Genesys

Sr. Manager - IT Services

Join Genesys in Menlo Park as a Sr. Manager - IT Services. Lead a team, manage incidents, and enhance end-user support. 7+ years experience required. Benefits include flexible schedules and career growth.

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Job Level - JobBoardly X Webflow Template
Senior
ServiceNow Role Type:
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Support Specialist
ServiceNow Modules:
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IT Service Management
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Incident Management
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Customer Service Management
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Change Management
ServiceNow Certifications (nice to have):
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Certified Implementation Specialist - IT Service Management
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Certified Implementation Specialist - Hardware Asset Management
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Certified Implementation Specialist - Customer Service Management

Job description

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Posted on:
 
January 23, 2025

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

Requirements Summary

7+ years of IT end-user support experience, 5+ years in desktop hardware and software administration, 3+ years of experience with the direct supervision of employees, contractors, or vendors