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Title

IT Service Manager 

Description

PURPOSE

This role is responsible for the effective and efficient delivery of IT systems and services to internal teams and external customers of the organization. The IT Service Manager will combine some aspects of the traditionally defined ITSM roles of Service Delivery Manager and Incident Manager, ensuring services are delivered in accordance with agreed business requirements, effective coordination of the incident management process, in particular whenever there are major incidents, and promote continual service improvement. Additionally, the role manages the IT Service Desk, including the effective execution of first line incident management, access management and request fulfilment processes.

 

The role also works with various leadership personnel, key business units, and other IT professionals to ensure effective operational governance and control structures are developed and maintained. Oversee the administration of IT policies, programs and procedures. Ensure the company is taking appropriate measures to mitigate against cybersecurity threats and risks. Serve as backup security administrator and augment user supportas needed. Serve as primary poc for service management tool, including design, configuration, module changes, enhancements, problems, and metrics. Drive the overall communication effort, effectiveness, and accountability for IT Service to the organization.

 

PRINCIPAL ACCOUNTABILITIES

  • Plan and manage support for incident management tools and processes
  • Drive the efficiency and effectiveness of the incident management process
  • Produce management information
  • Manage the work of incident support staff (all tiers)
  • Monitor the effectiveness of incident management and making recommendations for improvement
  • Develop and maintaining the incident management systems
  • Manage major incidents
  • Develop and maintain the incident management process and procedures
  • Ensure that all knowledge base items are made accessible to those who need them in an efficient and effective manner
  • Set direction and provide a framework through which improvement objectives can be delivered
  • Communicate the vision of Continuous Service Improvement (CSI) across the IT organization
  • Design the CSI register and associated activities
  • Ensure that CSI activities are coordinated throughout the service lifecycle
  • Manage the IT Service Desk
    • Logging all relevant incident/service request details, allocating categorization and prioritization codes
    • Providing first-line investigation and diagnosis
    • Resolving incidents/service requests when first contacted whenever possible
    • Escalating incidents/service requests that they cannot resolve within agreed timescales
    • Keeping users informed of progress
    • Closing all resolved incidents, requests and other calls
    • Conducting customer/user satisfaction call-backs/surveys
    • Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
  • Ensure the effective communication and coordination of problem-solving efforts
  • Drive root-cause discussion between IT operations, security operations, application development, application support, IT Service Desk and other IT teams that are part of the Incident Management and Problem Management process.
  • Ensure all problems have an owner and appropriate follow-up actions are addressed in a timely manner
  • Proactively identify problems, analyzing event data and recommending Service Improvement plans
  • Maintain and/or develop reporting for continued process improvement
  • Coordinate the activities of multiple team members and manage through influence
  • Conduct comprehensive reviews based on the annual audit plan to, but not limited to, analyze IT risks, identify areas for improvement, and raise opportunities for streamlining and efficiencies.
  • Facilitate internal and external audit processes by gathering requested information, facilitating responses to questions during audits, keeping management abreast of any potential findings/issues, driving audits for a successful result, tracking open findings/issues, and ensuring timely completion of audit commitments.
  • Act as a department resource for ITSM knowledge in critical subject matter areas and/or key business processes assigned.
  • Assist in the identification, handling and resolution of all cybersecurity incidents.
  • Assist in the development, implementation and review of security plans, policies and procedures.
  • Plan and execute various special projects and corporate initiatives.
  • Report unresolved network security exposures, misuse of resources or noncompliance situations using defined escalation processes.
  • Develop and implement security standards, policies and procedures based on best practices and within audit guidelines.
  • Organize collection and consolidation of evidences to address compliance findings.
 
Position Requirements

Qualifications and Education Requirements

  • Bachelor's degree in computer science, information systems, business administration or related field, or equivalent work experience
  • 5+ years of relevant experience in IT Service Management (ITSM)
  • Formal IT Service Management training
  • 3+ years progressive experience supervising personnel
  • Strong understanding of ITIL or other ITSM methodology and ability to clearly articulate and govern execution of Service Delivery, Incident Management, & Problem Management processes
  • Experience utilizing Service Management tools
  • Strong listening, problem solving, negotiation, communication, and facilitation skills
  • A “Can Do” attitude with a sense of urgency
  • Demonstrated expertise of ITSM processes and principals

 

Preferred Skills

  • Solid technical infrastructure experience
  • Service-oriented approach to IT operations
  • 3+ years of experience of managing IT service delivery using an IT service management methodology such as ITIL
  • Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to business leaders
  • Deliver exceptional service through positive engagement, communication, and patience.
  • Work in a team environment to continuously improve results.
  • Promote a culture of trust and safety.

 

Working conditions

This position will be required to work in an office environment with moderate noise levels, and, with or without reasonable accommodation is required to:

  • Remain in a stationary position for extended periods of time.
  • Frequently operate a computer for extended periods of time and regularly operate other office productivity machines.
  • Occasionally ascend/descend stairs and move up to 20 pounds of office objects.
  • Frequently communicate with peers, supervisors, third parties, and other employees to exchange accurate information and answer questions.
  • Occasionally attend meetings in buildings outside corporate office and at off-site locations with various internal conditions, and requiring travel in various external conditions.

Travel domestically as necessary.

 
Full-Time/Part-Time Full-Time  
Position IT Service Manager  
Close Date  
Exempt/Non-Exempt Exempt  
Open Date 4/9/2021  
Location USA Truck General Office  
About the Organization

USA Truck is driven to be a premier North American transportation solutions

provider that improves the lives of team members, customers, industry partners,

and our communities. We promote a culture of trust in a safe, fun,

and friendly environment where people grow and thrive.

 
EOE Statement USA Truck, Inc. is firmly committed to inclusivity and equality of opportunity for all employees and applicants for employment, and does not discriminate against applicants or employees for any reason prohibited by law or its own policies. USA Truck, Inc. will provide reasonable accommodations for employees and applicants for employment.

This position description is intended to describe the general nature and level of work being performed by the employee in this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required for this position; other duties outside of normal responsibilities may be performed as necessary to meet the needs of the organization. Nothing in this position description restricts the Company’s right to assign or reassign duties and responsibilities to this position at any time.
 

This position is currently accepting applications.

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