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Managed Services Support Desk Manager

4 months ago

Clive, Iowa, United States Randstad USA Full time
job summary:
We are seeking a dynamic and experienced Managed Services Support Desk Manager to lead our team of dedicated support professionals. The Support Desk Manager will be responsible for overseeing the day-to-day operations of our service desk, ensuring efficient resolution of client issues, and maintaining high levels of client satisfaction.

Essential Functions:

Lead, coach, and mentor a team of service desk engineers, fostering a culture of excellence, collaboration, and continuous improvement.

Set clear performance objectives and provide regular feedback to team members to drive individual and collective growth.

Develop and implement training programs to enhance the technical skills and customer service capabilities of the service desk team.

Oversee the delivery of IT support services to clients, ensuring adherence to service level objectives (SLOs) and operational standards.

Monitor service desk metrics and KPIs to identify trends, address performance issues, and drive service improvements.

Implement best practices and processes for incident management, problem resolution, and service request fulfillment.

As needed, serve as the primary point of contact for escalated client issues, working closely with clients to understand their needs and expectations.

Collaborate with managed services team leads, managed services engineers, account management, and sales teams to identify opportunities for service enhancement and expansion.

Evaluate, implement, and optimize service desk technologies and tools to streamline operations and enhance productivity.

Stay informed about emerging IT trends and technologies, providing recommendations for their integration into service delivery processes.

Ensure the managed services team is proficient in the use of relevant ITSM tools and platforms.

Drive a culture of continuous improvement within the managed services team, encouraging innovation and efficiency gains.

Regularly review and refine service desk processes, procedures, and documentation to maximize effectiveness and minimize risk.

Champion initiatives to automate routine tasks, improve self-service capabilities, and enhance overall service quality.

Actively engage with Managed Services Leadership Team.

Ensuring time tracking is completed accurately and timely.

Work closely with the finance team on monthly billing.

Perform other tasks as needed and/or requested. Education and Experience:

Bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience).

Proven experience in a leadership role within an IT service desk or helpdesk environment, preferably in a managed service provider (MSP) setting.

strong technical knowledge across a broad range of IT disciplines, including desktop support, networking, and systems administration.

Demonstrated experience in service delivery management, including SLO management, incident resolution, and problem management.

ITIL certification preferred.

Experience with Power BI or other data analytics applications preferred.

Experience with IT service management (ITSM) tools such as ConnectWise, ServiceNow, Remedy, or Jira Service Management. Required Skills and Abilities:

Excellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and stakeholders at all levels.

strong leadership abilities, with a focus on coaching, mentoring, and developing team members.

Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

strong organizational skills and ability to work independently and with a team.

High level of self-motivation with a keen attention to detail.

Ability to travel if required.

On call availability.

Sitting for extended periods of time.

Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other computer components.

Occasional inspection of cables in floors and ceilings.

Lifting and transporting moderately heavy objects, such as computers and peripherals.
location: CLIVE, Iowa
job type: Permanent
salary: $70, ,000 per year
work hours: 8am to 4pm
education: Bachelors

responsibilities:
Job Title: Managed Services Support Desk Manager

Department: Managed Services

Reports To: Director of Managed Services

Locations: Clive, IA, Cedar Rapids, IA or Omaha, NE.

Job Summary:

We are seeking a dynamic and experienced Managed Services Support Desk Manager to lead our team of dedicated support professionals. The Support Desk Manager will be responsible for overseeing the day-to-day operations of our service desk, ensuring efficient resolution of client issues, and maintaining high levels of client satisfaction.

Essential Functions:

Lead, coach, and mentor a team of service desk engineers, fostering a culture of excellence, collaboration, and continuous improvement.

Set clear performance objectives and provide regular feedback to team members to drive individual and collective growth.

Develop and implement training programs to enhance the technical skills and customer service capabilities of the service desk team.

Oversee the delivery of IT support services to clients, ensuring adherence to service level objectives (SLOs) and operational standards.

Monitor service desk metrics and KPIs to identify trends, address performance issues, and drive service improvements.

Implement best practices and processes for incident management, problem resolution, and service request fulfillment.

As needed, serve as the primary point of contact for escalated client issues, working closely with clients to understand their needs and expectations.

Collaborate with managed services team leads, managed services engineers, account management, and sales teams to identify opportunities for service enhancement and expansion.

Evaluate, implement, and optimize service desk technologies and tools to streamline operations and enhance productivity.

Stay informed about emerging IT trends and technologies, providing recommendations for their integration into service delivery processes.

Ensure the managed services team is proficient in the use of relevant ITSM tools and platforms.

Drive a culture of continuous improvement within the managed services team, encouraging innovation and efficiency gains.

Regularly review and refine service desk processes, procedures, and documentation to maximize effectiveness and minimize risk.

Champion initiatives to automate routine tasks, improve self-service capabilities, and enhance overall service quality.

Actively engage with Managed Services Leadership Team.

Ensuring time tracking is completed accurately and timely.

Work closely with the finance team on monthly billing.

Perform other tasks as needed and/or requested. Education and Experience:

Bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience).

Proven experience in a leadership role within an IT service desk or helpdesk environment, preferably in a managed service provider (MSP) setting.

strong technical knowledge across a broad range of IT disciplines, including desktop support, networking, and systems administration.

Demonstrated experience in service delivery management, including SLO management, incident resolution, and problem management.

ITIL certification preferred.

Experience with Power BI or other data analytics applications preferred.

Experience with IT service management (ITSM) tools such as ConnectWise, ServiceNow, Remedy, or Jira Service Management. Required Skills and Abilities:

Excellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and stakeholders at all levels.

strong leadership abilities, with a focus on coaching, mentoring, and developing team members.

Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

strong organizational skills and ability to work independently and with a team.

High level of self-motivation with a keen attention to detail.

Ability to travel if required.

On call availability.

Sitting for extended periods of time.

Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other computer components.

Occasional inspection of cables in floors and ceilings.

Lifting and transporting moderately heavy objects, such as computers and peripherals. Benefits:

Health Insurance

Dental Insurance

Vision Insurance

401k and company match

Flexible Schedule

Life Insurance

Short term and long-term disability

Flexible Spending Account (FSA)

Health Savings Account (HSA)

Dependent Care Account (DCA)

Employee Assistance Program

Opportunities for professional and career advancement Benefits found in job post

Medical insurance

Dental insurance

Vision insurance

401(k)
qualifications:
Experience level: ExperiencedEducation: Bachelors
skills: Technical Support

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

Applications accepted on ongoing basis until filled.