IT Support Services Manager
IT Support Services Manager
Posted on :
07-04-2025
Employer Active
1 Vacancy
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Monthly Salary
$ 80000 - 109000
Vacancy
1 Vacancy
Posted on :
07-04-2025
Job Description
At Promethean...
Were on a mission to transform the way people learn and collaborate around the world. For over 25 years weve been empowering educators innovators and business leaders with our awardwinning interactive displays and software solutions that transform learning and workspaces into connected creative environments.
As a member of #TeamPromethean youll have the opportunity to change lives with technology and directly impact education and the workplace for countless people every day. If youre passionate about education collaboration and making a positive global impact we want to hear from you. Join us on our mission to transform the world one student one teacher and one community at a time.
The IT Support Services Manager is responsible for leading the global IT service desk team to deliver highquality service and customer engagement.
Key responsibilities include implementing Service Desk practices to enhance customer service and user experience. Manage service performance with defined metrics and benchmarks. Maintain standards and procedures to deliver effective incident and service request management.
Responsibilities:
- Supervise IT service requests incidents and problems managing and coordinating urgent/complex support issues
- Act as an escalation point for all Service Desk requests and incidents
- Oversee IT asset management processes to maintain an accurate record of IT equipment in use and in stock
- Facilitate the IT change management process to maintain the reliability of IT production services
- Measure service level performance KPIs and trends; use standard service delivery metrics to track performance and drive continual service improvement
- Ensure that the Executive Leadership Teams IT service needs are met on a proactive basis
- Supervise staff activities schedule employees working times and provide backup support
- Train coach and mentor staff including career development
- Manage the process for communicating service notifications to the organization
- Coordinate IT service delivery dependencies with internal partners and stakeholders
Requirements:
- 3 years of previous experience managing a Service Desk function on a global basis
- Experience with managing ITSM processes including service request management incident management problem management asset management change management
- ITIL certification is preferred and Jira Service Management experience would be advantageous
- Extensive knowledge of computer hardware application support with Microsoft applications working with a range of diagnostic utilities and operating systems including Windows / macOS / iOS
- Proven track record of developing and monitoring SLAs and Service Desk deliverables
- Solid relationship management and communication skills. Ability to present ideas in businessfriendly and userfriendly language
- Strong customer service orientation
- Ability to effectively prioritize and execute tasks in a highpressure environment
- Keen attention to detail
Base Range: $80000 $109000 Bonus Eligible
Promethean provides a comprehensive and competitive benefits package that offers the flexibility and security to thrive both inside and outside of work.
Our benefits include:
Medical Dental and Vision Insurance
Spending Accounts (FSA and HSA)
Disability Programs
401(k) Retirement Plan with Matching
Generous PTO and Holidays
Paid Maternity and Parental Leave Program
Paid Volunteer Time Off
Reward and Recognition Program
WellBeing Programs (For example companywide health challenges)
And more!
Prometheanishonored to be an equal opportunity workplace. We realize that by creating teams rich in diverse thoughts and experiences our people company and customers are free to thrive. We are committed to providing equal employment opportunities regardless of race color national origin religion creed genetic information sex (including pregnancy sexual orientation or gender identity) age marital status disability military or veteran status; or any other protected classifications or characteristics under applicable local laws addition Promethean values privacy and the protection of personal information.
For information regarding personal information we collect and our use of such data please see our privacy policy: contact if you have an accessibility request at any point during the hiring process.
#Promethean #EdTechJobs
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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