Sr Manager, Service Desk (ITIL Certfied)

Odesus - Simi Valley, CA

Full-time - Mid Level

Simi Valley, CA

Social Assistance

About the position

The Senior Manager, Service Desk is responsible for overseeing the Service Desk staff and ensuring that end users receive appropriate assistance. This role involves managing procedures related to incident identification, prioritization, and resolution, while evolving current Service Desk processes and metrics. The Senior Manager will develop and implement policies to ensure consistent service levels, improve service maturity, and provide hands-on support when necessary.

Responsibilities

• Develops company Global Service Desk strategy and communicate to the company
• Leadership on Services, end user technologies, and team development
• Develops Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes
• Develops policies and procedures that outline how problems are identified, documented, assigned, and corrected
• Analyzes performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
• Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses and promotions when necessary
• Prepares budget proposals and operational expenditure statements
• Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients
• Conducts research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts
• Liaises with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues
• Ensures appropriate training initiatives for new and existing staff
• Purchasing and deployment tasks
• Manages a global team
• Manages the processing of all Service Desk Incidents and Requests through ticketing systems and ensure courteous, timely and effective resolution of end user issues
• Develops and enforces request handling and escalation policies and procedures
• Tracks and analyzes trends in Help Desk requests and generate statistical reports
• Assesses need for any ticketing system reconfigurations (minor or significant) based on request trends and makes recommendations
• Identifies, recommends, develops, and implements end user training programs to increase computer literacy and self-sufficiency
• Oversees development and communication of help sheets, usage guides and FAQs for end users
• Oversees the development, implementation and administration of service desk staff training procedures and policies
• Trains, coaches and mentors Service Desk Technicians and other junior staff
• Manages the overall desk activities of staff
• Contributes to escalated problem resolution by giving in-person, hands-on support to end users when necessary
• Attends Change Advisor Board (CAB) meeting
• Monitors incident trends and anticipate potential problems for proactive resolution

Requirements

• Bachelor's degree in Information Technology Management or related field; Master's degree preferred
• Minimum of 9+ years experience managing a Service Desk Organization including budgetary responsibilities
• Minimum of 5+ years in a managerial/supervisory role
• 5-7 years experience with desktop and server operating systems, including Windows, iOS, macOS, Linux
• Extensive application support experience with Service Desk/ticketing platform
• Extensive knowledge of computer hardware, including VMware Workspace One, Ivanti EPM, Engineering software
• Proven track record of developing and providing SLAs and Service Desk deliverables
• Demonstrated progressive experience in the management of a technical support team
• Certification in ITIL is a must

Nice-to-haves

• Minimum 7+ years of Global Service Desk experience preferred
• Familiarity with the advanced principles of ITIL, ITSM & Cobit
• Solid relationship management and performance management skills
• Strong customer service orientation
• Proven analytical and problem-solving abilities with strong attention for detail
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Good written, oral, and interpersonal communication skills
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Ability to present ideas in business-friendly and user-friendly language
• Self-starter, highly self-motivated and directed
• Team-oriented and skilled in working within a collaborative environment
• Ability to identify business growth opportunities and risks
• Ability to manage multiple, critical projects simultaneously and enjoy working in a dynamic and fast-paced environment

Benefits

• Competitive salary
• Health insurance
• 401k plan
• Paid time off
• Professional development opportunities