iT1

IT Service Desk Manager

iT1

full-time

Posted on:

Location: Arizona • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

ITSM

About the role

  • Manage and drive productivity for the end user support team
  • Manage the processing of incoming events to the Service Desk via telephone, e-mail and walk up
  • Develop and enforce request handling and escalation policies and procedures
  • Communicate and maintain a sense of urgency with team members and customers
  • Provide in-person, hands-on support for escalated problem resolution when necessary
  • Analyze service desk metrics and implement improvements to drive operational efficiency and effectiveness
  • Create, train, and maintain service delivery processes, procedures, templates, and best practices
  • Facilitate ITIL process improvements and act as a process champion
  • Coach, develop, and manage staff including selection, performance appraisals, and training
  • Use metrics and data-driven decision-making for tactical decisions and process improvements
  • Create process documentation including flowcharts, work instructions, and operational instructions

Requirements

  • 5+ years in a supervisory or managerial capacity in technical support or related discipline
  • 5+ years of experience supporting IT customers and enterprise environments
  • 2-3 years of experience managing call queues and on call platforms
  • 2-3 years of project management experience leading and delivering enterprise level projects
  • Detail oriented and ensure all issues/ are recorded and acted upon
  • Must be creative, and be able to motivate, coach and lead others
  • Excellent written, verbal, communication skills
  • Must be able to make difficult decisions to ensure the integrity of the environment
  • Ability to multitask and maintain focus on all areas of responsibility concurrently
  • Must be proficient in workstation support as well as other technologies, platforms, and regions
  • Basic knowledge of Salesforce and Logic Monitor, and ITSM/Autotask or Service Now ticketing system
  • Ability to compile, analyze, interpret, and present complex data
  • Ability to think analytically, conceptually, and strategically
  • Physical demands: Sit at a computer for 8 hours per day; Keyboarding for 8 hours per day; Near Vision; Speaking; Hearing requirements