IT Service Manager

Sacramento, CA, United States

GROW WITH US

As the largest 100% employee-owned company in the resource recovery industry, Recology has a unique workplace culture that guides how we support employees, interact with our customers, service our communities, and care for our environment.

We are a team of trusted advisors and partners to our Company clients. We are a diverse group with a shared commitment to excellence and providing high caliber service. We are a collaborative and supportive team and looking for a motivated self-starter to join us!

We encourage Recology employees to G.R.O.W. with Us professionally and personally by:

• Giving Back to our communities.

• Recovering Resources to achieve their best and highest use.

• Owning a company that provides quality service and protects the environment.

• Working Together to achieve our common vision, a world without waste.

You can G.R.O.W. with Us by becoming our IT Service Manager

ROLE

The Service Manager is responsible for the Service Improvement Strategy and Roadmap, inclusive of Service Level Agreements (SLAs) management, employee compute vendor services and SLAs, and IT Service processes with a goal to increase employees' satisfaction with IT services and plan for future growth. This role identifies and pursues service improvement initiatives. The team is lean and effective, so the role includes both hands-on problem solving as well as managerial and strategic responsibilities. Recology business systems are undergoing a transformation to the cloud, more employees are becoming technology users, and employees are becoming more mobile - Recology IT services, processes, and support must transform as well.

ESSENTIAL RESPONSIBILITIES OF IT SERVICE MANAGER

Expertise in defining and managing service desk transformations (e.g., awareness of managing the costs and optimizing hours of the service desk, knowledge and understanding of best practices for service management, management of service catalog).

Has the strategic vision for the service desk and employee engagement for IT services and the ability to set the long-term direction of the team.

Ensures the IT team is aligned around service delivery and support, impacts to employees, including clear communications.

Determines areas of focus for improvement by using analytics (e.g., review incident reports and trend data) to improve service health and delivery.

Analyzes SLAs to partner with other IT managers to identify root cause, create and rollout out solutions, and measure improvement.

Creates strategy and manages desktop and employee compute vendor relations, including regular operational reviews, evaluating alternatives for cost savings, and driving change based on data.

Oversees team which provides Service Desk functions to employees

Reviews and analyzes communications between IT staff and employees occurring at the Service Desk.

Ensures all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved aligning with relevant business changes.

Ensures that all relevant service and support information is communicated (e.g., inputs needed to define or support the service, reports, escalations, etc.) internally and externally.

Responsible for IT production change management processes.

Develops and enriches key employee relationships with IT liaisons and managers.

Manages service sunset activities, which include the planned and orderly transition of clients to another service, and the shutdown of all billing processes.

Responsible for Desktop hardware and software licensing inventory control.

Other duties as assigned.

QUALIFICATIONS

Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. Computer programs, including Microsoft Office suite of applications, using data to inform and set priorities and identify challenges/opportunities, VMWare's workspace1.

Management of an IT team of 5 or larger.

Experience with Service Desk Management, Leadership, Staffing, Written and Verbal Communication, Problem Solving, Decision Making, Critical Thinking, Teamwork, Attention to Detail, Analytical Thinking, Time Management, Working Under Pressure.

Knowledge of relevant technical standards (e.g., desktop systems, tools, desktop OS) with the ability to inspire and motivate a team

Service Management Framework knowledge

Principles of personnel training, supervision, and evaluation.

Supervisory techniques, resource allocation, planning, and budgeting.

High school diploma or GED required.

Bachelor's degree preferred.

Skill and/or Ability to: Promote the WASTE ZERO philosophy by making the best and highest use of all resources as well as finding ways to use waste products in ways that benefit the environment.

Ability to conduct complex analysis and apply technical knowledge to enhance existing processes or develop new, resourceful solutions.

Develop strategies to effectively manage current and future challenges and opportunities; develop recommendations and actionable plans.

Define issues and focus on achieving workable solutions; generate innovative ideas to develop or improve existing systems.

Demonstrate ability to use computers and technology capabilities.

Demonstrate strong proficiency and knowledge in area(s) of expertise as well as company business and proficiency in strategic and financial processes.

Communicate well both verbally and in writing; listen to and understand various viewpoints; share relevant information timely; provide constructive feedback; maintain professionalism.

Present ideas effectively to individuals or groups and deliver presentations suited to the characteristics and needs of the audience.

Effectively and productively engage with others and establish trust, credibility, and confidence.

Promote collaboration and assist others with their initiatives and efforts.

Motivate and empower others to achieve objectives and to develop a culture where employees feel ownership in what they do.

Attract, develop and retain good people; allow opportunities for self and others to reach their full potential; build and share knowledge and expertise.

Listen to and build customer relationships; increase customer satisfaction and ensure commitments are met.

RECOLOGY OFFERS:

• An ecologically innovative company that finds and mentors people committed to protecting the environment and sustaining our communities.

• The largest employee-owned resource recovery company in the industry with terrific benefits to help you prosper.

• A creative and caring culture that values community, diversity, altruism, accountability, collaboration, and learning by doing.

• An inspired company mission driven to use and return resources to their best and highest use through the practice of the 4R's: Reduce, Re-use, Recycle, and Recologize.

• Distinct professional challenges to connect with, care for, and grow community that sees a world without waste.

RECOLOGY BENEFITS MAY INCLUDE:

• Paid time off and paid holidays.

• Health and wellness benefits including medical, dental, and vision.

• Retirement plans (Employee Stock Ownership Plan, 401(k) with match).

• Annual wellness incentives.

• Employee Assistance Program (EAP).

• Educational assistance.

• Commuting benefits.

• Employee referral program.

SUPPLEMENTAL INFORMATION

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job; and pursuant to applicable law, we will consider for employment qualified applicants with criminal records. It is important that you provide accurate information on the job application, inaccurate information may cause delays in the processing of your application and/or may disqualify you as a candidate.

Recology is an equal opportunity employer committed to supporting an inclusive and diverse work environment where employees are valued, heard, and provided development opportunities. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability, protected veteran status, or any other basis that is prohibited by law.

This description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, effort, work conditions, and benefits associated with the job.