Service Desk Manager

The Service Desk Manager is responsible for technology business leadership and vision in IT Service Delivery. The incumbent in this role provides and maintains a single source of consistent information on all IT services delivered to business. He/She ensures and verifies service performance against stated Service Level Agreements while overseeing and managing a vertical within the IT organization. The Associate IT Resource Manager is responsible and accountable for day-to-day service operations and performance.

The incumbent establishes and directs the strategic long‑term goals, policies and procedures for development, service, operations, COTS applications or application development environments, supporting a national business across multiple business units.

• Manages, coordinates, plans and leads technology-related activities within a single, functional IT Service Delivery domain including: analysis, development, and administration of tactical initiatives within that functional area. Provides leadership and customer support by meeting staffing needs through the hiring, training, counseling, evaluating, supervising and managing of direct reports.
• Monitors performance of information technology systems, infrastructure, operations, products, applications and/or field technicians to determine cost and productivity levels, and to make recommendations for improvements.
• Helps define strategy and processes for defined, functional IT area.
• Analyzes business requirements by partnering with key stakeholders across the organization to develop solutions for IT needs.
• Oversees a centralized technical support and help desk team for a wide variety of corporate customers and technical assets.
• Ensures service operations meet and/or exceed stated Service Level Agreements and Operational Level Agreements.
• Manages relationships with IT vendors, service providers and contractors to ensure quality and cost control requirements are achieved.
• Defines and develops the overall service measurement framework that determines service efficiency.
• Grows and develops a team of IT professionals in technical proficiency and in service delivery effectiveness.
• Guards direct reports and peers in functional job area regarding policies, practices and procedures.
• Supervises 1-3 professional and para‑professional level employees. Sets goals and objectives for achievement of operational results. Coaches, reviews and delegates work to team.
• Ensures consistent delivery for all direct reports, monitors well‑being and needs of team members and acts as required to ensure ongoing success.
• Performs other duties as assigned and modified at manager’s discretion.

• Highly-developed business acuity and acumen
• Excellent working knowledge of computer systems, security, network and systems administration, databases and data storage systems and phone systems
• Familiar with technology being applied by the team and the functional area in which they operate. Journeyman knowledge of leadership best practices and standards applied by the company
• Strong critical thinking and decision‑making skills
• Excellent project management skills and strong ability to prioritize
• Firm grasp on information technology and operations best practices
• Proficient knowledge of technical management, information analysis and/or computer hardware/software systems
• Fundamental knowledge in data center management and data governance
• Hands‑on experience with computer networks, network administration and/or network installation
• Ability to perform independently with minimal to no direct supervision. Expectation of weekly touchpoints with leader
• Proven ability to manage personnel through accomplishment of business delivery for team. Encourages career growth and personal growth for all team members
• Ability to positively impact peer‑to‑peer interactions, leading by example. Must possess the ability to effectively address any potential dysfunctions
• Excellent written and verbal communication skills
• Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word‑processing, spreadsheet, database,…