Senior Manager, Support Services

Senior Manager, Support Services

 

Location: Home-based/Hybrid, Exton, PA (EDT preferred)

 

Position Summary: 

 

The Senior Manager, Support Services will lead and motivate a team of highly skilled IT professionals who provide timely and effective support to internal customers across the globe. The ideal candidate will have strong leadership, communication, and interpersonal skills, as well as a proven track record of delivering excellent customer service and satisfaction. The Support Services Senior Manager will also have a deep understanding of IT support best practices, ITIL processes, and configuration management tools and techniques. This role will be accountable and responsible for driving goals and initiatives that align with IT Operations and Service Delivery strategic plans.  

 

Your Day-to-Day:

 

• 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. 

 

What You Bring to The Team: 

 

• 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 physical requirements). The role requires communication with managers, peers, and other colleagues of the company in person (on occasion), and by utilizing Microsoft Teams chat, calling, and meeting functions.
• Travel for this role is up to 10%.
• Experience with the following tools & platforms preferred: 
  • PowerShell 
  • ServiceNow 
  • SCCM 
  • Intune 
  • JAMF 
  • Office 365 
  • Teams Client & Teams MTR 
  • Windows 11 
  • MacOS 

 

What We Offer:

 

• A great Team and culture – please see our Recruitment Video.
• 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.

 

About Bentley Systems:

 

Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world’s infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities. Our offerings, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent’s software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset oper