IT Service Desk & End User Device Manager

IT Service Desk & End User Device Manager

This role owns everything related to end user devices and the service desk that supports these devices (in addition to other technical issues). In this role we will challenge you to provide best in class service and end user experiences from the technology you will recommend and support, including laptops, computers, tablets, mobile phones, etc.

What You'll Be Doing

• Leadership of a team of staff members providing technical support with an emphasis on customer care
• Lead the helpdesk team to higher levels of performance in support. The helpdesk is our Level 1 support mechanism for our 2000+ end users
• Lead our journey in developing and maturing our ITSM capabilities around incident management, request management, change management, etc.
• Lead our deskside support team serving as our Level 2 support for end users. Level 2 support interacts directly and personally with end users at their desks to resolve issues that cannot be resolved on the phone or remotely
• Mentor, develop, grow and train team members for future career growth in Revantage
• Write goals, and perform performance reviews for all team members within the prescribed HR assigned timeframes
• Drive End User Experience improvements via improved and new technology and new and improved process
• Assist the VP of End User Experience in the creation of the EUT roadmap
• Lead the End User Technology (EUT) engineering and deployment team to achieve the goals and outcomes of the EUT roadmap
• Lead the EUT team to develop more robust, customer friendly tools, technology solutions, and training to be more effective in their roles
• Provide leadership and guidance on all aspects related to IT Service Management
• Develop and maintain formal processes and procedures in Help Desk operations for consistent service
• Re-engineering processes performed by the Help Desk to ensure maximum efficiency and according to industry best practices
• Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
• Proactively monitor assigned and open tickets/projects, contacting customers when necessary, and ensuring tickets and projects are updated on a timely basis

Skills We're Seeking

• 10+ years of experience with help desk, desktop support and/or end user support
• 5+ years of experience in an IT Support Manager role
  • At least 2+ years managing a help desk or service desk specifically
• Experience recommending, evaluating and implementing end user technology such as laptops, computers, tablets, phones, etc.
• Experience managing direct reports, and developing talent on your team to advance their careers

Nice To Have Experience:

• ServiceNow experience (what we use)
• ITIL V3 certified