Service Desk Manager

Why GLS?

Purpose
:
Access to affordable, reliable transportation is essential to leading productive work and personal lives, caring well for oneself, one’s family, and the needs of others. Through advanced analytics and technology, we can more accurately predict credit risk and provide more people with an affordable auto financing option for their next vehicle. That’s what GLS has done for over 10 years, helping more than half a million families meet and improve their transportation needs.

People
:
Join a culture of over 1,000 employees who Care Deeply and Think Boldly, driving innovation in an adaptive and positive culture that celebrates successes. We empower and reward individuals and teams who make direct, positive impacts to the business and each other, who take pride in their work and are ever-raising the bar.

Growth
:
Recognized by Inc 5000 as one of the fastest-growing private companies in America. Join GLS to grow with us!

Benefits

• Competitive base pay and performance bonuses, dependent on role
• Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability
• 401K with employer match and 100% immediate vesting
• Paid Time Off (PTO) and paid company holidays to help you balance work and personal life
• Paid Volunteer Time Off (VTO) Annually
• Tuition Reimbursement
• Parental Leave
• Business casual work environment

The Service Desk Manager is responsible for the first level of support for the GLS Service Desk. This is a people-leadership position with direct reports located in Greenville, SC and Tempe, AZ.

How will you drive value within the organization as a Service Desk Manager?

• Technical Responsibilities:
  • Work problem tickets and service requests.
  • Evaluate, prioritize, and resolve incoming requests for assistance from users. Handle escalations from employees.
  • Triage and assign requests to team members.
  • Investigate, diagnose, and resolve software and hardware problems, networking, and other computer related technologies and advise users on appropriate action.
  • Log and track work using a problem management database and maintain historical records and related problem documentation.
  • Build out knowledge base documentation to improve onboarding and training.
  • Adhere to all Service Desk policies, standards, and procedures.
  • Update and maintain company technical inventory.
• Leadership Responsibilities:
  • Manage the team across geographically dispersed locations.
  • Train and mentor level 1 Service Desk employees.
  • Exercise management authority concerning staffing, performance evaluations, promotions, salary recommendations, and terminations.
  • Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company.
  • Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers.
  • Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management.
  • Organize an on-call rotation schedule for your direct reports. Participate in the senior on-call rotation for incident management.
  • Perform additional assignments as required by the needs of the company or as directed by management.

What should you already know to be successful as a Service Desk Manager?

• A minimum of a bachelor’s degree is required.
• Minimum of 4 (four) years’ experience in a related IT field required.
• Microsoft Technology Associate or CompTIA A+ certification preferred.
• Working knowledge of networking protocols required.
• Working knowledge of hardware, software, network, OS interaction required.
• Experience with Microsoft 365 required.
• Ability to work well both…