IT Service Desk Manager

About the position

X-energy is seeking professionals to join our IT team in the role of IT Service Desk Manager. This position will be responsible for overseeing the daily operations of the IT Service Desk team, ensuring that service levels are met or exceeded, and fostering a customer-centric culture. This role requires a combination of technical expertise, leadership skills, and a strong focus on continuous improvement.

Responsibilities

• Lead, mentor, motivate, and develop the IT Service Desk team, providing guidance and support.
• Foster a positive and collaborative team environment, encouraging professional development.
• Conduct regular performance evaluations and provide constructive feedback.
• Oversee the daily operations of the IT Service Desk, ensuring efficient and effective service delivery.
• Monitor and manage ticket queues, ensuring timely resolution of incidents and requests.
• Develop and implement service desk policies, procedures, and best practices.
• Ensure compliance with SLAs and KPIs, producing regular reports on performance metrics.
• Act as an escalation point for complex or high-priority issues, ensuring prompt and satisfactory resolution.
• Promote a customer-centric culture, ensuring high levels of customer satisfaction.
• Gather and analyze customer feedback to drive service improvements.
• Stay current with industry trends and emerging technologies to continually improve service desk operations.
• Collaborate with other IT teams to ensure seamless service delivery and integration.
• Lead and manage IT projects related to the service desk, ensuring projects are completed on time and within budget.
• Coordinate with stakeholders to define project scope, objectives, and deliverables.
• Maintain professional demeanor and behavior at all times in all forms of communication.
• Perform other duties as assigned by manager.

Requirements

• High school diploma is required.
• Typically, ten plus years' experience in an IT support role.
• Minimum three years' experience as an IT Support Manager, of which at least two years must be experienced with staff management, recruitment, and retention, Help Desk / Help Desk management.
• At least one of the below certifications is required: ITIL Certification or HDI Certification.
• Knowledge of and experience in applying ITIL principles and standards to improve resolution and customer service standards.
• Experience with IT service management (ITSM) tools and frameworks, such as hands on experience with incident and problem management in ServiceNow.
• Hands-on experience in IT support, including hardware, software, conference room technology and networking.
• Experience with outsourced IT support models.
• Ability to be on call nights/weekends/holidays.

Benefits

• 401K plan with an employer match
• Medical/Dental/Vision Insurance
• Life and Disability Insurance
• Paid Time Off
• Tuition Reimbursement/Professional Development policy that supports the continuing education of employees.