Manager of IT Solutions
Krispy Krunchy Foods
Date: 3 days ago
City: Alexandria, LA
Contract type: Full time
Description
The Manager of IT Solutions is responsible for overseeing IT support and service delivery to ensure a seamless and high-quality experience for internal end users and external service providers. This role focuses on managing IT support teams, improving processes, and aligning IT service management (ITSM) technology solutions with business needs to enhance productivity and operational efficiency.
This is a hybrid role with an expectation of being onsite as needed at our Corporate Support Center in West Midtown (Atlanta, GA).
Essential Duties And Responsibilities
End User Service Management:
Qualifications & Experience:
The Manager of IT Solutions is responsible for overseeing IT support and service delivery to ensure a seamless and high-quality experience for internal end users and external service providers. This role focuses on managing IT support teams, improving processes, and aligning IT service management (ITSM) technology solutions with business needs to enhance productivity and operational efficiency.
This is a hybrid role with an expectation of being onsite as needed at our Corporate Support Center in West Midtown (Atlanta, GA).
Essential Duties And Responsibilities
End User Service Management:
- Serve as the primary point of contact for IT service requests, escalations, and issue resolution.
- Ensure a high-performance level of end user satisfaction by delivering timely and effective IT support.
- Develop and maintain strong relationships with key stakeholders to understand business needs and expectations.
- Oversee the IT helpdesk and support teams to ensure efficient handling of technical issues.
- Implement and maintain ITSM best practices, including incident, problem, and change management.
- Track and analyze service performance metrics to identify trends and areas for improvement.
- Lead, mentor, and develop the IT client services team to enhance performance and service quality.
- Foster a culture of continuous improvement, collaboration, and end user focused service.
- Evaluate and enhance IT service delivery processes to improve response times and service quality.
- Improve automation and self-service solutions to increase efficiency and reduce manual workloads.
- Develop and maintain IT service level agreements (SLAs) and key performance indicators (KPIs) to measure effectiveness.
- Collaborate with IT teams to ensure seamless support service integration of new technologies and solutions.
- Assist in evaluating and recommending IT tools and systems that improve service delivery.
- Ensure compliance with security policies and data protection regulations in IT service management.
Qualifications & Experience:
- Bachelor's degree in information technology, Computer Science, Business Administration, or a related field.
- 5+ years of experience in IT service management, IT support, or a related business end user facing role.
- Strong knowledge of ITSM frameworks (e.g., ITIL) and service desk operations.
- Proven leadership experience in managing IT support teams and service delivery.
- Excellent communication, problem-solving, and stakeholder management skills.
- Familiarity with IT service management tools such as ServiceNow, Zendesk, HALO, or similar platforms.
- ITIL certification or equivalent experience in IT service management best practices.
- Experience working in a cloud-based or hybrid IT environment.
- Knowledge of cybersecurity principles related to IT service operations.
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