Manager of Technology

Job Description
Manager of Technology
Remote- United States
Monday-Friday, 8:00am-5:00pm EST
Position Overview:
CSC hosts a growing and mission-critical set of applications for our customers and internal employees. The Regional IT Service Desk Manager will be responsible for regional operations and participate in the continuous improvement of our IT Service Management Processes using ServiceNow. This crucial role will require collaboration with leaders on accountability, ownership, and providing feedback loops.
As CSC's global technology footprint continues to expand, this leader will work with business and technology leadership to ensure the appropriate support processes, standards, and policies are followed to maintain the operation of critical applications. Additionally, a customer centric and experience driven support model will be a central tenet for success. This leader will work with employees, vendors, and partners to deliver transparent and performance-driven support services.
The most qualified candidate will possess a diversified background of strategic thinking, technical infrastructure experience, demonstrated ITIL expertise, excellent customer service skills, and the ability to collaborate with and influence key leaders and stakeholders.
This role includes managing a team of Level 1.5 support technicians, our managed regional service desk provider, and collaborating globally with the service desk teams in our Asia Pacific region. The ideal candidate will possess strong leadership skills, a deep understanding of ITSM frameworks, and a commitment to operational excellence, customer experience, employee development, and service resiliency.
Key Responsibilities:
Team Leadership & Development:

• Lead, mentor, and develop a team of level 1.5 support technicians, fostering a collaborative and customer-centric culture.
• Conduct regular performance evaluations and provide coaching to enhance team capabilities.
• Manage staffing schedules to ensure optimal coverage and service delivery.

Service Desk Management:

• Serve as the primary liaison between the organization and the managed service provider.
• Monitor and evaluate the performance of the managed service provider, ensuring compliance with SLAs and quality standards.
• Collaborate with the managed service provider to implement process improvements and address any service issues.

IT Service Management (ITSM) Oversight:

• Ensure continuous improvements to ITSM processes, regional operations and projects.
• Collaborate in the continuous improvement efforts of Problem Management, Critical Incident Management, and Change Management.
• Perform trend analysis of tickets to look for opportunities to improve first call resolution, self-service, and speed of resolution.
• Maintain the operations of IT services, including major incident, problem, change, and knowledge management processes.

Performance Monitoring & Reporting:

• Track, analyze, and report on service desk metrics and KPIs using ITSM tools such as ServiceNow.
• Identify trends and areas for improvement, generating insights to support data-driven decisions on service quality and efficiency.
• Prepare and present reports on IT operations and support services performance to stakeholders.

Stakeholder Communication & Collaboration:

• Act as a key point of contact for regional user feedback and concerns.
• Communicate effectively with internal stakeholders to align IT support services with business needs.
• Collaborate with IT leadership in Architecture, Security, Engineering, and Operations to ensure remediations align with enterprise technology strategies and operational processes.

Continuous Improvement & Strategic Planning:

• Evaluate and enhance service desk processes, tailoring global best practices to fit local needs.
• Stay abreast of the latest trends in IT support and service desk technologies to ensure the service desk utilizes the best tools and practices.
• Manage and drive priorities, projects, schedules, resources, issues, and risks effectively.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field or equivalent training and education.
• Minimum of 5 years of experience in IT service management, with at least 2 years in a leadership role.
• Proven experience managing both internal support teams and managed service providers.
• Strong knowledge of ITIL framework and service management best practices; ITIL certification preferred.
• Proficiency in ITSM tools such as ServiceNow.
• Excellent leadership, communication, and interpersonal skills.
• Ability to analyze performance metrics and implement improvements.
• Experience managing budgets, resources, and vendor relationships.

Preferred Qualifications:

• Experience in a regional or multi-site IT support environment.
• Familiarity with incident management, change management, and problem management.
• Strong analytical and problem-solving abilities.
• Relevant certifications such as ITIL Expert, PMP, or COBIT are highly desirable.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and inclusive work environment.
• The chance to make a significant impact on IT service delivery across the region.

#LI- Remote
About Us
CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.®
Visit our careers site to learn more about CSC and our commitment to our clients, communities, and each other.
CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.
CSC colleagues have global career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers.
We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging,
CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.
We encourage candidates to apply directly to our website and not through third-party sources.
Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.
About the Team
At CSC®, we're always looking ahead, finding ways to improve and anticipate the future needs of our customers. Curiosity fuels our innovation and productivity drives our results. This proactive mindset has helped us adapt and create solutions that have enabled businesses to run smoother and smarter for more than 120 years.
CSC is committed to attracting, developing, and retaining talented people whose personal values align with ours. We empower our employees to bring the right solutions to market to meet customer demand. That is why we are the premier provider of global solutions for more than 180,000 businesses.

• CSC is a great place to work with smart and dedicated people. We have been voted a Top Workplace every year since 2006 and are a 2022 National Top Workplace.

• We offer challenging work and career opportunities. Most positions are filled with internal moves and employee referrals.

• Employees are eligible for an annual success sharing bonus or commission plans based on role and individual performance.

• CSC offers excellent benefits, including medical, dental, life insurance, and flexible spending and health savings accounts. We also offer you a 401(k) with employer match and profit-sharing, paid time off, tuition reimbursement, and more.

• As business needs allow, CSC offers hybrid/remote work schedules in alignment with local regulations. Specific details for this position will be discussed during the interview process.

• Our global standard for our work environments supports current and future technology initiatives through open design, sit-stand workstations, and digital interface points with wireless access throughout the campus. It's an exciting time for us in terms of growth and expansion.