IT Incident Manager

Job Description

Make your mark at the world's largest HVAC company

Daikin Applied is seeking a talented and eager IT Incident Manager to join our IT Service Management team. This person will be responsible for Incident Management. Come be a part of an exciting journey at Daikin Applied, where innovation and excellence drive our every endeavor!

Location: Plymouth, MN - Hybrid

What you will do:

• Responsible for ensuring that Daikin Applied's (DAA) Tier 1 Helpdesk partner delivers according to the terms of the agreement and that continuous improvement is achieved.
• Responsible for ensuring that DAA's PC Lifecycle Management partner delivers according to the terms of the agreement for PC break/fix events.
• Responsible for driving improvements into process and system integration with other key stakeholders such as DAA Application Services and other IT partners.
• People management and delivery management responsibilities for DAA's Tier 2 Helpdesk team which presently consists of 9 team members covering End User, Network, Server, and Cloud support.
• Strong collaboration with the IT Manager responsible for leading the Infrastructure team members that work at DAA's major sites.
• Strong collaboration with the Operations Director as the Operations team serves as the Tier 3 Helpdesk for Incident Management.
• Responsible, along with the Operations Director, for execution of the Major Incident Management process.
• Performance is measured by the team's Service Level Objective achievement, Net Promotor Score improvements, Process Maturity improvements, and Aged Ticket Backlog reduction.
• Other important activities will be to reduce tickets leveraging Problem Management, shift tickets left from higher tiers to lower tiers and eventually to self-service leveraging Knowledge Management, and to automate as much of the manual work as possible.
• DAA's ITSM application is reaching end of life and this role will play a critical part in selecting and implementing a replacement ITSM application.
• Participate in the development of overall IT strategies in collaboration with IT Leadership

What's in it for you:

• Medical/Dental/Vision coverage, PTO, 401K match, support for community involvement and much more
• The ability to make an impact and shape your career with a company that is passionate about growth
• The support of an organization that believes it is vital to include and engage diverse people, perspectives, and ideas to achieve our best

Minimum Qualifications:

• Bachelors degree or equivalent experience in IT Service Management
• Strong foundation in ITIL
• Work visa sponsorship is not available for this position

#LI-RS1, #LI-hybrid

About Us

Building a more sustainable planet. Creating comfortable, healthy spaces for people to connect, live and work. Perfecting the air we share.

Daikin Applied is not just an HVAC company. We're part of a global technology powerhouse that uses Heating, Ventilation and Air Conditioning (HVAC) to transform the world. We're innovators and leaders. Not only as a business, but as individuals.

We invest in our people, and our people invest in our customers and communities. This mutual commitment is the reason for our dynamic growth. So is an inclusive culture that encourages everyone to come to work as their whole selves and come together as a team that welcomes unique ideas, perspectives and backgrounds.

You see, we're not just innovating on the outside. We're innovating on the inside to unlock people's unlimited potential and bring out the diverse and groundbreaking ideas that will help us solve today's most pressing challenges.

That's why Daikin offers more than a job. Here's where you'll be heard, be valued, belong -- and be able to make your mark.

Equal Employment Opportunity:

It is the policy of Daikin Applied to provide equal employment opportunity (EEO) to all persons regardless of race, creed, color, religion, gender, gender identification, sexual orientation, age, national origin, disability, protected veteran status, genetic information, marital status, membership or activity in a local commission, or any other characteristic protected by federal, state or local law.