Acme Smoked Fish Corporation
Sr. Manager - IT Service Delivery
Acme Smoked Fish Corporation - New York, New York, us, 10261
Work at Acme Smoked Fish Corporation
Overview
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Overview
Acme, Brooklyn, New York, United States of America
Job Description
Posted Friday, April 4, 2025 at 4:00 AM The primary responsibility of the Sr. Manager – IT Services Delivery is to lead and manage Acme Smoked Fish’s 24/7 Service Desk operations, oversee dispatch services for remote offices, and ensure effective service governance across all technology functions. This role also supports knowledge management within Workplace Technology, including the creation and maintenance of technology policies, procedures, and user-facing help documentation. Additionally, the Sr. Manager is responsible for managing the employee technology experience throughout the entire lifecycle, from onboarding to offboarding. What You Will Do At Acme: Lead and provide direction to Service Desk staff handling Level 1 and Level 2 support for Acme Smoked Fish workstations, laptops, printers, peripherals, and other computer-related devices, as well as company-approved applications and software.
Define service levels and track performance metrics for incident resolution and service request fulfillment, following ITIL best practices. Serve as an escalation point and provide backup support for technology services teams, including travel and on-call support as needed. Ensure timely and effective resolution of incidents and completion of service requests. Act as a subject matter expert on Acme Smoked Fish’s standard technologies, services, and IT processes. Monitor and improve the quality of both remote and in-person support interactions to ensure courteous, prompt, and effective service delivery. Deliver white-glove executive support to Acme Smoked Fish leadership. Assist in the creation, implementation, and monitoring of IT policies, procedures, and standards. Manage user accounts and maintain integrity within the Active Directory environment. Recommend and evaluate new technologies and services to enhance workplace efficiency and end-user experience. Conduct quality audits across technology teams, address customer satisfaction concerns, and lead performance improvement initiatives. Participate in IT support for employee moves, adds, and changes within the technology environment. Adhere to and enforce established IT policies and procedures to ensure system security and availability. Act as a liaison and escalation point for remote office locations, ensuring effective coordination and support coverage. Collaborate with vendors and consulting partners to resolve technical issues and support key initiatives. Oversee the integrity and consistency of technology deployments across all Acme Smoked Fish office locations. Manage and maintain policies for loaner equipment, including laptops, peripherals, and presentation tools. Maintain standard computer images, advise on best practices for deployment, and oversee the rollout of Acme Smoked Fish-managed devices. Perform other duties as assigned.
Supervisory Responsibilities: Assist with the recruitment, interviewing, hiring, and onboarding of IT staff, ensuring alignment with team needs and organizational goals. Train, mentor, and support the professional development of team members. Promote and exemplify Acme’s Core Values in all interactions and leadership practices. Deliver constructive, timely performance evaluations and ongoing feedback to foster individual and team growth. Manage employee relations matters, including disciplinary actions and terminations, in compliance with company policies and procedures
Your Education & Experience: Bachelor’s degree in a technology-related field or business management preferred. 10+ years of technology-related experience in a corporate environment. 5+ years of leadership experience, including team development and performance management. 3+ years of experience managing IT services within an ITIL framework. 3+ years of experience in knowledge management and documentation creation. Microsoft Certification (MCP or MCSA) preferred. Strong expertise in Microsoft Windows operating systems and PC hardware. Proficient in Microsoft Office applications; experience with Office 365 is a plus. Hands-on experience with hardware/software troubleshooting and project management methodologies. Proven ability to use KPI metrics and data to drive service performance and improvements. Familiarity with Apple products and macOS. Experience supporting iPhone/iPad devices within a Microsoft Exchange environment. Demonstrated experience supporting and promoting the use of cloud services and SaaS platforms. Proven ability to deliver white-glove support to senior leadership and executives. Knowledge of asset management best practices. Experience with Windows and macOS imaging solutions.
Your Skills & Abilities: Exceptional written, verbal, and interpersonal communication skills. Strong ability to prioritize and manage tasks effectively in fast-paced, high-pressure environments. Highly customer-focused with a commitment to delivering outstanding service. Proven organizational and leadership capabilities with a collaborative approach. Skilled at translating complex technical concepts into clear, user-friendly language. Proficient in current IT systems, tools, and management technologies. Meticulous attention to detail with a focus on accuracy and consistency. Strong analytical thinking and problem-solving abilities with sound decision-making skills. In-depth understanding of IT principles and their practical application in achieving business objectives. Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, etc.). Completion of required training programs, including standards of work, as assigned.
Physical Requirements: Prolonged periods of sitting at a desk and working on a computer or prolonged periods of standing. Health & Safety Requirements: Observe and follow all safety rules. Wear required PPE. Follow mandated OSHA regulations. Report all incidents including near misses immediately.
Compensation Range:
$130,000 - $140,000 annually. *This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, licensure and certifications, and other business and organizational needs. What's In It For You: Competitive compensation including annual discretionary bonus. Opportunity to choose the medical plan that works best for your family. Flexible spending accounts (Medical + Dependent Care). Health Savings Account option with quarterly employer contributions. 401(k). Vision Insurance. Company Sponsored Group Term Life. Voluntary Life Insurance options for you and your dependents. Paid time off including company and floating holidays. Tuition Reimbursement. CASH employee referral program.
