Senior Manager, Service Desk

Senior Manager, Service Desk

Reporting to the Head of IT Service Delivery, the Senior Manager, Service Desk will lead and mentor a team of technology support professionals within a fast-growing organization, always ensuring a high-level of customer service. Responsibilities will include managing the ticketing system, prioritizing and assigning tasks, and monitoring team performance to meet service level agreements (SLAs).

This role will also be responsible for developing and implementing best practices, conducting regular training sessions, and fostering a culture of continuous improvement. Additionally, you will collaborate with other IT departments to address complex issues, manage escalations, and contribute to strategic planning for IT support services. Your expertise will be crucial in driving efficiency, enhancing user satisfaction, and maintaining a high standard of service delivery.

Key responsibilities:

• Manage the operations and the technicians of the central service desk
• Ensure service desk technicians are following established incident management and service delivery procedures while adhering to SLA's
• Develop and maintain formal service desk operating procedures for consistency and productivity
• Communicate changes and update procedures collaboratively within Service Delivery and across the broader Technology team
• Lead weekly team meetings focusing on team priorities and performance, to maintain a high level of service quality
• Contribute and participate in monthly executive briefings on the service desk operations
• Respond to critical outages and/or requests by developing proactive solutions to help maintain a stable and secure operation
• Draft and send org-wide communications for service outages and or changes
• Develop support plans for rollouts requiring increased support from the Service Delivery team.
• Lead the Onboarding and Offboarding process for the workforce (employees, contractors, and interns) working in close collaboration with the PEM team
• Create and maintain weekly schedules for the service desk team
• Collaborate and advise other Technology teams on supporting technology services
• Maintain and contribute to the Technology Knowledgebase, directly or working with service manager to ensure accurate and relevant content is available for the organization
• Collaborate with Technology Service Integrator on the development and improvements of the ITSM system (Service Now) including reviewing and providing oversight on processes to be implemented
• Assist in diagnosing problems requiring in person Interaction with the user to facilitate the resolution of technology issues; walk the user through key steps
• Oversee the repair process of laptops, desktops, and other hardware, software, and AV by utilizing outsourced vendor support
• Implement methodologies to improve first call resolution, manage stakeholder perceptions, and build strong internal relationship
• Monitor, respond, and resolve trouble tickets in the IT Service Management tool; ensure problem ownership and promote end-user satisfaction
• Draft documentation to grow employee self-service and technical competency across the organization
• Manage the ticket queue, act as a point of escalation on tickets as necessary; track activities of technical support specialists to whom tickets were assigned
• Identify appropriate technology, processes and other resources with team to maximize service desk effectiveness
• Onboard, train, and mentor service desk team. Facilitate continuous training as needed including on new services added to the service catalog.

Background and Requirements:

• A Bachelor's degree in a technology discipline
• 7+ years leading an IT service desk in a complex or growing organization
• ITIL 3 or 4 certification required
• Microsoft or equivalent IT certifications a plus
• Experience managing an IT service desk in a complex organization
• Strong experience with Service Now ITSM solution to manage incidents, problems and change.
• Genuinely enjoy customer service-oriented support, possess knowledge across a wide range of technical topics, and thrive on finding solutions to technical issues in a fast-paced environment.
• Technical knowledge of Identity Management (Entra ),…