Service Desk Manager

$102,000 - $107,000/Yr

Arizona Department of Education - Phoenix, AZ

Full-time - Manager

Hybrid - Phoenix, AZ

Machinery Manufacturing

About the position

The Arizona Department of Education is a service organization committed to raising academic outcomes and empowering parents. The Service Desk Manager is responsible for the management and supervision of the Service Desk and Desktop Services functions and staff. This includes implementing and following best practices for Service Desk and Desktop Services functions such as customer service, Endpoint Asset Management, Endpoint Vulnerability Management, Change Management, and Service Request/Incident/Problem Management. Occasional in-state travel is required for this position. The Arizona Department of Education currently utilizes a hybrid work environment, with up to two days of remote work (contingent upon business needs). Candidates should apply with an ability and willingness to work in-office up to five days per week as business needs necessitate.

Responsibilities

• Provide management and supervision to the Service Desk and Desktop Services functions staff with goals, assignments, progress reviews, mentoring, and coaching.
• Responsible for recruiting and hiring resources as needed to fulfill Service Desk and Desktop Services staff.
• Identifies, socializes, and implements process improvements.
• Ensure high-level customer service to achieve goals related to response time, customer satisfaction, and operational efficiency.
• Manage Endpoint Vulnerability Management in collaboration with other IT teams.
• Oversee Incident Management utilizing assessment, tracking, and communications through the Service Desk function.
• Conduct Problem Management (Root Cause Analysis) utilizing organizational tools and processes.
• Manage Endpoint Asset Management including inventory management processes.
• Ensure accurate endpoint inventory records for agency hardware and software.
• Lead and collaborate with program area leadership for physical inventories.
• Obtain and approve vendor quotes per request from budget owners.
• Collaborate on or lead Change Management processes.
• Provide proposals and manage implementations of agency-wide desktop technologies.
• Monitor analytics to ascertain metric-driven goals.
• Collaborate with ADOA-AZNET for operational and project-based work.
• Interpret policies, develop and implement standards, procedures, and standard work.
• Perform other duties as assigned related to the position.

Requirements

• A Bachelor's degree plus five or more years of related experience or equivalent experience to substitute for the degree.
• Supervisory experience is required.
• Knowledge of best practices for Service Desk and Desktop Services functions.
• Working knowledge of industry tools and technologies including call center products, drive encryption technologies, and patching and device management products.
• Strong understanding of supply-chain / inventory / purchasing practices.

Nice-to-haves

• Expert troubleshooting and system administration skills.
• Intermediate to advanced skill in using Microsoft Outlook, Word, and Excel.

Benefits

• Affordable medical, dental, life, and short-term disability insurance plans.
• Top-ranked retirement and long-term disability plans.
• 10 paid holidays per year.
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years.
• Sick time accrued at 3.70 hours bi-weekly.
• Deferred compensation plan.
• Wellness plans.