U.S. Citizen, U.S. Permanent Resident (Green Card holder) or asylee/refugee status as defined by 8 U.S.C. 1324b(a)(3) required.
Summary
The primary role of the Senior Manager, Service Desk is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. Evolve current Service Desk processes and metrics. This includes asset management, ITIL processes, metrics, and SLAs. The Senior Manager, Service Desk is also responsible for planning, designing, and analyzing the organization's Service Desk according to best practices, while ensuring high levels of customer service quality and availability. Develop of Service Desk KPIs and plan to improve and grow the level of service maturity. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Senior Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
Position Responsibilities
Develops Global Service Desk strategy and communicate to Leadership on Services, end user technologies, and team development
Develops Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes
Develops policies and procedures that outline how problems are identified, documented, assigned, and corrected
Analyzes performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses and promotions when necessary
Prepares budget proposals and operational expenditure statements
Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients
Conducts research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts
Liaises with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues
Ensures appropriate training initiatives for new and existing staff
Purchasing and deployment tasks
Manages a global team
Manages the processing of all Service Desk Incidents and Requests through ticketing systems and ensure courteous, timely and effective resolution of end user issues
Develops and enforces request handling and escalation policies and procedures
Tracks and analyzes trends in Help Desk requests and generate statistical reports
Assesses need for any ticketing system reconfigurations (minor or significant) based on request trends and makes recommendations
Identifies, recommends, develops, and implements end user training programs to increase computer literacy and self-sufficiency
Oversees development and communication of help sheets, usage guides and FAQs for end users
Oversees the development, implementation and administration of service desk staff training procedures and policies
Trains, coaches and mentors Service Desk Technicians and other junior staff
Manages the overall desk activities of staff
Contributes to escalated problem resolution by giving in-person, hands-on support to end users when necessary
Attends Change Advisor Board (CAB) meeting.
Monitors incident trends and anticipate potential problems for proactive resolution
Bachelor's degree in the field of Information Technology Management or related or equivalent combination of education, training, and experience. Masters degree preferred.
Minimum of 9 + years' experience managing a Service Desk Organization including budgetary responsibilities
Minimum of 5 + years in a managerial / supervisory role
5-7 years' experience with desktop and server operating systems, including Window, IOS, MACOS, LINUX
Extensive application support experience with Service Desk / ticketing platform
Extensive knowledge of computer hardware, including VMware workspace One, Ivanti EPM, Engineering software
Proven track record of developing and providing SLAs and Service Desk deliverables.
Demonstrated progressive experience in the management of a technical support team
40-hour on-site work week with on-call availability when required
Other Qualifications & Desired Competencies
Minimum 7 + years of Global Service desk experience preferred
Occasionally may be required to travel within the Continental U.S.
Certification in ITIL is a must
Familiarity with the advanced principles of ITIL, ITSM & Cobit
Solid relationship management and performance management skills
Ability to motivate and direct staff members and subordinates
Strong customer service orientation
Proven analytical and problem-solving abilities with strong attention for detail
Ability to effectively prioritize and execute tasks in a high-pressure environment
Good written, oral, and interpersonal communication skills
Exceptional interpersonal skills, with a focus on listening and questioning skills
Ability to present ideas in business-friendly and user-friendly language
Self-starter, highly self-motivated and directed
Team-oriented and skilled in working within a collaborative environment
Ability to identify business growth opportunities and risks
Ability to manage multiple, critical projects simultaneously and enjoy working in a dynamic and fast-paced environment, where small teams share a broad variety of duties
Strong leadership and interpersonal skills with the ability to influence others
Uses vision to think beyond the immediate situation, explore multiple potential paths, and adapt decision-making style based on the situational circumstances
Inspires, motivates, and empowers people to deliver organizational goals, while also delivering value back to employees
Brings organizational values to life using personality, uniqueness and the creation of a shared vision
Champions the process of change and promotes a culture of quick adaptation while helping others deal with the effects of change
Ability to develop and maintain internal and external trusting, professional relationships
Physical Demands
Ability to work in an office environment (Constant)
Required to sit and stand for long periods; talk, hear, and use hands and fingers to operate a computer and telephone keyboard (Frequent)
Must be able to lift up to 30 pounds (items such as computers and peripherals)