Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

IT Service Manager Lead

Expired Job

State Of Wisconsin Madison , WI 53706

Posted 4 months ago

The IT Service Desk Team Lead/IT Service Manager will manage the delivery of services and provide critical incident management for the Department of Transportations IT services and applications. This position will lead the IT Service Desk team to ensure customer services are appropriately provided, including IT Service Desk daily activities incorporating the full-service lifecycle as it pertains to Incident, Service Request, Knowledge, Change, and Asset Management processes utilizing ITIL framework.

This role consists of resolving complex and everyday service requests related to PCs, servers, networks, hardware and software problems and malfunctions; interacting and consulting with customers and vendors to manage their satisfaction, providing guidance, assistance and follow-up to customer inquiries. This position provides project manager or advanced project leader services and will coordinate concurrent IT projects encompassed by the customers business plan. This position is responsible for the planning, development and implementation of highly complex, integrated IT services across multiple business areas.

This position is directly responsible for providing direction to staff of IT analysts and administrators in performing those duties, and coordinating the work of task forces and committees, composed of IT and customer personnel, involved in the development and implementation of IT systems. This position also participates in joint ventures with multi-jurisdiction agencies for research, design and implementation of common/shared systems. Performance of these duties involves a large number of highly complex business and technology variables and the integration/revision of major systems.

Additional duties may include:

Lead IT Service Management projects

Lead daily activities of the Service Desk to diagnose and resolve client problems

Provides communication between the management, customer and team as required, to provide strong team representation and to ensure customer expectations are being met

Take escalated issues and resolve or refer to specialized expert as needed

Implement a Continuous Improvement Program with defined performance goals and metrics, and monthly reviews

Monitor queue and tickets to ensure analysts are available to take calls and tickets are being worked in a timely manner

Set expectations for completing tasks

Implement Service Desk Standard Operating Procedures

Verify team members are reviewing the important information in the Service Desk knowledge base

Promptly take calls when call volumes are high

Encourage collaboration among all Service Desk teams and other IT groups

Provide continuous training for Service Desk staff to include focus training as needed

Recognize and help develop areas of improvement for the Service Desk

Develop new procedures to better measure relevant customer satisfaction

Special Notes:

Prior to any appointments for position(s) filled from this announcement, candidates may be subject to a comprehensive criminal background check with may include FBI fingerprinting.

WisDOT does not sponsor work visas. Any appointment made will be contingent on the applicant being able to prove valid status to work in the United States.


A minimally qualified applicant will have training and/or experience in all of the areas listed below:

Experience with service management tools (i.e Cherwell , Zendesk, Service Desk, Service Wise etc.)

Training and/or experience leading IT projects or programs

Experience with incident management

See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Automotive Service Manager

Bridgestone Firestone

Posted 1 week ago

VIEW JOBS 12/5/2018 12:00:00 AM 2019-03-05T00:00 Overview We Promise to Care We understand that we offer more than just car service. We rescue people from bad days and we offer solutions for difficult situations. We are people of integrity and we believe that fundamental honesty is the keystone of our business. We are committed to doing the hard work necessary to earn the loyalty of our teammates and our customers by providing a positive experience every time. We are proud and passionate to represent the brand of Bridgestone. Every day, in every store, with every teammate and every customer….We promise to care! Our Purpose: To be the most trusted provider of automotive care in every neighborhood we serve. Bridgestone Retail Operations, LLC employs over 22,000 teammates in North America and operates more than 2,200 company-owned stores. Our locations include Firestone Complete Auto Care, Tires Plus, Hibdon Tires and Wheel Works. Apply today to learn more about why Bridgestone Retail Operations is the right place to build your career! Position Summary Combine your in-depth automotive repair knowledge with your exceptional people skills to manage customer satisfaction and teammate retention. This position will also select, coach, lead, train and supervise vehicle technicians while assisting with the purchase of parts, materials and equipment. Responsibilities Serving customers is a key to success in this position. Combining your in-depth automotive repair knowledge with your exceptional people skills, you'll manage customer relationships and frequently serve as a liaison between technicians and customers. You'll also select, coach, lead, train and supervise vehicle technicians while assisting with the purchase of parts, materials and equipment. You will take a leadership role in creating: * Teammate Retention * Customer Satisfaction & Retention * Serving Customers' Automotive Service Needs * Creating Results for Teammates, Customers, and the Company Qualifications * 4 years auto service technical experience. * 1 year service manager or writer experience. * Valid driver's license required. * Pre-employment drug test, physical exam and background check required. * A college degree is preferred. Benefits, Privileges and Growth Opportunities * We offer over 31 Benefits and Privileges to include medical, dental, vision, 401k, cash balance retirement plan and more. * We are An Equal Opportunity Affirmative Action Employer, in fact, "One of our strengths is found in our commitment to serve a diverse customer population with diverse teams of teammates." * Over 100 years of success is an indication of the stability our workforce enjoys. Bridgestone Firestone Madison WI

IT Service Manager Lead

Expired Job

State Of Wisconsin