IT Operations Contact Center Manager / SME ServiceNow

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STAND 8 is a global leader providing end-to-end IT Solutions. We solve business problems through PEOPLE, PROCESS, and TECHNOLOGY and are looking for individuals to help us scale software projects designed to change the world...

The IT ServiceDesk and Contact Center Operations Manager will oversee the front-line IT ServiceDesk supporting the Securitas Americas (including North & South America & Canada) ServiceDesk operations. As the IT Service Desk Operations Manager, you will play a pivotal role in overseeing, optimizing, and providing governance to our IT service desk and contact center operations. Your primary focus will be on delivering exceptional customer service, managing a team of support professionals, and utilizing ServiceNow for efficient reporting and performance measurement.

Skills

• ServiceNow Reporting
• Windows OS (10)
• Office365
• Printers
• Desktops / Laptops
• TeamViewer
• Active Directory
• Citrix
• Mobile devices (IOS, Android)
• Twilio (or other telephony IVR tools)

Key Responsibilities

Governance and Stakeholder Management:

• Act as the primary point of contact and governance for various business divisions utilizing the Service Desk services.
• Collaborate with division leaders to understand their specific needs and ensure service alignment.

Team Leadership:

• Lead, coach, and develop a team of service desk and contact center agents to deliver exceptional customer service.
• Foster a culture of continuous improvement and collaboration within the team. and track KB updates periodically

Customer Service Excellence:

• Ensure that the service desk and contact center consistently provide top-notch support services.
• Establish and maintain service level agreements (SLAs) to meet customer expectations.

Operational Management:

• Oversee the daily operations of the IT service desk and contact center, including incident, Major Incident, request, and problem management.
• Monitor and report on service desk and contact center KPIs, driving continuous improvement, which also includes agent level performance tracking
• Telephony and queue management to constantly watch for Volume fluctuations and identify any commonalities and report to concerned IT teams

ServiceNow Reporting and Analysis:

• Utilize ServiceNow reporting capabilities to analyze and report on key performance metrics regularly.
• Generate actionable insights to improve service quality and efficiency.

Process Improvement:

• Identify process inefficiencies and lead initiatives to streamline operations and enhance service delivery.
• Collaborate with cross-functional teams to implement best practices.

Quality Assurance:

• Implement and manage quality assurance programs related to customer service, phone etiquette, email communications etc. to ensure service desk and contact center agents meet performance and quality standards.

Training and Development:

• Develop training programs and resources to enhance the technical and soft skills of support staff.
• Conduct regular training sessions to keep the team updated on new technologies and processes.
• Participate in new hire Interviews, Coordinate Onboarding (Equipment, access, cross training)
• Work with knowledge management to ensure KB updates are happening periodically.

Incident Resolution:

• Collaborate with technical teams (Operation L2/L3 Teams) to ensure timely resolution of incidents and escalations.
• Handle escalated issues and customer complaints effectively.
• Makes recommendations, proposals, and suggestions for improvement within the service to reduce severity and frequency of incidents

Budget Management:

• Manage the budget for the service desk and contact center, ensuring cost-effective operations.

Security and Compliance:

• Ensure compliance with data security and privacy regulations, implementing necessary controls.

Minimum Qualifications

• Bachelor's degree in IT, Business Management, or related field (Master's degree preferred).
• Proven experience (7+ years) in managing IT service desk and contact center operations.
• Strong expertise in ServiceNow reporting and analytics.
• Exceptional customer service and interpersonal skills.
• Demonstrated ability to lead, motivate, and mentor a team.
• Analytical mindset with a focus on data-driven decision-making.
• Strong project management skills.
• ITIL or related certifications are a plus.
• Excellent communication, presentation, and negotiation skills.
• Must have an experience on ITIL processes and procedures (Incident, Problem, Request management, knowledge management, Major incident & Event management processes.)
• An attitude to quickly adapt and adopt to organizational changes and support any scope changes

Additional Details

The base range for this contract position is $65 - $75/per hour, depending on experience.

Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hires of this position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Benefits

• Medical coverage and Health Savings Account (HSA) through Anthem
• Dental/Vision/Various Ancillary coverages through Unum
• 401(k) retirement savings plan
• Company-paid Employee Assistance Program (EAP)
• Discount programs through ADP WorkforceNow

About Us

STAND 8 provides end-to-end IT solutions to enterprise partners across the United States and globally with offices in Los Angeles, Atlanta, New York, Mexico, Japan, India, and more. STAND 8 focuses on the "bleeding edge" of technology and leverages automation, process, marketing, and over fifteen years of success and growth to provide a world-class experience for our customers, partners, and employees.

Our mission is to impact the world positively by creating success through PEOPLE, PROCESS, and TECHNOLOGY.

Check out more at ; and reach out today to explore opportunities to grow together!

IT Operations Contact Center Manager / SME ServiceNow