Hub Group offers comprehensive transportation and logistics management solutions. Keeping our customers’ needs in focus, Hub Group designs, continually optimizes, and applies industry-leading technology to our customers’ supply chains for better service, greater efficiency, and total visibility. As an award-winning, publicly traded company (Nasdaq: HUBG) with nearly $5 billion in revenue, our 6,000 employees across North America are always in pursuit of “The Way Ahead” – a commitment to service, integrity and innovation. For more information, visit hubgroup.com.
Job Summary
The Manager, IT Service Desk and End User Computing is responsible for providing 24X7X365 leadership and management of day-to-day activities for local and remote staff. Monitors Hub Group ITSM data, proactively identifying trends and addressing potential impacts. The Manager is responsible for ensuring that the IT team meets and exceeds service level expectations and defined metrics/benchmarks and follows established standards and processes.
Essential Job Functions
- Manages the day-to-day responsibilities of a team of professionals providing first level business systems support.
- Serves as key incident escalation point for critical or high severity issues and provides regular process review with an eye to process improvement.
- Develops operational procedures and provides guidance and leadership to analysts in adopting standard operating procedures necessary for the day-to-day maintenance and incident response methodologies (identification, triage, troubleshoot, escalate, close).
- Builds relationships with supported customers and service providers (internal and external).
- Measures overall support effectiveness, quality of work and continuous improvement through metrics.
- Performs asset management, including the procurement process, incoming product, transfer of assets, inventory, and the "end-of-life" process.
- Manages the ITSM, computer imaging, software deployment and inventory platforms.
- Generates management reports and provides insight into service level agreements, and average ticket resolution time.
- Provides management and leadership to team members including staffing selection, goal setting, annual reviews, compensation planning, career development, coaching and administrative support.
- Assists in developing and managing short to longer term tactical and strategic support initiatives.
- Represents the team on cross-functional projects and ensures timely completion of agreed deliverables.
- Coordinates the change management process across all production systems.
- Manages team workload; ensures all incidents, problems and requests are prioritized, assigned, resolved or acted on in a timely manner; ensures all incidents and problems have root cause identified where possible.
- Reviews and identifies common problem areas that require focus and assign tasks accordingly.
- Works with appropriate groups to administer and maintain policies and procedures to ensure a standard approach is adopted in the implementation of system changes; mentor team members on these policies and procedures.
- Provides Operations and Support perspective in the adoption of new technologies and the implementation of new software.
- Understands and adheres to the current escalation and critical situation management process.
- Responsible for the internal and external communication of issues to management, other internal support groups and the customers via all appropriate avenues.
- Acts as a communication channel with regards to customer interaction as required ensuring clients are updated on critical issues.
- Works independently to triage multiple simultaneous issues and manage all to effective resolution.
- Ensures software-licensing requirements are fulfilled according to company policy.
- Duties, responsibilities and activities may be assigned or changed from time to time.
Minimum Qualifications
- Bachelor's degree or equivalent industry experience.
- 5+ years of Service Desk, Support Center or Network Operations Center (NOC) experience with a demonstrated pattern of increasing responsibility.
- 3+ years of supervisory/managing in an IT environment.
- Highly developed customer service skills are a must.
- Demonstrated history of successfully providing excellent customer service.
- Proven record of establishing and implementing objectives and tactical plans from overall direction and strategy to execution.
- Experience working with and implementing ITIL based processes.
- Working knowledge of IT operations in hybrid architecture across various on and off premise service types (private, public and community), layers (SaaS, IaaS, PaaS,) and providers such as AWS, Azure, Oracle, etc.
- Demonstrated strong leadership capabilities and interpersonal skills.
- Proven experience providing support in a Microsoft Office 365 and Active Directory environment.
- Experience with hardware and software deployment and management tools such as Intune, MECM, JAMF, SOTI.
- Ability to communicate technical issues in business terms to multiple levels internally and externally.
- Effective and professional verbal and written communication skills and solid presentation skills.
- Strong reporting and documentation skills.
- Experience configuring and deploying one or more help desk platforms is highly desirable.
- Experience managing a diverse and decentralized team.
- Ability to manage multiple priorities as well as flexibility to adapt to change with new systems and methods while working in a team environment.
