Job Information
AeroVironment Sr. Manager, Service Desk in Simi Valley, California
Worker Type
Regular
Job Description
Summary
The primary role of the Senior Manager, Service Desk is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. Evolve current AeroVironment’s Service Desk processes and metrics. This includes asset management, ITIL processes, metrics, and SLAs. The Senior Manager, Service Desk is also responsible for planning, designing, and analyzing the organization’s Service Desk according to best practices, while ensuring high levels of customer service quality and availability. Develop of Service Desk KPIs and plan to improve and grow the level of service maturity. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Senior Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
Position Responsibilities
Develops AeroVironment Global Service Desk strategy and communicate to AV Leadership on Services, end user technologies, and team development
Develops Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes
Develops policies and procedures that outline how problems are identified, documented, assigned, and corrected
Analyzes performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses and promotions when necessary
Prepares budget proposals and operational expenditure statements
Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients
Conducts research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts
Liaises with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues
Ensures appropriate training initiatives for new and existing staff
Purchasing and deployment tasks
Manages a global team
Manages the processing of all Service Desk Incidents and Requests through ticketing systems and ensure courteous, timely and effective resolution of end user issues
Develops and enforces request handling and escalation policies and procedures
Tracks and analyzes trends in Help Desk requests and generate statistical reports
Assesses need for any ticketing system reconfigurations (minor or significant) based on request trends and makes recommendations
Identifies, recommends, develops, and implements end user training programs to increase computer literacy and self-sufficiency
Oversees development and communication of help sheets, usage guides and FAQs for end users
Oversees the development, implementation and administration of service desk staff training procedures and policies
Trains, coaches and mentors Service Desk Technicians and other junior staff
Manages the overall desk activities of staff
Contributes to escalated problem resolution by giving in-person, hands-on support to end users when necessary
Attends Change Advisor Board (CAB) meeting.
Monitors incident trends and anticipate potential problems for proactive resolution
Basic Qualifications (Required Skills & Experience)
Bachelor’s degree in the field of Information Technology Management or related or equivalent combination of education, training, and experience. Masters degree preferred.
Minimum of 9 + years’ experience managing a Service Desk Organization including budgetary responsibilities
Minimum of 5 + years in a managerial / supervisory role
5-7 years’ experience with desktop and server operating systems, including Window, IOS, MACOS, LINUX
Extensive application support experience with Service Desk / ticketing platform
Extensive knowledge of computer hardware, including VMware workspace One, Ivanti EPM, Engineering software
Proven track record of developing and providing SLAs and Service Desk deliverables.
Demonstrated progressive experience in the management of a technical support team
40-hour on-site work week with on-call availability when required
Other Qualifications & Desired Competencies
Minimum 7 + years of Global Service desk experience preferred
Occasionally may be required to travel within the Continental U.S.
Certification in ITIL is a must
Familiarity with the advanced principles of ITIL , ITSM & Cobit
Solid relationship management and performance management skills
Ability to motivate and direct staff members and subordinates
Strong customer service orientation
Proven analytical and problem-solving abilities with strong attention for detail
Ability to effectively prioritize and execute tasks in a high-pressure environment
Good written, oral, and interpersonal communication skills
Exceptional interpersonal skills, with a focus on listening and questioning skills
Ability to present ideas in business-friendly and user-friendly language
Self-starter, highly self-motivated and directed
Team-oriented and skilled in working within a collaborative environment
Ability to identify business growth opportunities and risks
Ability to manage multiple, critical projects simultaneously and enjoy working in a dynamic and fast-paced environment, where small teams share a broad variety of duties
Strong leadership and interpersonal skills with the ability to influence others
Uses vision to think beyond the immediate situation, explore multiple potential paths, and adapt decision-making style based on the situational circumstances
Inspires, motivates, and empowers people to deliver organizational goals, while also delivering value back to employees
Brings organizational values to life using personality, uniqueness and the creation of a shared vision
Champions the process of change and promotes a culture of quick adaptation while helping others deal with the effects of change
Ability to develop and maintain internal and external trusting, professional relationships
Physical Demands
Ability to work in an office environment (Constant)
Required to sit and stand for long periods; talk, hear, and use hands and fingers to operate a computer and telephone keyboard (Frequent)
Must be able to lift up to 30 pounds (items such as computers and peripherals)
Special Requirements
U.S. Citizen, U.S. Permanent Resident (Green Card holder) or asylee/refugee status as defined by 8 U.S.C. 1324b(a)(3) required.
