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IT Service Delivery Manager

Company: Canon U.S.A., Inc.
Location: Melville
Posted on: September 21, 2022

Job Description:

US-NY-Melville Canon U.S.A., Inc.Requisition ID: 28147Category: Information TechnologyPosition Type: Full-TimeOverviewCanon U.S.A., Inc. in Melville, NY is seeking an IT Service Delivery Manager (Manager, IT Service Delivery). This role will be responsible for managing service levels for both the Canon U.S.A. Helpdesk and Computer support services provided by 2 vendors under service agreements. Serves as an escalation point to resolve customer service matters related to Helpdesk and Desktops support issues. Responsible for Helpdesk reporting, metrics creation, and KPI development & monitoring Manages a part or all of a functional area (such as a department or region) and ensures goals, deadlines and budgets are met for area of responsibility. A tactical role, focused on meeting operational objectives, mobilizing resources and assisting in the development of policies and procedures. Has a good understanding of organizational objectives and interacts regularly with other managers across the organization. Selects, develops and evaluates subordinate employees.This position is full time and offers a hybrid work schedule requiring you to be in the office Monday and Wednesday and an option to work from home the remainder of the week (unless a specific business need arises requiring in office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs. Responsibilities- Perform PC hardware asset management (experience in a leased asset environment is desired)- Perform software asset management in a large enterprise organization- Manage the maintenance of records and databases containing information regarding licenses, warranties, and service agreements for the organization's software- Provides Helpdesk and desktop support in an outsourced environment- Manage service level objects of the vendor(s), providing services covering helpdesk and desktop support- Serves as an escalation point to resolve customer service matters related to Helpdesk and Desktops support issues- Responsible for Helpdesk reporting, metrics creation, and KPI development & monitoring Manages a part or all of a functional area (such as a department or region) and ensures goals, deadlines and budgets are met for area of responsibility- A tactical role, focused on meeting operational objectives, mobilizing resources and assisting in the development of policies and procedures- Has a good understanding of organizational objectives and interacts regularly with other managers across the organization- Selects, develops and evaluates subordinate employees QualificationsPlease note: We comply with all applicable federal, state and local laws, regulations, orders and mandates, including those we may be required to follow as a federal government contractor/subcontractor.- Bachelor's degree in a relevant field or equivalent experience required, plus 7 years of related experience and management of typically two or more regular full-time employees (one of whom must be exempt)- Experience with PC management tools such as Microsoft SCCMM and Symantecc Altiriss is required- Understanding of the PC refresh/replacement process is essential- Knowledge of enterprise systems such as Oracle or SAP, requisition and PO processes are a plus- PC system hardware experience in a networked environment- Strong understanding of Windows operating systems- Experience with all Microsoft Office Products as well as troubleshooting experience and understanding of Microsoft Outlook and Office 365- Must demonstrate proficiency in MS Office, specifically MS Excel; reporting, pivot tables and charting is a must- Experience developing communication content and presentations across all levels of the organization- Will be required to manage a small staff of Full Time and consultants workersThe company will not pursue or support visa sponsorship for this position. Company OverviewAbout our Company - Canon U.S.A., Inc., is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean markets. With approximately $30.4 billion in global revenue, its parent company, Canon Inc. (NYSE:CAJ), ranks third overall in U.S. patents granted in 2020--- and is one of Fortune Magazine's World's Most Admired Companies in 2020. Canon U.S.A. is dedicated to its Kyosei philosophy of social and environmental responsibility. To keep apprised of the latest news from Canon U.S.A., sign up for the Company's RSS news feed by visiting www.usa.canon.com/rss and follow us on Twitter @CanonUSA. ---Based on weekly patent counts issued by United States Patent and Trademark Office. All referenced product names, and other marks, are trademarks of their respective owners. Canon U.S.A., Inc. offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more. A more comprehensive list of what we have to offer is available at We comply with all applicable federal, state and local laws, regulations, orders and mandates, including those we may be required to follow as a federal government contractor/subcontractor. We are an EEO/AA employer. Minority/Female/Individuals with Disabilities/Protected Veterans.If you are not reviewing this job posting on our Careers' site , we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at .#CUSA Posting Tags#PM19 #LI-AV1 #CUSA #LI-HYBRIDPI191003432

Keywords: Canon U.S.A., Inc., New Haven , IT Service Delivery Manager, Executive , Melville, Connecticut

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