Information Technology Manager II - Global @ Arrow Electronics

• Responsible for Global Service Operations and provides leadership for the Global Service Desk team
• Works in conjunction with Global Service Management leadership
• Champions ITSM and KCS Processes
• Provide management, leadership and coordination for Incidents which involve large-scale or high-profile outages, including communication activities
• Facilitates shift turnover and hand-off calls and provides reports necessary for daily roll up for IT incidents.
• Ensures proper follow-up and resolution for Problems which cause large-scale or high-profile outages
• Enforces Arrow process and standards
• Key escalation point for all business impact issues
• Provides metrics and data to support availability reports
• Works with teams to reduce support costs
• Oversee the day-to-day service delivery to meet or exceed service level agreements (SLAs), key performance indicators (KPIs) and other business objectives related to timeliness, service quality, and efficiency
• Actively engages in recruiting, evaluating, and developing staff
• Identify opportunities for the Service Desk to improve its ability to resolve incidents and fulfill requests without escalating to other teams; work with IT leadership teams to transition responsibilities to the Service Desk as appropriate
• Works closely with all IT functions including Application Support, Infrastructure and Security to ensure the Service Desk team is trained on all systems and applications
• Collect, interpret, and analyze data and reports to identify patterns and trends in data sets to inform business decisions
• Identify customer service trends and collaborate with other functional areas to drive continuous improvement initiatives to deliver business value

Job Complexity

• Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s)
• Is accountable for the performance and results of a team within own discipline or function
• Adapts departmental plans and priorities to address resource and operational challenges
• Decisions are guided by policies, procedures and business plan; receives guidance from senior management
• Provides technical guidance to employees, colleagues and/or internal customers
• Accountable for the budget, performance and results of a medium-sized team or multiple small teams
• Exercises full management authority, including performance reviews, pay decisions, recruitment, discipline, termination and other personnel actions
• Addresses issues with impact beyond own team based on knowledge of related disciplines

What We Are Looking For

Experience / Education

• Must have a technology and service desk background
• Graduate in any stream with a minimum of 16 years of relevant experience
• ITIL certification
• Multitasking skills
• Ability to pay attention to detail

Preferred qualifications

• Proven work experience as operations manager
• In-depth knowledge of performance metrics
• Excellent communication and leadership skills
• Organizational and time-management skills
• Excellent written and verbal skills
• Experience/understanding of ITIL methodology
• The ability to multitask across multiple incidents
• Understanding of SLAs and KPIs
• Experience of working in complex, high pressured environments within a 24-hour service structure