The salary range for this role is:
$120,686 - $170,940
AeroVironment considers several factors when extending an offer, including but not limited to, the location, the role and associated responsibilities, a candidate’s work experience, education/training, and key skills.
ITAR Requirement:
T his position requires access to information that is subject to compliance with the International Traffic Arms Regulations (“ITAR”) and/or the Export Administration Regulations (“EAR”). In order to comply with the requirements of the ITAR and/or the EAR, applicants must qualify as a U.S. person under the ITAR and the EAR, or a person to be approved for an export license by the governing agency whose technology comes under its jurisdiction. Please understand that any job offer that requires approval of an export license will be conditional on AeroVironment’s determination that it will be able to obtain an export license in a time frame consistent with AeroVironment’s business requirements. A “U.S. person” according to the ITAR definition is a U.S. citizen, U.S. lawful permanent resident (green card holder), or protected individual such as a refugee or asylee. See 22 CFR § 120.15. Some positions will require current U.S. Citizenship due to contract requirements.
Benefits : AV offers an excellent benefits package including medical, dental vision, 401K with company matching, a 9/80 work schedule and a paid holiday shutdown. For more information about our company benefit offerings please visit: http://www.avinc.com/myavbenefits .
We also encourage you to review our company website at http://www.avinc.com to learn more about us.
Principals only need apply. NO agencies please.
Who We Are
Based in California, AeroVironment (AVAV) is a global leader in unmanned aircraft systems (UAS) and tactical missile systems. Founded in 1971 by celebrated physicist and engineer, Dr. Paul MacCready, we’ve been at the leading edge of technical innovation for more than 45 years. Be a part of the team that developed the world’s most widely used military drones and created the first submarine-launched reconnaissance drone, and has seven innovative vehicles that are part of the Smithsonian Institution’s permanent collection in Washington, DC.
Join us today in developing the next generation of small UAS and tactical missile systems that will deliver more actionable intelligence to our customers so they can proceed with certainty – and succeed.
What We Do
Building on a history of technological innovation, AeroVironment designs, develops, produces, and supports an advanced portfolio of unmanned aircraft systems (UAS) and tactical missile systems. Agencies of the U.S. Department of Defense and allied military services use the company’s hand-launched UAS to provide situational awareness to tactical operating units through real-time, airborne reconnaissance, surveillance, and target acquisition.
We are proud to be an EEO/AA Equal Opportunity Employer, including disability/veterans. AeroVironment, Inc. is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Qualified applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, protected veteran status, genetic data, sexual orientation, gender identity or other legally protected status.
ITAR
U.S. Citizen, U.S. Permanent Resident (Green Card holder), asylee/refugee status as defined by 8 U.S.C. 1324b(a)(3) or a person approved for an export license from the appropriate governing agency.
ABOUT US
At AeroVironment, our purpose is to secure lives and advance sustainability through transformative innovation. Our solutions give our customers a fresh vantage point, positioning them to see the world with new eyes and extending their reach beyond the line of sight. That is the power of our breakthrough unmanned aircraft systems, perfected and refined over a half century.
Whether they are warfighters searching for an enemy, border patrol agents searching for people in need of assistance, or telecom providers linking millions to the digital economy, our customers choose AeroVironment because our systems generate actionable intelligence reliably, creating a path to goals that would otherwise be unattainable.
Careers at AeroVironment (https://www.avinc.com/careers/our-team)