Service Delivery Manager

Dallas, TX, USA (Hybrid)

Job Type

Management

Role Summary:

The IT Services Manager leads the process-focused service desk and operations of the user and client-focused technologies. The IT Services Manager is a key member of the growing IT team servicing users in the company’s regional offices and the Denver HQ. You will work as a part of a diverse team to support the operations of the company and foster a positive customer service experience. Additional duties will include managing the day-to-day interactions of contract Tier 1-2 resources, hardware inventory, on-boarding and off-boarding procedures, and ITSM operation and accuracy. This role will report to the Director of IT.

Essential Duties and Responsibilities:

  • Providing best-in-class customer service to the business for technical and operational support

  • A passion for leading-by-example and sharing knowledge and teaching others

  • Day-to-day responsibilities for the IT ServiceDesk

  • Primary contact for managing and administering ServiceNow ITSM, including Knowledge Management

  • Responsibility to developing reporting functionality for IT and Executive Leadership

  • Maintains support desk infrastructure and managing resourcing and coverage along with the contracted MSP and staff augmentation resources

  • Developing, maintaining, and documenting processes to streamline and automate IT support and to support rapid growth and function evolution

  • Recommending process and governance changes – being the eyes and ears of the “boots on the ground” and bringing issues to the forefront with IT leadership

  • Acts a member of a team of administrators supporting SaaS, PaaS, and IaaS Enterprise Applications including Office 365

  • Builds, tunes, and responds to proactive alerting to provide best in-class service to team members

  • Writes, updates, and perfects the Knowledge Base for IT support, operations, and issues under her purview

  • Responds to issues and outages and recommends action plans along with the IT team and support engineers

  • Provides valuable insight and takes lead for certain M&A and integration tasks

  • Supports the Enterprise Applications and Infrastructure groups in alignment with the IT Strategic Plan and Future Roadmap

  • Reviews and analyzes existing processes effectiveness and efficiency and develops strategies for improving and integrating these systems

  • Works directly with Enterprise Applications team, Cybersecurity team, and Data Infrastructure team as peers to identify and implement software applications and support field operations

  • Manages and maintains end-user access to systems. Keeps users informed on the progress of maintenance. Documents activities utilizing an ITSM tool

Qualifications:

  • Candidates with CompTIA A+, Net+, Sec+, CCNA, or Microsoft Certifications are preferred, but not required

  • Working knowledge of management and implementation of public cloud services, such as AWS, Azure, and/or GCP, with a focus on IaaS and PaaS

  • Ability to take initiative and operate in a fast-paced, growing small to mid-sized business

  • Ability to communicate with a diverse set of users, from the CEO to drilling superintendents

  • Demonstrated ability to own problems to their resolution

  • Office365 and SharePoint Online

  • Working knowledge and advanced proficiency in the Microsoft Office Suite

  • Experience with iManage, ServiceNow, and IT automation are a plus

  • A Bachelor’s degree or equivalent real-world experience in a technical field.

  • At least three-to-five years of related progressively responsible experience required.

  • Experience in Oil and Gas companies will be considered a plus.

  • A ServiceNow certification (e.g. CSA) will be considered a plus.

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