IT Service Desk Manager

Churchill Downs - Louisville, KY

Full-time - Mid Level

Louisville, KY

Performing Arts, Spectator Sports, and Related Industries

About the position

The IT Service Desk Manager will oversee all Service Desk Analysts and related support processes, ensuring that end users receive the appropriate assistance and level of support. This role involves designing, managing, and improving services and processes related to the intake, identification, prioritization, and resolution of requests, incidents, and problems. The manager will also be responsible for developing and implementing procedures to ensure service level agreements (SLAs) are established and achieved, while collaborating with other functional support teams to communicate effectively with stakeholders during and after incidents.

Responsibilities

• Develop, analyze and report on Service Level Agreements (SLAs) to establish expectations for request, problem, and incident resolution timeframes.
• Collaborate with stakeholders, service owners, and departmental teams on requests, incidents, and problems to ensure visibility and adherence to processes for achieving SLAs.
• Ensure quality assurance is performed on requests and incidents for proper prioritization and categorization, escalation where needed, and assignment to appropriate technical teams.
• Establish service delivery metrics to identify recurring issues and trends in response to organizational needs and challenges.
• Monitor the performance of Service Desk function and document resolutions, identify problem areas, and deliver scalable solutions to enhance quality of services.
• Collaborate with others to develop policies, processes and standard operating procedures for requests, incidents, and problems.
• Develop and/or maintain staffing capacity plans, time and attendance management, and performance measurement of Service Desk staff.
• Demonstrate the ability to develop the skills of others and respond to professional development needs of all Service Desk staff.
• Plan and conduct performance appraisals of Service Desk staff.

Requirements

• Bachelor's degree in information systems, Computer Science or equivalent.
• Minimum 3+ years of proven success running a professional IT Service Desk in a corporate environment.
• Strong understanding of desktop technologies and end user productivity applications.
• Experience with vendor management, including outsourced tier one Service Desk providers.
• Highly proficient in IT Service Management, including request, incident, and problem management, documentation, performance and user satisfaction metrics, and process improvement.
• Strong leadership skills to direct staff and other teams in service incident and problem management.
• Proven ability to promote a culture of continuous improvement and develop a strong cross-functional team.
• Working knowledge of IT processes (i.e., ITIL) including Service Request, Incident, Problem, Change and Release Management.
• Excellent verbal and written communication skills.
• ITIL Foundation v3 or higher certification.