Mgr Service Desk

2 weeks ago

Newark, Delaware, United States Chesapeake Utilities Full time

Service Desk Manager

Location: Hybrid remote with minimum of 2 days per week in Newark, DE or Dover, DE as needed

What makes us great:

At the heart of our Company is a dedication to delivering energy that drives progress. We put people first, work to keep them safe and build trusting relationships.

What you'll be working on...

  • Manage all staffing aspects of the service desk, including motivation, hiring, ongoing management, preparation of performance evaluations, and training.
  • Develop, manage, measure, and report on key service-level related to efficiency, call completion and others.
  • Apply ITIL / ITSM framework and Strive for continuous improvement of the incident management process and its integration with other IT operations management processes, such as problem and change management.
  • Collaborate with all IT units as well as business units to ensure that IT-delivered services and end-user service levels are met.
  • Manage key vendors and maintain strong relationships to ensure their adherence to SLAs for optimal performance and support.
  • Perform IT project related tasks such as supporting network at sites, distribution of new equipment for the deployment of new technologies and systems and ensure smooth transition and minimal disruption for end users.
  • Drive continuous improvement of the incident management process and its integration with other IT operations management processes to improve effectiveness.
  • Prepare cost analyses, budget plans, and proposals such as cost per call, total service desk budget, cost of peripherals as needed.
  • Act as critical incident management on a rotational basis.

Who you are...

  • Undergraduate degree in Computer Science, Information Systems or related discipline
  • 7 years of professional or technical experience in IT with a strong background in all aspects of help desk customer service.
  • 5 years' current management experience that demonstrates proficiency in leadership techniques and management of resources
  • Information Technology Infrastructure Library (ITIL) certification desirable.
  • Knowledge of IT service desk tools and best practices, Incident, Problem, Release, Change, and Asset Management systems.
  • Windows OS, SCCM, and Dell Hardware.
  • ITIL process frameworks and continual process improvement.
  • Budget planning, cost analysis, and benchmarking.
  • Workstation management, network equipment, cell phones, and software deployment.
  • Strong communication and reporting skills, proven troubleshooting skills and leadership and team-building skills.
  • Analytical and problem-solving skills, time management and multitasking abilities.
  • Vendor management and relationship building, project management and support.
  • Manage and motivate a diverse team, develop and implement effective service desk strategies, driving continuous improvement and efficiency.
  • Maintain a high level of end-user satisfaction while adapting to changing business needs and technologies.
  • Work effectively under pressure and meet tight deadlines.
  • Stay updated on trends in service desk operations and technology.

Where you'll be working:

  • Hybrid remote with in office presence typically Newark Delaware for 2 days a week and occasionally at Dover DE. On specific projects, this may be for entire week on site depending on the requirement of the project or task. Occasional evening/weekend work needed for service desk emergencies.

Benefits/what's in it for you?

  • Flexible work arrangement
  • Competitive base salary
  • Fantastic opportunities for career growth
  • Cooperative, supportive and empowered team atmosphere
  • Annual bonus and salary increase opportunities
  • Monthly recognition events
  • Endless wellness initiatives and community events
  • Robust and customizable benefit packages-choose what works best with your life. Options include generous 401k, medical, dental and life insurance, tuition reimbursement, compensated volunteer hours and MORE
  • Paid time off, holidays and a separate bank of sick time

Chesapeake Utilities Corporation is an equal opportunity employer committed to creating a diverse workforce and a culture that promotes a sense of belonging for all employees. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability that need assistance applying for a position may email or Ruth Warner, Director, Human Resources Operations at

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)

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