Senior Manager, IT Service Delivery

We are seeking an experienced and motivated Senior Manager, IT Service Delivery to oversee the delivery of IT services, including the management of service desk operations and desktop support. The ideal candidate will have a strong technical background, combined with the ability to manage and lead teams, ensure high-quality service delivery, and manage IT projects effectively. This role will involve both hands-on technical work and leadership responsibilities, with a focus on improving service desk efficiency, desktop support quality, and overall IT service delivery.

For over 90 years Global Partners LP has been delivering the energy our communities need to grow, move, and thrive. From Alltown Fresh, with its innovative chef-led creations and guest-focused retail experience, to our vast network of over 50 liquid energy terminals across the eastern seaboard and beyond, Global Partner's integrated network of businesses delivers value day-in and day-out to our guests and customers across the US. At Global Partners we embrace the future, investing in the energy transition with initiatives like GlobalGLO and supporting the communities in which we operate with our charitable work.

We're excited for the next 90 years at Global Partners and what innovative new ideas we can bring to our guests and customers in the future. We're looking for passionate people with great ideas to contribute to our company's future. If you're motivated by what's next, Global Partners can provide you the opportunities to push your career to the next level.

The Types of "Energy" You Bring:

• Excellent written and verbal communication skills
• You are self-motivated and like to take initiative
• You are a team player with a positive attitude
• You have strong time management skills

"Gauges" of Responsibility:

Service Desk Management:

• Oversee the day-to-day operations of the service desk, ensuring timely and effective resolution of IT issues and requests.
• Manage a team of service desk analysts, providing guidance, support, and coaching to ensure high levels of customer satisfaction.
• Establish and maintain service level agreements (SLAs) and KPIs for the service desk team.
• Identify and implement improvements to service desk processes, workflows, and customer interactions.
• Monitor ticket queues, prioritizing and escalating issues as necessary.
• Ensure accurate documentation of issues, resolutions, and system changes.

Desktop Support Management:

• Lead and oversee desktop support operations, including troubleshooting hardware and software issues for end-users.
• Manage the deployment, configuration, and maintenance of desktop systems, laptops, and peripherals.
• Coordinate with vendors and third-party service providers for hardware, software, and warranty support.
• Ensure the timely rollout of software updates, patches, and security measures across all desktop systems.

Project Management:

• Lead IT projects related to service delivery, desktop support, and service desk improvements, from initiation through to completion.
• Coordinate with cross-functional teams to ensure projects are completed on time, within scope, and within budget.
• Track project progress, identify risks, and provide solutions to ensure project success.
• Manage resource allocation and project timelines to achieve business objectives.

Team Leadership and Development:

• Lead, mentor, and develop a team of IT service desk and desktop support professionals.
• Conduct performance reviews, provide constructive feedback, and facilitate team development.
• Foster a positive work environment that encourages collaboration, accountability, and continuous improvement.
• Ensure team members are trained on the latest technologies, IT procedures, and customer service practices.

Technical Expertise:

• Provide hands-on technical support and troubleshooting assistance for complex hardware, software, and network issues.
• Stay up to date with the latest technology trends and apply them to improve service delivery and support operations.
• Participate in root cause analysis for recurring technical issues and develop solutions to prevent future incidents.

Customer Service Focus:

• Maintain high standards of customer service, ensuring that issues are resolved efficiently and in a professional manner.
• Act as an escalation point for critical or complex customer service issues.
• Collaborate with other IT teams to ensure seamless service delivery and address any service gaps.

"Fuel" for You

• Coins! We offer competitive salaries and opportunities for growth. We mean it! We have an amazing Talent Development Team who create trainings for growth and job development.
• Health + Wellness - Medical, Dental, Visions and Life Insurance. Along with additional wellness support.
• The Road Ahead - We offer 401k and a match component!
• Professional Development - We provide tuition reimbursement; this benefit is offered after 6 months of service.
• Give Back! We believe in community support. We know everyone gives in their own way, that's why we offer paid volunteer time off to you to help an organization of your choice.

The GPS of our Interview Process:

• First thing first, if you're interested in the role, please apply.
• A talent acquisition team member will review your resume in partnership with the hiring manager. If your experience would lend to this opportunity a recruiter will contact, you.
• We conduct "in-person" (Teams) interviews and provide additional interview information or other items needed at that time.

QUALIFICATIONS:

• Preferred bachelor's degree in computer science, Information Technology, or a related field (or equivalent work experience).
• Minimum of 7 years of experience in IT service delivery, with at least 2 years in a leadership or managerial role.
• Proven experience in managing IT service desks, desktop support teams, and IT infrastructure projects.
• Strong knowledge of ITIL (Information Technology Infrastructure Library) practices, especially in service desk and desktop support operations.

Technical Skills:

• Experience with Service Now for IT service delivery
• Must be well versed in the Microsoft ecosystem.
• Knowledge of networking, system administration, and enterprise software applications.
• Familiarity with cloud technologies, endpoint management solutions, and security practices.

Project Management Skills:

• Strong project management skills with experience managing IT projects from start to finish.
• Experience using project management tools.
• Ability to prioritize and manage multiple projects simultaneously while maintaining attention to detail.

Leadership and Communication Skills:

• Strong leadership and team management skills, with the ability to motivate and guide a diverse team.
• Excellent verbal and written communication skills, with the ability to communicate technical information to non-technical stakeholders.
• Ability to handle conflict, resolve issues, and build positive working relationships with team members and stakeholders.
• Customer-focused with a strong ability to manage customer expectations and improve service satisfaction.

Desirable Qualities:

• IT certifications such as ITIL v3/v4, CompTIA A+, Microsoft Certified: Windows Server, or similar.
• Experience with remote desktop support tools and knowledge of end-user computing platforms.
• Familiarity with IT security protocols, data protection, and compliance standards.
• Ability to adapt to rapidly changing environments and manage continuous service improvement initiatives.

We value passion and potential. If you are enthusiastic about a position and think you can make a meaningful impact, we encourage you to apply even if you don't check every box. We embrace different perspectives, backgrounds and experiences.

Global Partners LP is an equal opportunity employer. We foster a company culture where ideas from all people help us grow, move and thrive. We embrace the diversity of all applicants and do not discriminate against race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability, protected veteran status or any other basis prohibited by federal, state or local law. If you have a disability and need an accommodation to apply, please contact our recruiting department at 781-891-4000.

*Disclaimer: At Global Partners, we don't use lie detector tests for any employment decisions. We follow all the rules and regulations, so we need to let you know: In Massachusetts, it's illegal to require or administer a lie detector test as a condition of employment of continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.