Senior Manager, Support Services
Bentley Systems
- Exton, PA
- Permanent
- Full-time
- Lead the global internal support and configuration management teams.
- Define and manage a comprehensive ITSM support process model.
- Includes policies, and procedures that will provide governance, standards, and controls for support and configuration management.
- Ensure that the IT Operations and Service Delivery strategy, directives, and roadmap are in alignment with operational work efforts and projects.
- Develop and report on key Service Delivery and Configuration Management KPIs, metrics, and trends.
- Serve as an escalation point for internal support incidents.
- Identify process and technology solutions, improvements, opportunities, and platforms for Service Delivery and Configuration Management growth and sustainability.
- Develop team goals to meet the needs of internal projects and strategic initiatives set by the organization.
- Assess, monitor, and measure Support Services work, capacity, and tickets to identify opportunities to improve processes and efficiency.
- Provide Governance and oversight on internal support policies and procedures.
- Bachelor's degree in Information Science, Technology, related field, or relevant training and experience.
- 5-10 years of management and preferable leadership in IT operations and support environments.
- Proficient in IT Service management frameworks ITIL V3 or newer.
- 5-10 years' experience working with ITSM tools and data.
- Strong verbal and written communication skills with the ability to articulate complex technical ideas in easy-to-understand business terms.
- Working knowledge of Configuration Management Databases (CMDB).
- Project Management Experience.
- This is a full-time role expected to work 40 hours per week, hybrid in Exton, PA.
- Requires sitting or standing at will while performing work on a computer (or any other
- Experience with the following tools & platforms preferred:
- PowerShell
- ServiceNow
- SCCM
- Intune
- JAMF
- Office 365
- Teams Client & Teams MTR
- Windows 11
- MacOS
- A great Team and culture - please see our
- An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
- Competitive Salary and benefits.
- The opportunity to work within a global and diversely international team.
- A supportive and collaborative environment.