Manager, IT Service Desk

Get to know the role

• Job Title: Manager, IT Service Desk
• Job Summary: The Manager, IT Service Desk leads the North America IT Service Desk team, supporting our 1,300+ staff members. They oversee our technology problem management and support needs, team processes, assigning work, purchasing, and inventory. This person contributes to and leads the overall positive and professional environment of the Service Desk. This role will also serve as an escalation point for incidents and service request resolution. They are key in making decisions and/or recommendations that include multiyear IT strategies and plans. This person is enthusiastic about customer service and how technology is experienced. They will partner with peer staff members and lead the IT Service Desk to ensure the best customer support experience possible.  
• FLSA Classification (US Only): Exempt
• People Manager: Yes

What you’ll do

• Oversee a team of service desk support specialists responsible for service request, incidents, and employee onboarding/offboarding processes. 

• Managing team resource allocation and workforce tiering structure to ensure accurate assignment of tasks to team members 

• Work with technology peers to develop and manage team processes, perform regular review of existing processes to support consistent task completion. 

• Provide coaching, individual development plans, and feedback to service desk team members. 

• Be an example of superior customer service in the Service Desk, focusing on end user needs. 

• Monitor team member queues to ensure tickets are resolved promptly per outlined service level agreements (SLAs). 

• Identify Service Desk support request trends, develop a plan to resolve and monitor for recurrence. 

• Develop, measure, and report key performance indicators (KPIs) to ensure the team is operating at a high level and meeting or exceeding established goals. 

• Continually seek opportunities to increase customer satisfaction, experience, and strengthen client relationships at all levels of the organization. 

• Work with IT Management on business requirements/goals and translate them into technical specifications with solution proposals. 

• Take escalations as needed to resolve complex service desk requests. 

• Establish technology inventory baselines, monitor, and report on levels. 

• Purchase hardware, software, and track spending for technology needs. 

What you’ll bring

• 3 years+ experience managing an IT service desk team, supporting the needs of peer technology groups.

  3 years+ experience working directly on a service desk team in a senior capacity providing technical support in Microsoft Windows and Apple macOS environments. 

  2 years+ experience managing ITSM (Information Technology Service Management) platforms, Atlassian tools are a plus. 

  2 years+ experience leading ITSM and ITIL processes  

  A successful track record of providing excellent customer service and communication to all levels of an organization.  

  Technology support experience with common office applications such as Active Directory, Office 365, web conferencing, best practices, and troubleshooting. 

  Experience developing and managing team KPI’s, SLA’s and reporting. 

  Ability to lead staff through technical decisions, and roadmaps for long-term planning. 

  Solid understanding managing hardware asset and software license tracking. 

  Demonstrated willingness to learn new technologies through self-study and formal training. 

  Bachelor's degree in computer science, Computer Engineering, and ITIL certifications are a plus. 

Base salary range: For this role, new hires generally start between $126,000.00 - $149,150.00. The full range is $126,000.00 - $188,000.00. This range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and professional experience uniquely.

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