Sr. Manager - IT Services

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