Manager, IT Service Desk

Job Description

Summary: The IT Service Desk Manager will be responsible for leading and managing the IT Service Desk and Access Provisioning team to ensure the delivery of high-quality technical support and services to end users. This role involves overseeing the day-to-day operations of the service desk and access provisioning teams, developing and implementing service improvement initiatives, and ensuring alignment with the organization’s IT strategy and business objectives.

Essential Functions:   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• Leadership & Management:

  • Lead, coach, and mentor a team of IT service desk and access provisioning professionals.

  • Develop and implement strategies to improve service delivery and customer satisfaction.

  • Oversee staff performance, providing regular feedback and conducting performance evaluations.

• Service Delivery:

  • Manage and oversee the daily operations of the IT service desk, ensuring timely and efficient resolution of user issues and requests.

  • Act as an escalation point for complex technical problems and service requests.

  • Develop and maintain standard operating procedures (SOPs) and a Knowledge Base for service desk operations.

  • Develop and maintain a quality assurance program that holds team members accountable to performance standards.

  • Ensure compliance with ITIL best practices and other relevant standards.

• Access Provisioning:

  • Manage the access provisioning team and processes, ensuring secure and efficient access to systems and applications in a consistent, auditable manner.

  • Develop and enforce access control policies and procedures.

  • Coordinate with other IT teams to ensure seamless integration of access management processes.

  • Ensure compliance with relevant regulations and standards (e.g. SOX)

• Continuous Improvement:

  • Identify opportunities for service improvement and implement initiatives to enhance service quality and efficiency.

  • Lead projects aimed at enhancing the efficiency and effectiveness of the service desk and access provisioning functions.

  • Monitor and analyze service desk performance metrics, using data to drive improvements.

  • Handle customer complaints and feedback, implementing improvements as needed.

  • Stay updated with the latest industry trends and technologies.

• Collaboration & Communication:

  • Collaborate with other IT teams and business units to ensure seamless service delivery.

  • Communicate effectively with stakeholders at all levels, providing updates and reports as needed.

• Technology Management:

  • Oversee the deployment and maintenance of service desk tools and technologies.

  • Stay current with industry trends and emerging technologies to ensure the service desk remains effective and relevant.

• Compliance and Security:

  • Implement and maintain security measures to protect sensitive information.

  • Conduct regular audits and assessments of access controls and service desk operations.

Supervisory Responsibilities: Directly supervises 7-12 employees and/or contractors/third party outsourced vendors.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Minimum Required Qualifications:   

• 5 years of experience working in information technology support, help desk, or service desk.

• 3 years of manager experience.

• 3 years of experience identifying and implementing process improvements resulting in measurable reductions to process exceptions/escalations.

Certificates and Licenses: Any general IT certifications are preferred, but none are required. For example, ITIL, A+, Net+, Security+, CISSP, etc.

OTHER REQUIRED QUALIFICATIONS: 

• Excellent leadership and team management skills.

• Excellent verbal and written communication skills.

• Excellent delegation, deadline management, task organization and action item tracking skills.

• Excellent goal