IT Service Desk Manager

Position Summary The IT Service Desk Manager provides leadership for the IT Service Desk staff and operations, ensuring high levels of customer satisfaction and desktop productivity for all IEL employees. This role involves researching, recommending, planning, and deploying new applications and hardware solutions to enhance productivity and align with IEL’s service desk key performance indicators. Essential Duties & Responsibilities Lead by example, demonstrating IEL SD core behavioral principles such as teamwork, analytical thinking, dependable work ethic, and adaptability to changing business needs. Ensure efficient and timely first- and second-level support during established support hours. Perform staff scheduling to guarantee Service Desk coverage during normal business hours and on‑call support as required. Manage Service Desk staff, including performance evaluations, promotions, hiring, disciplinary actions, job expectations, and career development. Provide staff support for administrative tasks and projects related to Desktop, WAN, LAN, and telephone functions. Monitor the problem‑management database and follow up with assigned personnel to ensure timely resolution of problems. Maintain a central source of documentation to enable Help Desk staff and support technicians to recover outages with minimal disruption to service levels. Invoke problem‑escalation procedures to coordinate recovery efforts. Identify problem trends and ensure troubleshooting efforts for recurring problems until permanent solutions are achieved. Prepare daily, weekly, and monthly statistics, status reports, and graphical reports, continually modifying them to meet departmental needs. Implement improvements to overall customer support of the Service Desk. Manage budgeting and forecast recommendations for hardware refresh schedules. Validate the asset CMDB is up‑to‑date. Ensure desktop system maintenance contracts are current and renewed prior to expiration. Manage inventory and document assets consistently. Maintain accurate software license counts. Enforce equipment configuration and deployment consistency across all IEL locations. Collaborate with the infrastructure team to create standard OS images. Coordinate training requirements for Service Desk personnel. Contribute to departmental productivity and development objectives by participating in training programs. Accurately communicate pertinent information. Assist in developing and implementing quality improvement programs for the department. Resolve problems and make daily decisions related to Help Desk responsibilities. Maintain professional, tactful interactions with users to promote a positive image of the department. Perform duties in a cost‑effective manner, avoiding waste of resources without compromising quality. Maintain competency and pursue professional growth through continuing education, conferences, and industry publications. Ensure compliance with system infrastructure or operational service‑level agreements established by the Chief Officer of Technology. Demonstrate management and decision‑making skills concerning Information Systems policies, processes, and procedures. Knowledge, Skills & Experience Basic: 5+ years of IT experience with 3+ years of management experience. Experience managing and coaching Help Desk Technicians. Bachelor’s Degree in Computer Science, Network Engineering, or related field (or equivalent experience). Experience with service‑desk software. Expertise in Microsoft Office, Microsoft Active Directory, and operations‑management tools. Ability to organize and manage distributed systems. Willingness to be on call and respond to emergency issues during off‑hours. Strong ability to work under stressful situations and establish priorities quickly. Capability to manage large caseloads with tight deadlines. Required Qualifications 5+ years of IT experience. 3+ years of management experience. Bachelor’s Degree in Computer Science, Network Engineering, or related field (or equivalent experience). 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, please contact 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, family and medical care leave status, disability, marital status, gender identity or expression, sexual orientation, national origin, race, religion, or any other category protected by law. #J-18808-Ljbffr