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Silfex - Eaton, OH
posted 2 days ago
About the position
The IT Service Desk Manager will have responsibility for day-to-day operations of the 24x7 Service Desk/ IT operations to support our internal customers and business stakeholders at Silfex. This position will serve as the site leader for IT team at Eaton, OH. In this role, you will manage the Service Desk Tier 1 team who is the first point of contact between users of the systems supported and maintained by IT. You will own incident management discipline within IT and also work across business functions to understand and resolve problems. This is a hands-on IT management position. It requires the incumbent to have a broad IT Operations background and engagement in technology based solutioning.
Responsibilities
- Develop and ensure conformity for business processes, policies and procedures for the IT Service Desk and Incident Management.
- Provide leadership, development, mentoring and performance management for the IT Service desk team.
- Develop, establish and implement KPIs/measurable standards for service and problem resolution as they apply to IT Service Desk.
- Manage escalated issues. The service desk manager is the escalation point for any incidents, service requests or issues.
- Review shift staffing to understand who is working, their skills and how much capacity the service desk has for the day.
- Provide incident management including managing escalations. Review current major incidents, scheduled outages and business events for the day to assess any adjustments to staffing plans.
Requirements
- Bachelor's degree.
- Minimum 8 years IT experience.
- Minimum 4 - 6 years in a management or lead position.
- Experience leading a team of level I technicians.
- Excellent service-driven customer-focused skills.
- Solid relationship management and performance management skills.
- Outstanding communication skills required, both to internal and external customers.
- Exceptional analytical and process improvement skills.
- Experience with development, maintenance, and integrity of Service Desk ticketing software.
- Experience with ITIL Best Practices.
- Hands on experience working in Incident, Problem and Change Management disciplines.
- Understanding and/or experience with IT Infrastructure dynamics which include servers, network, monitoring, Azure Cloud, and data center is preferred.
Benefits
- Comprehensive set of outstanding benefits.
