Job Details

Job Title: IT Services Manager - Kennewick, WA

Posted on January 09, 2018

Employer: Lamb Weston

Job Description:
About Us:
Started in 1950 on a small farm in the Northwest region of the U.S., Lamb Weston has grown to be one of the world’s largest frozen potato companies, happily delivering the delicious goodness of fries to more than 100 countries. Lamb Weston has created inventive products and processes that are standards in the industry. When we look at a potato, we see possibilities.

Our people are a valuable and integral part of our business and play a vital role in our success as an organization. At Lamb Weston we offer the financial stability and career potential of a true industry leader.

Lamb Weston will offer you the opportunity to put your education and skills to work as part of a great team, contributing to the achievement of the organization’s goals and objectives. You will be challenged to take responsibility, drive results, show creativity, and display initiative - and you will be rewarded for your contributions and impact.
Let’s explore the possibilities together.

The Role:
Lamb Weston is a $3B, global, Fortune 1000 company. We are looking for a passionate customer service oriented individual who will provide oversight and leadership for IT Service offering including incident and problem, change and release management. This role will be critical in facilitating the IT services and meeting SLAs for the services provided to the business.This person ensures incidents and service requests are properly resolved according to organizational standards.

Key Accountabilities:
Manages the service desk operations including a team of direct and indirect reports and well as vendors providing services.
This includes performance management, ongoing training and development, and regular 1:1 meetings
Administration and leadership over tools and processes like Bomgar, ISX, PrintSmart and ServiceNow
Manage the Tier 1 support
Manage process for escalating thru Tier 2-3 support
Responsible to manage the service catalog
Responsible for incident/problem management
Facilitating the Change Advisory Board and CRQ process and compliance
Responsible for both configuration management and license compliance and management
Triage minor downtimes and take appropriate corrective actions to ensure availability and minimize downtime
Escalate problems to appropriate owner(s)
Research and recommend process improvements
Monitor performance of IT ecosystem
Communicate any outages or events to stakeholders
Provide status updates and alerts
Provide reviews and feedback to IT management around potential and actual risks
Participate in disaster recovery planning and testing
Managing service providers as required including SLAs
Reporting of SLAs with regard to Services, incidents, uptime, etc

Skills & Experience:
Requires BS in computer science or related field
Must have 8+ years of experience in IT
Preferred candidates to have 3+ years in IT Service Management
Previous people leadership experience strongly preferred
Requires strong understanding of ITIL and CMDB principles
Must have excellent communications and interpersonal skills
Must be able to demonstrate leadership with exempt and non-exempt staff members

Lamb Weston is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status or any other protected factor under federal, state or local law.

Contact Person:
Location: Kennewick, WA
Application Method: Online
Base Pay: DOQ

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