Manager, IT Service Desk

Role Overview

This position directly leads a team of Associate IT Support Representatives and IT Support Representatives by carrying out managerial responsibilities in accordance with the organization’s policies. The IT Support Representatives are responsible for the first level and second level support of multi-divisional applications and services as well as troubleshooting hardware and technical issues over the phone.

The position is responsible for interviewing, hiring, training, appraising performance, rewarding and disciplining employees as well as planning, assigning and directing their work. The position is responsible for distribution of workload, tracking workload and performance, evaluating customer satisfaction, ensuring that established service levels are met and reporting IT Support metrics daily, weekly, and monthly to Director, IT Service Delivery.

Must have demonstrated capacity to successfully lead and direct a group of employees with varying technical and customer service skill levels preferably in a Service Desk. Experience in defining, developing and/or monitoring call center metrics is required. Experience in training, evaluating and coaching technical staff.

• Bachelor's in Computer Science or related field is required
• Four years of related experience can be used in lieu of a Bachelor’s degree
• 5 years of technical experience is required
• 2 years of leadership experience is required
• Experience in the Service Desk environment is preferred

• Residency in or relocation to Louisiana is preferred for all positions
• Must identify, define, quantify and solve significant, complex, technical and management issues on a regular basis
• Provides leadership to Support Team daily
• Must correlate requirements and information from multiple sources, anticipate both current and future processing and management information needs, analyze their potential impacts, and create new solutions to meet these needs