IT Service Desk Manager

About the position

The IT Service Desk Manager is responsible for the timely delivery of quality technical support services to end-users. The IT Service Desk Manager must have excellent knowledge of the software/hardware systems being supported and utilizes effective management skills while providing leadership to the Service Desk Team. This will involve collaboration with vendors, predictive analysis/problem remediation before issues occur and a host of other tactical and strategic activities to maintain a safe/stable computing environment. This role must also communicate and work closely with various operations and support branches to help them achieve operational, company, branch and department goals.

Responsibilities

• Oversee Service Desk operations, service requests, incidents, and projects.
• Monitor and report on Service Desk metrics; analyze ticket trends, recommend solutions, and implement preventive maintenance measures.
• Perform root cause failure analysis when needed, as part of Problem Management.
• Work with stakeholders to define business and systems requirements for new technology implementations.
• Act as a further escalation point for unresolved or escalated tickets, issues, etc.
• Develop and implement all Service Desk policies and procedures, including those for Change, Incident, Asset and Configuration Management.
• Manage processes for new hire IT onboarding, equipment set-up, off boarding and termination of accounts.
• Support and manage the Service Desk ticketing system (KACE) and resolve Help Desk ticket inquiries.
• Accountable for the timely and accurate completion of servicing incidents, requests, and tasks assigned to you and/or your team.
• Manage and maintain proper staffing footprint to ensure timely coverage and support for all PPC locations.
• Ensure appropriate shift coverage for PTO/holidays as needed.
• Responsible for the development and adherence to Service Level Agreements (SLAs). Measurements against these SLAs should be published to the appropriate business leaders periodically.
• Responsible for the selection and implementation of a Mobile Device Management (MDM) solution for administration of all mobile devices.
• Responsible for ensuring patch management is implemented and remains current across all end-user computers.
• Lead from the front and by example. Conduct regular team meetings and one-on-ones to provide timely management oversight.
• Define clear performance goals and objectives and follow up with employees on progress.
• Conduct annual performance reviews as well as provide regular leadership, inspiration, and coaching.
• Lead the team in planning projects, as well as organizing and negotiating the allocation of resources.
• Manage and assess team staffing needs and available capacity.
• Collect periodic feedback from business leaders on team effectiveness; use this feedback to take appropriate actions to ensure team is working in an optimal manner.
• Develop employee training plans annually to support their continued growth and development.
• Establish and manage relationships with internal business partners, peers in IT leadership and executive stakeholders across all PPC companies.
• Communicate with external parties as needed representing the company in a positive, professional manner.
• Perform periodic end-user computing license audits to ensure compliance.
• Manage operational costs by ensuring all IT spend is justified, approved and properly vetted for fit.

Requirements

• Bachelor's degree in Computer Science/Information Systems from an accredited college or university required.
• At least 10 years of experience managing teams of 5-10 people.
• Experience in supporting environments with greater than 2500 users required.
• Significant experience with Microsoft Office 365, Active Directory and end-user computing equipment networking required.
• Experience with Service Desk ticketing systems, SLAs, support tools, etc.
• Experience developing, managing and maintaining a robust IT asset management program required.
• Significant experience with deploying and maintaining patch management solutions required.
• Significant experience in end-user computing fleet management.
• Significant experience in managing Office 365 environments.

Nice-to-haves

• Information Technology Infrastructure Library (ITIL) certification preferred.
• Project Management Professional (PMP) certification preferred.
• Microsoft MCP or MCSA preferred.
• Experience in Local and Wide Area Networks.