Service Desk Manager

2 weeks ago


Dover, Delaware, United States Insight Global Full time

A large utilities company is looking for a Service Desk Manager to take over their team. The Service Desk Manager is responsible for managing the IT helpdesk and supporting over 1500 end users across all locations in the company. This role will oversee the helpdesk analysts and agents, handle incidents, requests and problems utilizing ITSM best practices. This role will support technology projects as needed.


• Manage all staffing aspects of the service desk, including motivation, hiring, ongoing management, preparation of performance evaluations, and training. This will be a hybrid remote role with 2 days onsite in Newark or Dover, DE.


• Develop, manage, measure, and report on key service-level metrics 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.

Compensation:

$150,000 per year annual salary.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role include: Benefit packages for this role may include healthcare insurance offerings and paid leave as provided by applicable law.


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