Manager, Service Desk Support

The Manager of Service Desk Support is a highly skilled hands-on manager that will be responsible for managing daily operations of the service desk, managing the service desk team, ensuring that service desk SLA’s are constantly met per IT department KPI’s, and continuous planning for service desk development and improvement. The manager will work with the IT Director on the vision, direction, and structure of all IT systems to meet the current and future needs of the growing enterprise.

Duties and Responsibilities:

• Provide outstanding customer service to clients
• Manage IT service desk systems including ticketing, imaging, and patching solutions
• Provide technical leadership and management for IT service desk operations
• Ability to troubleshoot hands-on and work with technical support or technology partners when needed
• Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
• Coordinate and manage all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations
• Constantly explore solutions to automate service desk operations to improve efficiency and reduce cost
• Monitor performance of support personnel, reviewing response times, problem logs, and trends in problems reported
• Measure, monitor, and maintain the team’s ability to meet SLA’s
• Recommends strategies and/or hardware/software enhancements to increase employee productivity
• Interact with Safran Global Service Desktop teams
• Keep up to date with technical and industry developments
• Stays on top of inventory and IT supplies

Requirements

• Bachelor’s Degree in Computer Science or equivalent experience in a related field
• 5+ years of experience working in a similar service desk management role
• 3+ years of experience working in a Management role
• 9+ years of experience working in IT
• Solid understanding of Windows, Windows Server and MacOS
• Solid understanding of Active Directory, DNS and DHCP
• Good understanding of managing Office 365 apps or similar cloud solutions
• Knowledge of VoIP and webhosting solutions (Zoom, TEAMS, RingCentral) is a strong plus
• Good understanding of VDI solutions is a plus
• Good understanding in TCP/IP networking and VMware
• Good understanding of Linux is an advantage
• Strong ITIL framework knowledge
• Strong knowledge of Microsoft InTune and have recent practical experience.
• Familiarity with information security principles and best practices in virtual environments
• Use sound judgment in decision-making under tight deadline or during critical system outages and/upgrades
• Ideal candidate will have had prior experience as head of an IT department.

Benefits

The starting pay range for this position is $104,000 to $133,000 however, base pay offered may vary depending on skills, experience, job-related knowledge and location.