IT Service Desk Manager (Senior Lead) {A}

Position Overview:

In this position, you will be responsible for managing a talented IT Service Desk team across the ARKA organization.  You will utilize your expertise to implement best-in-class solutions, focusing on a service-oriented end user experience, while supporting all areas and levels of the organization to deliver technical solutions.  In this role, you will analyze productivity and determine efficiencies for both the team and end user community, while ensuring business objectives are achieved.  This position is critical for achieving user satisfaction with a variety of systems and applications.  

 

Responsibilities: 

• Leadership and direction of the Service Desk team as it relates to day-to-day operations, while identifying and providing a long-term vision related to Service Desk execution related to department and business initiatives.
• Management and prioritization of a substantial and diverse workload with ever-changing priorities.
• Motivate, mentor and train team members with varying levels of expertise, while identifying areas of individual growth and development.
• Establish and maintain effective cross-functional relationships at all levels throughout the organization.
• Ensure timely and efficient IT support is provided throughout the organization through chat, phone, email, in-person and Jira ticketing system.
• Monitor the performance of and establish KPI’s for the company's desktop infrastructure and make suggestions for improving efficiency.
• Support various technologies including Windows Desktop/Server/Active Directory architecture, Microsoft365 Collaboration suite (Outlook/Exchange email, Teams collaboration, etc.) and DUO Multifactor authentication.
• Ensure the rollout of Service Desk technical updates or processes to the end-user is well communicated and with advance notice.
• Provide hands-on escalated support and jump in to assist team as required.
• Ownership of the setup, installation, configuration, upgrading and testing of desktops, laptops, and notebooks, printers, and mobile devices to ensure optimal performance.
• Installation, configuration, and deployment of software applications on the network and individual systems while evaluating applications and software patches for desktop applications ensure optimized performance of desktop issues
• May occasionally necessitate off-hours support to coordinate problem resolution and maintain continuous operation

 

Education Requirements: 

• High School Diploma required; bachelor’s is a plus 

 

Experience Required: 

• 5+ years of related end-user support experience, with 0-3 years of direct team management.
• Proven experience in leading, motivating, coaching and training others.
• Strong prioritization and organization skills with the ability to manage multiple projects concurrently while maintaining a high degree of flexibility.
• Ability to deliver technical expertise and professionalism in this customer-oriented role
• Ability to communicate and present clear, concise objectives to all levels of the organization while identifying and sharing risks and opportunities.
• Demonstrated expertise in computer systems and network applications with various operating systems and solutions.
• Experience with Windows or Linux
• Experience supporting Microsoft O365 environments and managing active directory and exchange
• Excellent communication and documentation skills
• Ability to work independently with minimal oversight
• Microsoft Windows Server experience
• Networking experience highly desired
• Strong problem-solving skills
• Technical certifications a plus (Network+, Sec+, MCSA)

 

Location:

This position is located on site at Ypsilanti, Michigan. Ypsilanti is artistic, genuine, and original. A college town and city located on the Huron River in Washtenaw County. Ypsilanti is all about community and making families new to the area feel right at home. From educational opportunities and local museums for all ages, to accessible healthcare and transportation it’s a wonderful location. It’s well known for its historical museums, parks, and historic districts as well as home to Eastern Michigan University. The University of Michigan and Michigan State University also are great institutions! Ann Arbor is close by and has many things, including a bustling university town, culinary hotspot, and a tech hub with a walkable downtown that includes world-class arts and culture. Located in southeast Michigan's Lower Peninsula, Ann Arbor lies at the center of a greater collection of communities in Washtenaw County. With so many thriving communities n