Job Listing:

IT Service Delivery Manager

Omaha Performing Arts

Omaha Performing Arts


Job title:
IT Service Delivery Manager

Job level:

Job description:
Classification: Full Time Exempt

Schedule: M-F 8am-5pm

Pay: $50,000-52,000/year

- Medical
- Dental
- Vision
- Life, ADD, LTD
- Flexible Spending Accounts (FSA)
- Pre-Tax Parking
- Supplemental Insurance
- 401(k); 401(k) matching
- Time-off benefits
- Employee assistance program
- Additional employee discounts

Position Summary:
The IT Service Delivery Manager oversees the IT service delivery processes, enabling a high-quality service desk and end-user support experience for all Omaha Performing Arts (O-pa) and arts consortium users. Duties include managing and improving all service desk processes and utilizing department resources to aid in successful service request and project completion.

This role works closely with the Director of Information Technology on developing and maintaining service delivery strategy and future technology planning by providing an interactive voice for all users. This role also works closely with the Technical Support Manager to ensure service delivery process alignment and to evaluate support process improvement based on evolving support needs. This position must uphold O-pa’s Core Values of Team, Inclusion, Trust and Integrity.

Essential Functions and Responsibilities:
- Serves as an active stakeholder and driver in IT service delivery processes and underlying infrastructure, directing continuous improvements across the technical service delivery team.
- Champions a concierge service delivery philosophy to maintain O-pa’s values at all levels of support across the consortium.
- Takes ownership of specific IT service components and processes, ensuring their effective delivery, management, and improvement to meet organization and consortium needs.
- Collaborates with technical staff to create and deliver new services.
- Oversees and manages triage and dispatch processes to resolve service requests accurately and effectively.
- Monitors and reports on relevant metrics based on the IT service deliverables.
- Analyzes service requests and incidents to identify problems and develops mitigation plans.
- Creates and updates organization-wide IT processes and documentation including those specific to events and emergency / outage communication.
- Contributes to the service delivery aspect of the organization’s disaster recovery plan.
- Completes security updates and upgrades as well as software/operating system patches.
- Provides end-user support when necessary, including but not limited to: PC hardware, operating systems, software application installation and configuration.
- Records new hardware/software additions and changes for asset management compliance.
- Administers user training organization-wide for equipment and technical updates.
- May provide support for set-up, operation, and tear down of event-related IT needs.
- Actively stays up to date on current technology systems, platforms, and service methodologies.
- May be required to perform other duties as assigned.

Minimum Experience and Qualifications:
- Five (5) years’ experience with Windows desktop and server operating systems.
- Familiarity with IT service delivery process concepts (e.g., ITSM).
- Familiarity with modern project management approaches (e.g., Agile, Scrum, etc.).
- Familiarity with customer service and customer experience methodologies.
- Familiarity with fundamental networking and distributed computing environment concepts; ability to troubleshoot basic network issues.
- Experience with hands-on PC technical support with desktop and laptop hardware and software troubleshooting, installation configuration, and upgrades.
- Problem solving skills regarding peripherals such as printers and input devices.
- Knowledge of mobile computing platforms and mobile device management.
- Understanding of virtualized server platforms (e.g., VMware/Hyper-V).
- Intermediate understanding of data and communication wiring.
- Intermediate understanding of TCP/IP networking.
- Intermediate Active Directory administration.
- Intermediate Microsoft 365 administration and licensing.
- Intermediate understanding of Microsoft 365 core services (e.g., Teams, Exchange Online, SharePoint Online, Microsoft Office Apps) from the end-user perspective.
- Innovative, self-starter, adept at prioritizing and managing smooth flow of work.
- Continuous improvement mindset to optimize existing processes and systems.
- Able to communicate technical subjects in a simplified and understandable format for end-users.
- Excellent troubleshooting, problem analysis, and critical thinking skills.
- Concierge-style customer service philosophy.
- May be required to work occasional evening or weekend hours.

Minimum Education Requirements:
- Associate’s or technical degree in related field required.
- Bachelor’s degree from four-year college or university preferred.

Specialized Knowledge, Licenses, Certifications:
- IT Service Management certifications (e.g., ITIL, ITSM).
- IT Service Management and Helpdesk Software (e.g., Jira, Zendesk, Autotask, etc.).
- Project management experience or certifications (e.g., Agile, Scrum, etc.).
- Technical certifications like A+, Network+, Azure AD, Microsoft 365.
- Scripting languages like PowerShell, SQL, JQL, etc.
- Additional OS and application certifications (e.g., Mac OS, Adobe Creative Suite, etc.).

Physical Demands/Working Conditions:
- Ability to lift and/or move up to 50 pounds.
- Local travel may be required.

Positions available:

Posted on:
August 4, 2022