IT Service Operations Manager

Location: Birmingham, Alabama
Opening ID: 19581
Job Family: Manager
Date Posted: Mar 14, 2019

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Job Description

Why Join Altec?

If you're considering a career with Altec, Inc., there's never been a better time to join us! Our Company was founded based upon values that place the customer first, and view people as our greatest strength. Altec has continued to grow, utilizing the same basic values, and over the years, those values have helped us to earn the trust and confidence of our customers worldwide. We remain committed to total customer satisfaction in everything we do. That's why today, Altec is an innovative, financially sound company that is setting the standard of excellence in design, manufacturing and service; and that's why you can rely on us to provide you with the stability of a well managed company.

Our Company:

Altec Inc., founded in 1929, is a privately held company headquartered in Birmingham, Alabama.

Altec specializes in the manufacture, sale and service of aerial devices, digger derricks, cranes and specialty equipment for the electric utility, telecommunications, tree care, construction, and light and sign maintenance industries in more than 120 countries.

Responsibilities

Altec, Inc is seeking highly motivated professionals who are eager to play a major role in digital transformation with the support and improvement of user experiences with technology.

The IT Service Operations Manager provides daily supervision and direction to the Service Desk team. The IT Service Operations Manager establishes an effective, proactive and repeatable service delivery process that improves the end user’s IT experience.  The IT Service Operations Manager will work with other IT teams at Altec to ensure the end user’s experience is maximized and support is delivered from the Service Desk and coordinated throughout the IT organization.

Key Roles and Responsibilities

  • Manages Customer Service team and ensures service requests are completed in a timely manner
  • Leads and supervises the Service Desk team through the handling and management of IT service requests, incident management, problem management, event management, outage escalations, enterprise IT troubleshooting
  • Monitors assigned queues, voicemail, web sites and other incoming communication methods
  • Establishes internal service delivery performance benchmarks, drives Quality Assurance engagements, drives Ticket Deep Dives and develops strategies/initiatives for improvement, develops IT Service Desk reports and reviews
  • Establishes and manages Knowledgebase/Solutions Repositories and ensures new/updated processes, procedures, work instructions and knowledge are incorporated in a timely fashion in the knowledgebase and are available to the entire Service Center team
  • Collaborate with Local IT groups at multiple locations with the delivery of Service and support of the end user.
  • Establishes and manages processes for communicating specified outages/emergency activities to IT and the end users
  • Remain highly adaptable - Due to the changing nature of priorities in supporting customers, this role requires high adaptability

Minimum Qualifications

  • High School Diploma or GED Required
  • Bachelor's degree in related discipline strongly preferred, but consideration may be given to exceptional candidates with 7 years relevant work experience.
  • Minimum of four years direct business experience in an Altec business unit or three years of IT experience.
  • Proven ability to learn and apply new and current concepts, practices, and procedures in the field
  • Ability to perform a wide variety of tasks
  • Ability to prioritize workload
  • Must employ experience and good judgment to plan and accomplish goals.
  • Current valid driver's license.
  • Excellent organizational and problem-solving skills.
  • Must be able to work independently

Benefits

Altec offers a competitive salary that rewards performance and dedication, along with a comprehensive benefits package that includes:
          • Medical, Dental and Prescription Drug Program
          • Retirement 401(k) Program
          • Vacation and Holidays
          • Flexible Spending Accounts
          • Tuition Assistance Program
          • Employee Assistance and Mental Health/Substance Abuse Program
          • Life Insurance, Accidental Death and Dismemberment Insurance

EEO Statement

Altec Industries, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, color, religion, sexual orientation, gender identity, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Altec strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.

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