IT Service Desk Manager

The IT Service Desk Manager is responsible for providing leadership for the IT Service Desk staff and operations. This individual is also responsible for IT customer satisfaction and desktop productivity of all IEL employees. The IT Service Desk Manager research, recommends, plans, and deploys new applications and/or hardware solutions that enhance employee productivity. They are the visionary leader responsible for ensuring that the IT Service Desk organization is providing a consistent level of exceptional service that aligns with IEL, IT Department hand Service Desk team key performance indicators.

The IT Service Desk Manager is responsible for providing leadership for the IT Service Desk staff and operations. This individual is also responsible for IT customer satisfaction and desktop productivity of all IEL employees. The IT Service Desk Manager research, recommends, plans, and deploys new applications and/or hardware solutions that enhance employee productivity. They are the visionary leader responsible for ensuring that the IT Service Desk organization is providing a consistent level of exceptional service that aligns with IEL, IT Department hand Service Desk team key performance indicators.

• Leads by example each day by actively displaying IEL SD core behavioral principles of being a team player, analytical, displaying a consistently dependable work ethic and adaptable to rapidly changing business needs
• Responsible for assuring users are provided efficient and timely first and second level support during established support hours
• Performs staff scheduling to ensure Service Desk coverage during normal business hours and on‑call support as required
• Manages the Service Desk staff including regular consultation on performance evaluations, promotions, hiring and disciplinary responsibilities, job expectations, and career development
• Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions
• Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems so that prompt and proper resolution is being provided by all team members
• Maintains a central source of documentation/information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels
• Invokes problem escalation procedures to coordinate recovery
• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
• Ensures that decisions made to improve the overall customer support of the Service Desk are continually carried through
• Manages budgeting and forecast recommendations for hardware refresh schedules
• Validates the asset CMDB is up to date
• Ensures desktop system maintenance contracts are current and renewed prior to expiration
• Manages inventory and documents assets consistently
• Maintains accurate software license count
• Enforces equipment configuration and deployment consistency across all IEL locations
• Works with infrastructure team to create standard OS images for IT, help desk and sales system
• Coordinates training requirements of Service Desk personnel
• Contributes to departmental productivity and development objectives by participating in training programs
• Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s)
• Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities
• Ensures that effective Service Desk representation takes place for the coordination of work processes and projects with other departments and divisions
• Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately…