IT Service Manager

Work and Perks

Miller's Ale House is hiring an experienced and results-driven IT Service Manager to oversee the delivery of IT services across the organization. This role will be responsible for managing service delivery, optimizing processes, and ensuring that the IT services provided meet business needs efficiently. The IT Service Manager will also play a key role in enhancing the performance of IT teams, managing incidents, and ensuring the seamless operation of IT systems.

• Oversee the day-to-day delivery of IT services with POS systems in the restaurants as well as Corporate IT, ensuring they meet performance and quality standards.
• Collaborate with other departments to understand their IT needs and ensure services are aligned with business objectives.
• Monitor and maintain service levels and performance indicators.
• Manage the resolution of IT incidents, ensuring minimal disruption to business operations.
• Lead the investigation and root cause analysis of recurring problems, driving permanent solutions.
• Track trends within the service management platform and develop and implement strategies to prevent future incidents.
• Supervise the IT service desk team, ensuring timely and effective responses to support requests.
• Oversee service desk processes, workflows, and escalations to improve user satisfaction.
• Track performance metrics and service desk KPIs to drive continuous improvement.
• Manage changes to IT services, ensuring proper planning, testing, and deployment of updates.
• Maintain configuration records of IT assets and infrastructure, ensuring accurate documentation.
• Collaborate with third-party service providers and vendors to ensure the timely and effective delivery of outsourced services.
• Manage and maintain service-level agreements (SLAs), and licensing agreements with vendors.
• Ensure IT services comply with security standards and company policies.
• Assist in managing cybersecurity risks and implementing data protection measures.
• Collaborate with compliance teams to ensure adherence to regulatory requirements.
• Drive initiatives to improve the quality, efficiency, and performance of IT services.
• Implement best practices in IT service management (ITSM) and adopt frameworks such as ITIL.
• Willing to step in and assist in supporting the restaurants and the service desk team with all levels of incidents.
• Ability to oversee and manage all incident escalations during business hours, evenings, and weekends.

Requirements and Qualifications

• Bachelor's degree in information technology, Computer Science, or a related field.
• 5+ years of experience in IT service management or related roles.
• Strong knowledge of IT service management (ITSM) frameworks such as ITIL.
• Experience in managing service desk operations and handling escalations.
• Excellent problem-solving and incident management skills.
• Familiarity with IT infrastructure, networks, and cloud services.
• Strong communication skills, both verbal and written.
• Proven ability to lead and manage teams in a fast-paced environment.

OTHER KEY QUALIFICATIONS:

• ITIL certification or other relevant certifications in service management.
• Proficiency in IT service management tools and platforms. Experiences with Fresh Service is a plus.
• Experience in vendor management and contract negotiations.
• Familiarity with cybersecurity and data protection practices.
• Demonstrated ability to lead, motivate, supervise, and develop employees.