IT Service Desk Manager

KY Churchill Corporate - Louisville, KY

Full-time - Mid Level

Louisville, KY

About the position

The IT Service Desk Manager is responsible for overseeing the Service Desk Analysts and ensuring that end users receive appropriate assistance and support. This role involves designing, managing, and improving services related to the intake, identification, prioritization, and resolution of requests, incidents, and problems. The manager will also develop and implement procedures to meet service level agreements (SLAs) and collaborate with other teams to communicate updates effectively during incidents.

Responsibilities

• Develop, analyze and report on Service Level Agreements (SLAs) for request, problem, and incident resolution.
• Collaborate with stakeholders and departmental teams to ensure visibility and adherence to processes for achieving SLAs.
• Perform quality assurance on requests and incidents for proper prioritization and escalation.
• Establish service delivery metrics to identify recurring issues and trends.
• Monitor Service Desk performance and document resolutions, identifying problem areas.
• Develop policies, processes, and standard operating procedures for request and incident management.
• Maintain staffing capacity plans and performance measurement of Service Desk staff.
• Identify and respond to professional development needs of Service Desk staff.
• Conduct performance appraisals of Service Desk staff.

Requirements

• Bachelor's degree in information systems, Computer Science or equivalent.
• Minimum 3+ years of experience 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.
• Strong leadership skills to direct staff and teams in service incident management.
• Proven ability to promote a culture of continuous improvement.
• 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.