IT Service Manager

Who You Are

As the IT Service Manager at Sila, you’ll collaborate across the organization to provide service and troubleshooting for Sila’s IT systems and ensure all Silazens have the technologies and access they need to do their best work. You'll be a key contributor that manages and optimizes the service desk experience for all Silazens.

To get the job done, you’ll work closely with key partners, and other members of the Data Systems Team including - systems administrators, network engineers, systems engineers, and members of the software engineering team on projects that roll up to company level goals.

Responsibilities and Duties

• Lead and develop an impactful team of technology support professionals
• Focus on user experience and continuous improvement of service delivery
• Manage / Own the IT Service Catalog and IT Support Knowledge Base
• Find Opportunities for IT Self Service and optimizing workflows
• Oversee all help desk requests, incidents, escalation and resolution - including hands-on
• Lead triage and assignment of Service Desk requests
• Act as Tier 3 Escalation point for IT Service
• Own administration of collaboration tools and conference room technology
• Lead the IT Onboarding process with cross functional team members
• Ensure optimal staff and department performance according to KPI's
• Report on team health and areas of focus

Knowledge and Skill Requirements

• 5+ years' hands on IT Help Desk leadership experience including supervision of service delivery team members (Full-time and / or contractors)
• Experience Supporting: MacOS, Windows, Google Workspace, Asana, Endpoint Security, SSO, etc.
• Knowledge of ITIL standard processes and disciplines
• Expertise with securing operating systems, endpoint threat protection and data security practices across multiple computer platforms
• Experience with Procurement and contract negotiation experience for IT products and services
• Experience working with / Managing Managed Service Providers (MSPs)
• Experience with Fleet Management tools such as JAMF or ManageEngine
• Experience with “Zero Touch” Deployment

Physical Demands and Working Conditions

• Move long distances (such as from building to building) and be stationary for extended periods of time
• Operate a computer and other office equipment, such as a laptop, copier/printer, etc in a fixed location
• Repeating motions that may include the wrists, hands and/or fingers

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The starting base pay for this role is between $111,500 and $140,750 at the time of posting. The actual base pay depends on many factors, such as education, experience, and skills. Base pay is only one part of Sila’s competitive Total Rewards package that can include benefits, perks, equity, and bonuses. The base pay range is subject to change and may be modified in the future. #LI-FM1 #LI-Hybrid