Genesys is looking for a Sr. IT Services Manager to join their Global Services Management team. The role involves leading a team of employees, coordinating incident management, and utilizing knowledge to solve technical challenges. The ideal candidate will have 7+ years of IT end-user support experience and a proven track record of managing end-user support delivery in a global environment.
Requirements
- Ability to work on-site in our Genesys Menlo Park office
- Outstanding customer service skills and strong team orientation
- Strong problem-solving skills and the ability to adapt to a fast-paced, dynamic environment
- Excellent communication skills, both spoken and written to interface with and influence all levels in the business
- Proven track record managing end-user support delivery in a global environment
- Deep level experience working with Service Desk operation, ticket workflows, automation, triage, and performance metrics
- Solid experience with ServiceNow or equivalent ITSM and ITAM tools
- Strong experience in service management including P1 incident, escalation and change management
- Able to work effectively and independently under deadlines
- Outstanding leadership qualities - Teamwork, Mentoring, Development and Motivational
- 7+ years IT end-user support experience required
- 5+ years in desktop hardware and software administration, audio/visual, and end-point management technologies (e.g., Windows 11, OSX Ventura, IOS, Linux, Android, JAMF, Intune, Tanium, Crestron)
- 3+ years of experience with the direct supervision of employees, contractors, or vendors
- Experience in desktop imaging/deployment, automated software distribution and supporting enterprise-wide upgrades and rollouts
- In-Depth knowledge of end user computing and awareness of latest industry trends
- Familiarity with Information Technology Infrastructure Library (ITIL)
- Bachelor's degree in Computer Science or Information Systems
Benefits
- Medical, Dental, and Vision Insurance
- Telehealth coverage
- Flexible work schedules and work from home opportunities
- Development and career growth opportunities
- Open Time Off in addition to 10 paid holidays
- 401(k) matching program
- Adoption Assistance
- Fertility treatments