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 will also research, recommend, plan and deploy 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 and Service Desk team key performance indicators. Essential Duties & Responsibilities 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 and assists in the development and implementation of quality improvement programs for assigned department(s). Solve problems and make 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. Resolving problem situations in a professional manner and accurately communicating pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service. Performs duties in a cost‑effective manner to avoid waste of resources without jeopardizing quality of care and service. Maintains competency and enhances professional growth and development through continuing education and conferences. Meets with technology technicians, attends seminars and reads industry related publications to remain abreast of technology advances and aid in the technology planning effort. Is accountable for meeting systems infrastructure or operational Service Level Agreements established by the Chief Officer of Technology. Managerial skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position. Demonstrates management and decision‑making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or projects within budget and on schedule. Performs other duties and responsibilities as assigned. Qualifications 5+ years of IT experience is required. 3+ years of management experience is required. Experience in managing and coaching Help Desk Technicians. Bachelor’s Degree in computer science, network engineering or related field required, or commensurate experience considered. Experience with service desk software preferred. Expertise in Microsoft Office, Microsoft Active Directory, and operations management tools is preferred. Must have demonstrated ability to organize and manage distributed systems. Required to be on call and respond to emergency issues during off hours. Ability to work under stressful situations. Ability to establish priorities quickly as circumstances dictate. Ability to manage large caseloads with tight deadlines. Equal Employment Opportunity Statement We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at View email address on click.appcast.io or call View phone number on click.appcast.io. US Based Employees – At IEL, we are committed to providing equal employment opportunities for all persons, regardless of age, ancestry, color, religious creed (including religious dress or grooming practice), family and medical care leave status, disability (mental and physical) including HIV and AIDS, marital status, medical condition (including cancer and genetic characteristics), genetic information, military status, protected veteran status, status as a victim of domestic violence or stalking, familiar status, national origin, race, sex, pregnancy, childbirth, breastfeeding or related medical condition, gender identity or expression, sexual orientation and or any other category protected by law. #J-18808-Ljbffr