Service Desk Manager

Primary Purpose: The Service Desk Manager is responsible for ensuring an outstanding level of customer service to support company users through supervising the Service Desk activities and managing the technical support staff. Will be responsible for leading the Service Desk team in engaging in proactive planning and support, as well as organizing the Service Desk to be flexible and adaptable in meeting the changing needs of the organization. This person will increase the standard, establishing the Service Desk as the central point of contact for IT-related issues.

Essential Functions and Requirements:

• Ensures Health & Safety is the number one goal by following policies, processes, and acting in a safe manner at all times.
• Overall responsibility for the Service Desk and the activities associated with the identification, prioritization, and resolution of Service Desk requests.
• Responsible for leading the Service Desk Team in handling all ticket, phone, and in-person support to users across multiple business units.
• Provide daily supervision and direction to the team and act as a coach and mentor. Help staff prepare and execute development plans, including skills training and performance reviews.
• Ensure that all phases of support are properly coordinated, monitored, logged, tracked and resolved appropriately.
• Act as a liaison between the Network Administrators, and other IT staff, for the Service Desk.
• Handle escalated issues the Service Desk team is not equipped to handle.
• Provide hands-on support when necessary, to identify, troubleshoot and resolve hardware, software and network related problems experienced by end users.
• Establish service level agreements for internal clients and ensure service levels are achieved. Report on service level targets monthly.
• Develops and implements a phone/ticket escalation process to ensure free flowing escalation information within the organization.
• Manages process for communicating outage and emergency activities throughout the organization.
• Reviews feedback from client survey to improve services, tools and support experiences. Willingness to engage multiple business units to determine needs and align Service Desk accordingly.
• Continuous improvement and expansion of tasks Service Desk assumes responsibility over from other IT staff (e.g. Back-up monitoring done by Service Desk instead of Network Admins).
• Owns and regularly updates Incident Management Process
• Assists with acquisition cutovers as needed.
• Some travel up to 20%.

Heritage believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this position description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent nor the company to just the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Education: Bachelor's degree in information technology or related field required. In Lieu of degree 9+ years experience in IT Technical support required. 3+ years of IT management or supervisory capacity required.

Experience: Minimum 5 years of experience in IT Technical support required. 3+ years of IT management or supervisory capacity required.

Requirements:

• Familiarity with the ITIL Foundations and practices.
• Experience implementing best practices within a Service Desk environment to improve overall quality of support to end users.
• Project management experience in relation to Service Desk activities preferred.
• Strong technical knowledge of network and PC operating systems.

Knowledge and Abilities: Very high-level of self-awareness and desire to develop leadership capabilities. Ability to hold themselves and others accountable to high standards. Experience with coaching and developing staff. Experience identifying and resolving issues independently. Demonstrates a solid sense of accountability and sound personal judgement. Courage to take initiative in unfamiliar or ambiguous circumstances. Ability to gain alignment with different clients and represent a common point of view across multiple stakeholders. Excellent verbal and written communication. Demonstrated creative thinking and problem-solving. Ability to manage projects and process improvement initiatives. Regular and predictable attendance is an essential function of this job.

Requirements:

A post offer drug screen will be required.

EEO including disability/veteran.

Current Openings for Service Desk Manager Jobs at Heritage Environmental Services