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Call Center/Help Desk Manager
UICGS / Bowhead Family of Companies
Anchorage, KSA
Full Time
Manager
Onsite
4 weeks ago
ITIL 4 FoundationIncident ManagementProblem ManagementChange ManagementService Level ManagementMicrosoft 365
Free
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ITIL 4 FoundationIncident ManagementProblem Management
About the Role
Bowhead is seeking an IT Service Delivery Manager in Anchorage, AK to lead enterprise IT service delivery. The role oversees service desk performance, ITSM processes, and cross-functional teams, ensuring high-quality support and continuous improvement.
Key Skills for This Role
ITIL 4 FoundationIncident ManagementProblem ManagementChange ManagementService Level ManagementMicrosoft 365
Responsibilities
- Lead the day to day delivery of enterprise IT services, ensuring high availability, responsiveness, and customer satisfaction
- Ensure compliance with established SLAs, OLAs, and KPIs
- Oversee incident, request, problem, change, and service fulfillment processes
- Champion ITIL best practices and promote process maturity across the organization
- Drive continual service improvement (CSI) initiatives through data analysis, process optimization, and automation
- Provide leadership, mentoring, coaching, and professional development for Service Desk personnel and technical support staff
- Serve as a liaison between IT and business leadership, managing customer expectations
- Analyze service metrics and trends to identify recurring issues and implement long term corrective actions
- Support disaster recovery planning, business continuity efforts, and operational readiness initiatives
- Partner with project teams to ensure successful transition of new technologies into production support
Requirements
- Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or related field (or equivalent experience)
- Five to ten (5 10) years of progressive experience in IT Service Management
- ITIL 4 Foundation Certification
- Strong knowledge of Incident Management, Problem Management, Change Management, Request Fulfillment, and Service Level Management
- Experience administering or managing enterprise IT Service Management (ITSM) platforms
- Working knowledge of Microsoft 365, Azure, Active Directory, Windows Server, enterprise networking concepts, and cloud services
- Excellent verbal, written, and presentation skills
- Demonstrated ability to communicate technical issues to both technical and non technical audiences
- Strong analytical, organizational, and problem solving abilities
- US Citizenship required
Full Job Posting
Overview
- Bowhead is seeking an experienced and customer focused IT Service Delivery Manager in Anchorage, AK to lead the delivery of enterprise IT services across our organization.
- This role is responsible for ensuring the consistent delivery of high quality IT support, maintaining service excellence, and driving continuous improvement initiatives.
Service Delivery Leadership
- Lead the day to day delivery of enterprise IT services, ensuring high availability, responsiveness, and customer satisfaction.
- Ensure compliance with established Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).
- Oversee incident, request, problem, change, and service fulfillment processes.
IT Service Management
- Champion ITIL best practices and promote process maturity across the organization.
- Drive continual service improvement (CSI) initiatives through data analysis, process optimization, and automation.
- Develop and maintain operational procedures and service documentation.
Team Leadership
- Provide leadership, mentoring, coaching, and professional development for Service Desk personnel and technical support staff.
- Coordinate activities across infrastructure, networking, systems administration, cybersecurity, vendors, and third party service providers.
- Foster a culture focused on accountability, collaboration, and exceptional customer service.
Customer Management
- Serve as a liaison between IT and business leadership.
- Manage customer expectations and proactively resolve service related issues.
Operational Excellence
- Analyze service metrics and trends to identify recurring issues and implement long term corrective actions.
- Develop reporting dashboards and executive level service performance summaries.
- Support disaster recovery planning, business continuity efforts, and operational readiness initiatives.
Project & Technology Enablement
- Partner with project teams to ensure successful transition of new technologies into production support.
- Support cloud transformation, infrastructure modernization, and digital workplace initiatives.
- Assist in IT budgeting, resource planning, and vendor management.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or related field (or equivalent experience).
- Five to ten (5 10) years of progressive experience in IT Service Management.
- ITIL 4 Foundation Certification
- Strong knowledge of Incident Management, Problem Management, Change Management, Request Fulfillment, Service Level Management.
- Experience administering or managing enterprise IT Service Management (ITSM) platforms.
- Working knowledge of Microsoft 365, Azure, Active Directory, Windows Server, Enterprise networking concepts, Cloud services.
- Excellent verbal, written, and presentation skills.
- Demonstrated ability to communicate technical issues to both technical and non technical audiences.
- Strong analytical, organizational, and problem solving abilities.
Preferred Qualifications
- Project Management Professional (PMP) certification.
- Experience supporting government, Department of Defense (DoD), or Alaska Native Corporation (ANC) environments.
- Familiarity with IT governance frameworks such as NIST or CMMC.
Desired Competencies
- Servant leadership
- Customer first mindset
- Strategic thinking
- Operational excellence
- Continuous improvement
- Strong decision making and prioritization
- Conflict resolution and negotiation
- Executive communication
- Vendor and contract management
- Process improvement and automation
- Change leadership
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