an Equal Opportunity Employer.
Please view Equal Opportunity Posters provided by OFCCP.
Why Coyote? Onsite training and ongoing career development.
Competitive pay.
Comprehensive benefits package.
Internal advancement opportunities for high performers.
Global opportunities.
Casual dress & many perks.
Diverse and Inclusive environment.
Opportunities to impact the world around you through our 360 sustainability initiatives.
Important Notice to US Applicants:
Coyote is an at-will employer.
We are an Equal Opportunity Employer.
Please view Equal Opportunity Posters provided by the OFCCP.
Recommended Skills Audio Equipments Auditing Automation Business Process Improvement Business Requirements Communication Estimated Salary: $20 to $28 per hour based on qualifications.
