Senior IT Service Desk Manager

HEICO - Los Angeles, CA

Part-time,Full-time - Manager

Los Angeles, CA

Transportation Equipment Manufacturing

About the position

The Senior IT Service Desk Manager will lead a team of technical support technicians to deliver exceptional desktop support and IT services within HEICO Corporation. This role focuses on team leadership, service delivery optimization, and fostering a customer-centric culture, ensuring high-quality technical support and effective resolution of technical issues.

Responsibilities

• Lead, mentor, and manage the Service Desk team to ensure high-quality technical support and customer service.
• Develop and implement performance metrics, KPIs, and scorecards to monitor and enhance team performance.
• Provide regular training and development opportunities to team members to maintain up-to-date technical skills and knowledge.
• Conduct performance evaluations, offer constructive feedback, and implement disciplinary actions when necessary.
• Oversee the daily operations of the Service Desk, ensuring timely and effective resolution of technical issues.
• Utilize advanced features of the ServiceNow platform to optimize workflows and improve service delivery.
• Monitor and report on call center metrics, including call volume, response times, and customer satisfaction, to identify areas for improvement.
• Develop and enforce service desk policies and procedures to ensure consistent and high-quality support.
• Oversee an after-hours support framework, including the coordination of team member rotation schedules, and the effective handling of after-hours or weekend support calls and their possible escalation.
• Promote a customer-centric culture within the team, emphasizing empathy and understanding of user experiences.
• Act as an escalation point for complex technical issues, ensuring prompt and satisfactory resolutions.
• Gather and analyze customer feedback to drive continuous improvement in service delivery.
• Coordinate with other IT departments to ensure seamless integration and support of IT services.
• Communicate service desk performance, challenges, and improvements to upper management.
• Manage vendor relationships pertinent to service desk operations and tools.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• ITIL certification or equivalent is preferred.
• Minimum of 10 years of experience in IT support or service desk roles, with at least 5 years in a managerial capacity.
• Demonstrated experience in service delivery using the ServiceNow ticketing platform, including advanced workflow optimization required.
• Proven track record in managing call center operations and analyzing related performance metrics.
• In-depth knowledge of IT service delivery best practices and frameworks.
• Proficiency in using and optimizing the ServiceNow platform for service desk operations.
• Strong analytical skills to interpret and report on performance data and implement improvements.
• Excellent leadership abilities, with a focus on team development and performance management.
• Exceptional communication and interpersonal skills, with a strong customer service orientation.
• Ability to handle high-pressure situations and make informed decisions promptly.

Nice-to-haves

• Experience with additional IT service management tools.
• Knowledge of cloud computing and virtualization technologies.

Benefits

• Competitive compensation
• Paid vacation and holidays
• Excellent 401K plan with company match
• Medical, dental, life, and disability insurance