Hobart Service, an Illinois Tool Works Company, has been in business for over 125 years and is the trusted source for Commercial Food Equipment Service Solutions. We have over 1,700 associates nationwide who serve as valued partners to our customers. Our employees are dedicated to providing the best customer service, give back to the communities where they live and work, and demonstrate the ITW values of Integrity, Simplicity, Trust, Respect and Shared Risk.
SUMMARY
The IT Manager - Service Desk Operations role is responsible for improving Hobart Service's IT Service Management practices, as well as delivering an excellent end-user support experience. Well versed in ITIL, you'll be working closely with various process owners and managers to improve the performance of processes such Incident Management, Change Management, Problem Management, Knowledge Management, and Asset Management. Directly managing the IT Service Desk team and ensure timely and accurate resolution and communication of all incidents and problems, as well as manage all end-user computing and collaboration platforms and vendors.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Act as a change agent and program lead for IT transformation to a process-based team using industry standard best practices such as ITIL as the foundation.
Directly manage and develop a team consisting of Service Desk agents and Systems Administrators servicing the end-user computing environment.
Work with IT leadership to design and maintain all IT support and operational processes and policies through standardization of methods.
Coordinate and communicate with vendors.
Support the configuration, security, usage, maintenance, and lifecycle of PC computing and mobile devices.
Support and manage Microsoft collaboration and management tools such as the Microsoft 365 Suite, Intune, and SCCM.
Manage and organize purchasing and licensing of all end-user equipment, software, and subscriptions.
Implement and maintain a robust Asset Management solution encompassing both enterprise and end-user assets.
Establish metrics, SLAs, and key performance indicators and processes to regularly monitor and act on the data provided.
Support reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events.
Manage and implement solutions within the IT Ticketing and Service Management system.
Provide the framework for the development of guides for users and service desk analysts, such as FAQ documents or knowledge base articles. Be a key contributor to these guides.
Manage and conduct training for end-users on collaboration, computing, and support tools.
Support management of the IT budget pertaining to end-user computing, software, data plans, and subscriptions.
Education and Work Experience
8+ years relevant work experience of escalating leadership roles
Bachelor's degree in MIS or related technical discipline
2+ years of experience of implementing ITSM tools and process, with a proven track record of increasing the effectiveness and efficiency of IT.
Experience with Microsoft Office 365 Administration, SCCM and/or Intune technologies
Experience implementing ITSM or ITIL based ticketing systems.
Experience leading a small team of Service Desk Analysts and/or System Administrators
Excellent conceptual, organizational, analytical, and problem-solving skills.
Excellent verbal and written communication skills.
Ability to build consensus and relationships among managers, partners, and employees.
Strong critical thinking and decision-making skills
Brings an outside-in perspective to IT infrastructure and operations
Excellent and collaborative communication skills
Ability to lead and influence throughout the organization without authority
Why work for us?
Competitive pay
Great insurance options with low premiums
Paid vacation and holidays
401K with company match
Extensive on-the-job, online, and classroom training
Service vehicle, uniforms, and safety equipment provided
Safety-conscious work environment
Hobart Service is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
ITW and Hobart Service are committed to providing a healthy and safe environment for all employees. To demonstrate this commitment, Hobart Service is tobacco-free (including e-cigarettes) on campuses and within company vehicles and maintains a drug-free workplace.
If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please contact Human Resources at service.hr@hobartservice.com to request assistance. No other requests will be acknowledged.
ITW is an equal opportunity employer. We value our colleagues' unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.
As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.
All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.
ITW is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
