Enterprise Service Desk Operations Manager

Citrix - Maumee, OH

Full-time - Mid Level

Maumee, OH

51-100 employees

Publishing Industries

About the position

The Service Desk Operations Manager is responsible for overseeing and optimizing service desk operations at the Maumee, OH location, which consists of 68 Service Desk employees. This role involves leading daily activities, ensuring high-quality support for clients, and focusing on performance metrics, team development, and continuous improvement to drive operational efficiency and support the company's strategic goals.

Responsibilities

• Oversee and continuously improve service desk operations by tracking and analyzing team performance against service level agreements (SLAs) and quality metrics.
• Lead, coach, and mentor service desk analysts, fostering a positive, high-performance culture focused on professional growth and accountability.
• Maintain fiscal responsibility, managing site budgets, staffing allocations, and overtime to meet operational needs effectively.
• Drive process improvement and innovation within the service desk, implementing scalable solutions to enhance efficiency and effectiveness.
• Serve as a key liaison between Client Account Managers and the Service Desk team, facilitating smooth communication and information sharing.
• Collaborate with Workforce Management and Human Resources to develop staffing plans, including hiring forecasts.
• Lead and manage strategic initiatives within the service desk to achieve targeted outcomes, collaborating with cross-functional teams.
• Prepare and present regular performance reports to senior management, offering insights into service desk performance and areas for improvement.
• Develop and implement performance improvement plans and career development opportunities for team members.
• Work closely with other site managers to ensure consistent service quality and promote unified service delivery standards.
• Oversee day-to-day management of office space, interfacing with the landlord on facility-related issues.
• Provide backup support to team members as needed and undertake additional duties as assigned.

Requirements

• 3+ years of experience in Service/Help Desk management, with a proven track record of meeting SLAs and delivering high-quality client service.
• 5+ years of experience in a client-facing customer service role, with at least 2 years in a technology-related support environment.
• Experience with Service Now or other IT Service Management (ITSM) tools, with the ability to quickly learn and adapt to new technologies.
• Associate degree in technology, information systems, or a related field preferred; relevant certifications such as HDI, ITIL, or CompTIA IT Fundamentals are a plus.

Nice-to-haves

• Service Now experience helpful but not required.
• Strong written and verbal communication skills.
• Strong communication and coaching skills.
• Comfortable interfacing with clients regarding issues.
• Organized and detail oriented.
• Excellent interpersonal skills and collaborative management style.
• Creative problem solving.
• Flexible schedule to meet business needs.

Benefits

• Flexible schedule