Manager, IT Solutions Delivery Job at 24 Hour Fitness (Carlsbad)

Job Description

The Manager, IT Solutions Delivery serves as a strategic leader accountable for overseeing and advancing all aspects of technical support operations. This position requires a combination of technical proficiency, leadership, and a commitment to customer satisfaction. The ideal candidate will promote operational excellence, drive innovation, and consistently deliver high-quality IT services support across the organization.

Job Responsibility

Build and maintain a high-performance team by recruiting, developing, and mentoring skilled and motivated professionals in a collaborative environment that fosters a culture of excellence, teamwork, innovation, and continuous improvement
Delegate tasks effectively by assigning ownership and accountability, promoting individual growth and development
Provide clear communication and feedback, regularly conveying expectations, goals, and performance metrics, and offering constructive feedback for individual and team growth
Resolve conflicts effectively, fostering a positive and open environment where team members feel comfortable raising concerns and collaborating on solutions
Demonstrate strong decision-making skills by analyzing information, weighing options, and making sound decisions that benefit the team and the organization
Demonstrate adaptability and resilience by navigating change, unforeseen challenges, and tight deadlines calmly and confidently while maintaining a positive and proactive approach
Demonstrate Emotional intelligence through understanding and managing your own emotions and biases and by recognizing and responding appropriately to the emotions of others
Support, disseminate, and enforce information security and compliance policies, standards, and guidelines across end-user technologies, processes, and behaviors
Train team members to recognize suspicious activity and events and ensure expeditious escalation and resolution of security incidents
Evolve the knowledge, technical expertise, and productivity of your staff by documenting problem resolution performed by higher-echelon support and adopting those procedures into core capabilities
Develop and implement strategies and plans that align with the organization's IT objectives and business goals
Establish and monitor key performance indicators (KPIs) to measure effectiveness, customer satisfaction, and team performance
Continuously gather and utilize user feedback to guide improvements
Report performance insights and recommendations to management and other key decision-makers
Stay informed about emerging technologies, industry trends, and best practices in management to drive innovation and efficiency within the teams
Utilize IT service management (ITSM) tools such as JSM, Jira, and Confluence to streamline operations, including ticketing systems, knowledge bases, and self-service portals
Proactively identify and resolve potential issues before they impact users by leveraging enterprise diagnostic and monitoring tools like Dynatrace and Q-Radar
Work with engineering teams to develop automated escalation and remediation solutions
Implement automation and self-service solutions to streamline processes and enable users to resolve issues independently
Develop and implement accessible knowledge bases and self-service portals to facilitate easy access to information and support for users
Evaluate and implement new tools, technologies, and processes that enhance team capabilities and improve user experience
Research and integrate artificial intelligence (AI) and machine learning (ML) tools for automated ticket routing, issue prediction, and chatbots
Ensure teams are prepared to support new technologies adopted by the organization
Ensure teams deliver timely and effective support to resolve user issues and requests, adhering to SLAs and quality standards
Implement and maintain ITIL-based processes for incident management, request fulfillment, problem management, and continuous service improvement
Analyze data and statistics to identify user behavior trends, identify knowledge gaps, and optimize service desk processes
Act as the liaison between the IT department and end-users, ensuring effective communication and fostering positive relationships
Collaborate with IT and business leaders to identify service improvement opportunities and integrate user feedback into service enhancement initiatives
Conduct regular service reviews with key stakeholders to report on performance, discuss issues, and plan future service improvements

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field
10+ years of experience in IT service management, with at least 5 years in a supervisory or management role within an IT service desk environment
In-depth knowledge of ITIL frameworks for incident, problem, change, and service request management
In-depth knowledge of ITSM principles and best practices
Proficient in ITSM tools and technologies, with a focus on automation and process optimization
Understanding of key IT infrastructure and components, including hardware, software, networks, operating systems, and related technologies relevant to the organization's environment
Familiarity with common user applications and tools, including commercial and custom-developed software used by corporate and field employees
Understanding of data and analytics tools to measure service desk performance, identify trends, and improve effectiveness and efficiency
Strong leadership and team management skills: motivate and develop staff, delegate tasks, provide feedback, and foster collaboration
Excellent problem-solving and critical thinking abilities: troubleshoot, diagnose, and resolve user issues efficiently and effectively with sound analytical and logical thinking
Interpersonal skills: cultivate relationships with internal and external customers and work effectively with technical and non-technical stakeholders
Project management: plan, execute, and monitor projects related to service desk improvement or implementation of new technologies
Change management: lead through transitions and effectively communicate change to stakeholders
Communication: effectively communicate complex technical information to both technical and non-technical audiences, both verbally and in writing
Decision-making: analyze information, weigh options, and make sound decisions that benefit the team and the organization
Incident and request management: follow established processes for logging, prioritizing, and resolving user issues and requests
Time management: manage multiple tasks effectively, meet deadlines, and prioritize work based on urgency and impact
Continuous learning: stay current with emerging technologies, industry trends, and best practices in IT service management
Adaptability and resilience: navigating change under pressure in unforeseen circumstances while maintaining composure and finding solutions

Nice to have

ITIL Foundation or Intermediate certificate
Advanced ITIL or other ITSM certifications
CompTIA A+ certification
HDI Support Center certification
Project management certifications like PMP or CAPM

What we offer

Free Club Membership
Employee Assistance Program (EAP)
Basic Group Live and AD&D Insurance ($10,000)
401k Savings and Investment Plan
Medical/Dental/Vision Benefits (for average of 30 hours or more per week)
Paid Time Off (for average of 30 hours or more per week)
Sickness Benefits (for average of 30 hours or more per week)
Complimentary membership for team members and their eligible dependents

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Manager, IT Solutions Delivery

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