Miller's Ale House
IT Services Manager
Miller's Ale House, Orlando, Florida, us, 32885
Work and Perks
The IT Services Manager, as a member of the IT Services department, will lead the development, implementation, and continual improvement of processes such as Incident, Problem, Change, and Configuration Management. As the primary advocate for restaurant managers and end-user support within the IT organization, the Service Manager will work closely with the Applications, infrastructure, and departmental IT management teams to establish processes and service level objectives that assure restaurant system issues are resolved and user concerns are addressed consistent with defined service level expectations. The IT Service Manager will establish standards of performance, training & development programs, and use metrics to drive continuous improvement with a user experience focus. This position is hybrid.
Three days in the office, 2 remote.
ROLES AND RESPONSIBILITIES:Develop resources strategies, allocating staff, tools, and specialized support as necessary to ensure that operational and support processes are working as expected to support the businessDevelop opportunities for cross-team effectiveness and remove organizational barriers for strong teamwork, collaboration, and excellent service deliveryTraining and coaching of the IT Service Desk, Information Technology, and internal stakeholders to improve utilization of service management processes and applicationsCreate, manage, and maintain the IT Service Management framework encompassing Enterprise service desk, change control, incident, problem, request, access, event, knowledge, and asset managementPartner with Application Development, Infrastructure and other stakeholders to provide proactive and business appropriate communication on status for incidentsDevelop and document standards, policies, procedures, services plans and key performance metrics that support the continual improvement of IT ServicesDemonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standardsWorks within the Service Management framework to prevent recurrences of issue and improve collection and distribution of knowledgeDevelop new ITSM tool requirements based on the service-centric and process-focused IT department visionLeadership oversight of restaurant service requests for installation and modifications with various vendorsMonitor KPIs for internal and external people and processes to ensure exceptional service is provided to the businessMaintains active communication with all appropriate internal stakeholders to develop and integrate resolutions of problemsInitiates, research, and approves resolution of software/hardware concerns from restaurant management and departmental supervisorsMonitors daily systems used in restaurant operations, e.g., restaurant-polling data, polling spreadsheet and director reports to ensure business process working effectivelySelect and develop technical team members by participating in the hiring process, setting annual performance (PMP) goals, ensuring individual development plans are in place and appropriate, providing regular feedback to team members, completing mid-year and annual performance reviews (PMPs) and participating in the annual talent review process.Consistently enhance skills and job knowledge through trainingSupport line of business applications for both the corporate and restaurant systemsMaintain accurate inventory of hardware, software, and other relevant technological toolsIn conjunction with the Infrastructure Team, oversee the installation and setup of IT workstations, POS and KDS stations at both the corporate and restaurant environmentRequirements and Qualifications
Excellent communication skills and the ability to effectively interact with other teams across the organizationMinimum of 5-7 years experience managing an IT Service Desk with a proven record of capabilities evolution and continual process improvementMinimum of 5+ years of Incident ManagementMinimum of 5+ years of experience successfully leading teams and managing employee performanceDemonstrated strong Service Management knowledge in key ITSM processes including Incident Management, Problem Management, Change Management, Service Level Management and Knowledge ManagementProgressively responsible experience influencing and partnering with IT and business leaders across functional areasDemonstrated ability to effectively manage multiple, concurrent initiatives and drive projects to completionProven ability to work effectively and achieve results across functional areas in a work environment with a high rate of changeSelf-starter with initiative to proactively identify and act upon opportunities without directionStrong knowledge and experience in Service Desk tools implementation and evolutionExperience in implementing quality guidelines, standards and proceduresBachelor's degree in Computer Science, Information Technology or a relevant fieldOTHER KEY QUALIFICATIONS:
ITIL V4 Foundation Certification strongly preferredExperience implementing and managing service management processes and best practicesDemonstrated ability to lead, motivate, supervise, and develop employeesOperations leadership and subject matter expertise in IT service desk best practices and client servicesOperations leadership and subject matter expertise in ITSM best practices and implementation to support a culture of continuous improvement of IT operational processesExperience working in a matrix environmentAbility to manage multiple tasks along a parallel process3-5 years project management experience
The IT Services Manager, as a member of the IT Services department, will lead the development, implementation, and continual improvement of processes such as Incident, Problem, Change, and Configuration Management. As the primary advocate for restaurant managers and end-user support within the IT organization, the Service Manager will work closely with the Applications, infrastructure, and departmental IT management teams to establish processes and service level objectives that assure restaurant system issues are resolved and user concerns are addressed consistent with defined service level expectations. The IT Service Manager will establish standards of performance, training & development programs, and use metrics to drive continuous improvement with a user experience focus. This position is hybrid.
