Manager, It Service Desk And End User Services

Job DetailExperience Level ManagerDegree Type Bachelor of Science (BS)Employment Full TimeWorking Type On SiteJob Reference 0000020301Salary Type AnnuallyIndustry ConstructionSelling Points Lead IT service desk operations in a dynamic, transformative environment. Manage nationwide support teams, enhancing productivity and user satisfaction. Drive innovation and continuous improvement in IT processes.Job DescriptionManager, IT Service Desk and End User Services OverviewThe Manager, IT Service Desk and End User Services oversees IT support operations, ensuring excellent service delivery and user satisfaction.Lead a team of analysts to provide comprehensive IT support for corporate offices and field teams nationwide.Drive continuous improvement in service desk processes, enhancing efficiency and resolving technical issues effectively.Manage ServiceNow administration, including ticket hygiene, reporting, and workflow optimization.Collaborate with IT Operations and Asset Management for onboarding, offboarding, and hardware lifecycle management.Ensure compliance with security policies and data integrity standards in all IT operations.Support technology needs for active construction jobsites, coordinating timely resolutions with project teams.Provide hands-on troubleshooting for IT equipment, including laptops, mobile devices, printers, and conferencing systems.Foster team development and innovation, adapting to the evolving needs of the organization.Manager, IT Service Desk and End User Services Key Responsibilities & DutiesManage day-to-day service desk operations, ensuring SLA adherence and efficient ticket queue management.Directly oversee a team of analysts, providing mentorship and performance evaluations.Implement enhanced support models for construction jobsites, ensuring reliable technology services.Administer ServiceNow workflows, maintaining accurate documentation and reporting metrics.Coordinate hardware returns, replacements, and repairs, partnering with IT Asset Management.Troubleshoot IT equipment issues, ensuring prompt resolution and minimal downtime.Collaborate with enterprise applications and infrastructure teams for escalation handling.Participate in post-maintenance testing to ensure system reliability.Document and optimize service desk processes to enhance operational efficiency.Manager, IT Service Desk and End User Services Job RequirementsBachelor's degree in Information Technology, Computer Science, or related field required.Minimum 5 years of IT support experience, with 3 years in a supervisory role.Proficiency in troubleshooting Windows endpoints, mobile devices, and AV equipment.Experience managing distributed support environments, including corporate offices and remote users.Familiarity with ServiceNow for ticket management, reporting, and workflow configuration.Knowledge of Google Workspace, identity management tools, and endpoint management systems.Preferred certifications include ITIL, CompTIA, or Google Workspace Administrator.Experience supporting field or industrial workforces is advantageous.Strong communication skills to translate technical issues for non-technical stakeholders.