Manager, IT Service Desk, NA

About Vantage Data Centers

Vantage Data Centers powers, cools, protects and connects the technology of the world's well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.

IT Department

The IT Department for Vantage Data Centers is very hands-on. In most cases, we specify, purchase, configure and maintain all networking and server hardware. We also work closely with partner VARs to learn about the latest technology changes so we can make informed purchase decisions. The IT department is always looking for ways to strike the best balance between technology, performance, and cost.

Vantage IT also participates in designing each of our new data center building's networking infrastructure, including but not limited to diverse pathways connecting to carriers, meet-me room (MMR) hosting (rack, cabs, ladders, cross connect panels...), wireless AP (Access Points) coverage, etc. If you like getting your hands dirty and helping to design, build and maintain IT infrastructure in a modern data center, then come work at Vantage. We are expanding with many new builds!

Position Overview

This role will be based in Denver, CO. Following our flexible work policy (3 days in-office, 2 days flexible).

Vantage is looking for a meticulous, hands-on Manager, IT Service Desk to support the North American region with a global outlook adding value and consideration to the global support of Vantage. You will join the IT Service Desk team in providing professional and effective IT Support giving focus to the IT Service team to provide an excellent internal customer experience through the delivery of a pragmatic and cost-effective technology solutions. You will work closely with key senior leaders throughout the business to ensure IT services are fit for purpose, consistent and adding value to our fast-paced and growing enterprise.

Essential Job Functions

Lead and manage the IT Service Desk team in the NA region, ensuring efficient and effective support for all IT-related issues, while fostering a collaborative and high-performance work environment.

Drive continuous improvement initiatives to enhance customer satisfaction and service delivery, leveraging data-driven insights and feedback to implement best practices

Oversee workflow management in ServiceNow, ensuring that all incidents, requests, and changes are handled promptly and accurately, and optimizing the use of the platforms to improve efficiency.

Ensure a formal induction and training process for new starters, and provide ongoing training and documentation for existing employees to maintain high standards of service

Monitor, analyze, develop and implement strategies to improve service desk processes, and performance metrics, implementing corrective actions as needed to achieve continuous improvement

Ensure compliance with ITIL best practices and company policies and promote adherence to these standards across the team.

Manage the IT Service Desk Team members, including their career development, performance reviews and ensuring they work efficiently and effectively to meet organizational goals.

Act as the point of escalation for major incidents, ensuring coordination of resolving parties, effective communication to end users, and management of expectations.

Ensure all Service Level Agreements (SLAs) are adhered to and high service levels are maintained, consistently meeting agreed Key Performance Indicators (KPIs).

Work with the Asset Manager to maintain hardware standards, validated product lists, and support contracts within the Configuration Management Database (CMDB).

Identify opportunities to fully utilize unused or partially used IT hardware and software assets, maximizing the value of existing resources.

Collaborate closely with peers within the IT organization to ensure alignment and effective support across all IT functions.

Provide regular reports and updates to senior management on service desk performance and customer satisfaction, highlighting key achievements and areas for improvement.

Identify best practices and conduct periodic reviews of departmental processes, ensuring efficiencies are identified and implemented in response to changing business needs.

Ensure the effective delivery of quality IT solutions, delivered on time, within budget, and in line with business requirements.

Ensure appropriate support models are in place for all IT solutions, providing reliable and consistent support to end users.

Ensure effective communication within the team and with the wider business, fostering a culture of transparency and collaboration.

Collaborate with IT business partners, peers, and stakeholders to understand their needs and provide tailored support solutions, escalating and communicating issues to senior IT leadership as necessary.

Serve as a subject matter expert to internal stakeholders on IT service-related matters across the North American region, providing guidance and expertise.

Maintain and develop company processes and procedures within the Chief Technology and Information Office (CTIO), ensuring they are up-to-date and effective.

Analyze specifications, proposals, and other documentation to prepare, review, and comment on time, cost, and labor estimates for projects, ensuring accuracy and feasibility.

Understand and handle competing priorities in a fast-paced environment, effectively managing time and resources.

Develop and maintain relationships with subcontractors, partners, and vendors, with an effective understanding of budget management, including both operational and capital expenditures (OPEX and CAPEX).

Perform additional duties as assigned by management, demonstrating flexibility and adaptability in response to changing business needs.

Job Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience preferred.

Proven experience in managing an IT Service Desk, preferably within a multinational organization, demonstrating strong leadership and management skills.

Experience with ITSM tools, preferably ServiceNow and ITIL, within a global enterprise, with a focus on Incident, Request, and Change management.

Proficiency in working across a cross-platform environment (Mac & PC), with excellent knowledge of the Microsoft stack, including Active Directory (AD), Intune, Microsoft 365 (M365), and JAMF.

Excellent written and oral communication skills in English, with the ability to effectively convey technical information to non-technical stakeholders.

Ability to lead and motivate a team, fostering a positive and productive work environment, and promoting collaboration and teamwork

Strong problem-solving and analytical skills, with the ability to identify and resolve complex technical issues.

Excellent customer service and problem-solving, analytical, presentation and interpersonal skills and the ability to interact and communicate effectively with Senior Executive to CxO-level.

Travel is expected to be less than 5%

Ability to work under limited supervision, both independently and within a team environment, demonstrating self-motivation and initiative

"Ability to effectively prioritize and execute tasks in a high-pressure environment, managing multiple competing priorities.

Good knowledge of applicable software licensing terms, license models, and enterprise maintenance and support contracts.

Experience working with service providers in an international context, demonstrating cultural awareness and adaptability.

Physical Demands and Special Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and / or move up to 25 pounds.

Additional Details

Salary Range : $115,000-$120,000 Base + Bonus (this range is based on Colorado market data and may vary in other locations)

This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.

Compensation for the role will depend on a number of factors, including your qualifications, skills, competencies, and experience and may fall outside of the range shown.

#LI-Hybrid #LI-CD1

We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other's strengths and respecting each other's weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.

Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.

Don't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.

Vantage Data Centers is an Equal Opportunity Employer

Vantage Data Centers does not accept unsolicited resumes from search firm agencies. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Vantage Data Centers.

We'll be accepting applications for at least one week from the date this role is posted. If you're interested, we encourage you to apply soon-we're excited to find the right person and will keep the role open until we do!