Three days in the office, 2 remote.
ROLES AND RESPONSIBILITIES:Develop resources strategies, allocating staff, tools, and specialized support as necessary to ensure that operational and support processes are working as expected to support the businessDevelop opportunities for cross-team effectiveness and remove organizational barriers for strong teamwork, collaboration, and excellent service deliveryTraining and coaching of the IT Service Desk, Information Technology, and internal stakeholders to improve utilization of service management processes and applicationsCreate, manage, and maintain the IT Service Management framework encompassing Enterprise service desk, change control, incident, problem, request, access, event, knowledge, and asset managementPartner with Application Development, Infrastructure and other stakeholders to provide proactive and business appropriate communication on status for incidentsDevelop and document standards, policies, procedures, services plans and key performance metrics that support the continual improvement of IT ServicesDemonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standardsWorks within the Service Management framework to prevent recurrences of issue and improve collection and distribution of knowledgeDevelop new ITSM tool requirements based on the service-centric and process-focused IT department visionLeadership oversight of restaurant service requests for installation and modifications with various vendorsMonitor KPIs for internal and external people and processes to ensure exceptional service is provided to the businessMaintains active communication with all appropriate internal stakeholders to develop and integrate resolutions of problemsInitiates, research, and approves resolution of software/hardware concerns from restaurant management and departmental supervisorsMonitors daily systems used in restaurant operations, e.g., restaurant-polling data, polling spreadsheet and director reports to ensure business process working effectivelySelect and develop technical team members by participating in the hiring process, setting annual performance (PMP) goals, ensuring individual development plans are in place and appropriate, providing regular feedback to team members, completing mid-year and annual performance reviews (PMPs) and participating in the annual talent review process.Consistently enhance skills and job knowledge through trainingSupport line of business applications for both the corporate and restaurant systemsMaintain accurate inventory of hardware, software, and other relevant technological toolsIn conjunction with the Infrastructure Team, oversee the installation and setup of IT workstations, POS and KDS stations at both the corporate and restaurant environmentRequirements and Qualifications
Excellent communication skills and the ability to effectively interact with other teams across the organizationMinimum of 5-7 years experience managing an IT Service Desk with a proven record of capabilities evolution and continual process improvementMinimum of 5+ years of Incident ManagementMinimum of 5+ years of experience successfully leading teams and managing employee performanceDemonstrated strong Service Management knowledge in key ITSM processes including Incident Management, Problem Management, Change Management, Service Level Management and Knowledge ManagementProgressively responsible experience influencing and partnering with IT and business leaders across functional areasDemonstrated ability to effectively manage multiple, concurrent initiatives and drive projects to completionProven ability to work effectively and achieve results across functional areas in a work environment with a high rate of changeSelf-starter with initiative to proactively identify and act upon opportunities without directionStrong knowledge and experience in Service Desk tools implementation and evolutionExperience in implementing quality guidelines, standards and proceduresBachelor's degree in Computer Science, Information Technology or a relevant fieldOTHER KEY QUALIFICATIONS:
ITIL V4 Foundation Certification strongly preferredExperience implementing and managing service management processes and best practicesDemonstrated ability to lead, motivate, supervise, and develop employeesOperations leadership and subject matter expertise in IT service desk best practices and client servicesOperations leadership and subject matter expertise in ITSM best practices and implementation to support a culture of continuous improvement of IT operational processesExperience working in a matrix environmentAbility to manage multiple tasks along a parallel process3-5 years project management experience