Our Acme Legacy & Culture:
Acme, Brooklyn, New York, United States of America
#J-18808-Ljbffr
Posted Friday, April 4, 2025 at 4:00 AM The primary responsibility of the Sr. Manager – IT Services Delivery is to lead and manage Acme Smoked Fish’s 24/7 Service Desk operations, oversee dispatch services for remote offices, and ensure effective service governance across all technology functions. This role also supports knowledge management within Workplace Technology, including the creation and maintenance of technology policies, procedures, and user-facing help documentation. Additionally, the Sr. Manager is responsible for managing the employee technology experience throughout the entire lifecycle, from onboarding to offboarding. What You Will Do At Acme: Lead and provide direction to Service Desk staff handling Level 1 and Level 2 support for Acme Smoked Fish workstations, laptops, printers, peripherals, and other computer-related devices, as well as company-approved applications and software.
Define service levels and track performance metrics for incident resolution and service request fulfillment, following ITIL best practices. Serve as an escalation point and provide backup support for technology services teams, including travel and on-call support as needed. Ensure timely and effective resolution of incidents and completion of service requests. Act as a subject matter expert on Acme Smoked Fish’s standard technologies, services, and IT processes. Monitor and improve the quality of both remote and in-person support interactions to ensure courteous, prompt, and effective service delivery. Deliver white-glove executive support to Acme Smoked Fish leadership. Assist in the creation, implementation, and monitoring of IT policies, procedures, and standards. Manage user accounts and maintain integrity within the Active Directory environment. Recommend and evaluate new technologies and services to enhance workplace efficiency and end-user experience. Conduct quality audits across technology teams, address customer satisfaction concerns, and lead performance improvement initiatives. Participate in IT support for employee moves, adds, and changes within the technology environment. Adhere to and enforce established IT policies and procedures to ensure system security and availability. Act as a liaison and escalation point for remote office locations, ensuring effective coordination and support coverage. Collaborate with vendors and consulting partners to resolve technical issues and support key initiatives. Oversee the integrity and consistency of technology deployments across all Acme Smoked Fish office locations. Manage and maintain policies for loaner equipment, including laptops, peripherals, and presentation tools. Maintain standard computer images, advise on best practices for deployment, and oversee the rollout of Acme Smoked Fish-managed devices. Perform other duties as assigned.
Supervisory Responsibilities: Assist with the recruitment, interviewing, hiring, and onboarding of IT staff, ensuring alignment with team needs and organizational goals. Train, mentor, and support the professional development of team members. Promote and exemplify Acme’s Core Values in all interactions and leadership practices. Deliver constructive, timely performance evaluations and ongoing feedback to foster individual and team growth. Manage employee relations matters, including disciplinary actions and terminations, in compliance with company policies and procedures
Your Education & Experience: Bachelor’s degree in a technology-related field or business management preferred. 10+ years of technology-related experience in a corporate environment. 5+ years of leadership experience, including team development and performance management. 3+ years of experience managing IT services within an ITIL framework. 3+ years of experience in knowledge management and documentation creation. Microsoft Certification (MCP or MCSA) preferred. Strong expertise in Microsoft Windows operating systems and PC hardware. Proficient in Microsoft Office applications; experience with Office 365 is a plus. Hands-on experience with hardware/software troubleshooting and project management methodologies. Proven ability to use KPI metrics and data to drive service performance and improvements. Familiarity with Apple products and macOS. Experience supporting iPhone/iPad devices within a Microsoft Exchange environment. Demonstrated experience supporting and promoting the use of cloud services and SaaS platforms. Proven ability to deliver white-glove support to senior leadership and executives. Knowledge of asset management best practices. Experience with Windows and macOS imaging solutions.
Your Skills & Abilities: Exceptional written, verbal, and interpersonal communication skills. Strong ability to prioritize and manage tasks effectively in fast-paced, high-pressure environments. Highly customer-focused with a commitment to delivering outstanding service. Proven organizational and leadership capabilities with a collaborative approach. Skilled at translating complex technical concepts into clear, user-friendly language. Proficient in current IT systems, tools, and management technologies. Meticulous attention to detail with a focus on accuracy and consistency. Strong analytical thinking and problem-solving abilities with sound decision-making skills. In-depth understanding of IT principles and their practical application in achieving business objectives. Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, etc.). Completion of required training programs, including standards of work, as assigned.
Physical Requirements: Prolonged periods of sitting at a desk and working on a computer or prolonged periods of standing. Health & Safety Requirements: Observe and follow all safety rules. Wear required PPE. Follow mandated OSHA regulations. Report all incidents including near misses immediately.
Compensation Range:
$130,000 - $140,000 annually. *This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, licensure and certifications, and other business and organizational needs. What's In It For You: Competitive compensation including annual discretionary bonus. Opportunity to choose the medical plan that works best for your family. Flexible spending accounts (Medical + Dependent Care). Health Savings Account option with quarterly employer contributions. 401(k). Vision Insurance. Company Sponsored Group Term Life. Voluntary Life Insurance options for you and your dependents. Paid time off including company and floating holidays. Tuition Reimbursement. CASH employee referral program.
Our Acme Legacy & Culture:
Acme, Brooklyn, New York, United States of America
#J-18808-Ljbffr