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Manager, Service Desk

5 months ago

Nashville, United States i3 Verticals Management Services, Inc. Full time
Job DescriptionJob Description

JOB TITLE: Manager, Service Desk Services

FLSA STATUS: Exempt

DEPARTMENT: Technology

REPORTS TO: SVP, Technology & Cyber Security Services

SUPERVISORY RESPONSIBILITIES: Yes

JOB LOCATION: Remote / Nashville, TN – Corporate Office

TRAVEL: 10%

ESSENTIAL DUTIES & RESPONSIBILITIES:

  • Team Leadership:
    • Provide leadership, guidance, and mentorship to the Service Desk team, fostering a culture of accountability, collaboration, and continuous learning.
    • Develop and maintain staffing plans, including recruitment, training, and performance evaluations, to ensure the team is equipped to meet service level objectives.
    • Conduct regular team meetings to communicate goals, initiatives, and performance expectations, and to gather feedback for process improvement.
  • Service Desk Operations:
    • Oversee the day-to-day operations of the Service Desk, including incident management, request fulfillment, and problem resolution, ensuring adherence to established policies and procedures.
    • Monitor service desk performance metrics and KPIs to identify trends, areas for improvement, and opportunities for optimization.
    • Implement and maintain IT service management best practices, frameworks, and standards to enhance service delivery and customer satisfaction.
  • Innovation:
    • Stay current with industry trends and emerging technologies.
    • Identify and implement innovative cloud solutions to enhance business processes.
    • Automate all aspects of operations (i.e., Infrastructure as code)
  • Performance Monitoring and Improvement:
    • Establish key performance indicators (KPIs) and metrics to measure the team's effectiveness.
    • Implement a culture of continuous improvement, encouraging the team to learn from incidents and enhance processes.
  • Problem-Solving and Decision-Making:
    • Encourage critical thinking and problem-solving skills within the team.
    • Make informed and timely decisions, considering the impact on both short-term goals and long-term strategy.
  • Security and Compliance:
    • Establish and enforce security measures to safeguard cloud-based systems and data.
    • Ensure compliance with industry standards and regulations.
  • Customer Service and Stakeholder Management:
    • Serve as the primary point of contact for internal stakeholders seeking technical assistance, ensuring timely and effective resolution of issues.
    • Develop and maintain strong relationships with key stakeholders across the organization to understand their needs and expectations, and to proactively address service-related concerns.
    • Collaborate with other IT teams and departments to facilitate the resolution of complex technical issues and to ensure alignment with organizational goals and objectives.
  • Vendor Management:
    • Evaluate and manage relationships with cloud service providers.
    • Negotiate contracts and ensure optimal use of vendor services.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

  • Educational Background:
    • Bachelor’s degree in information technology, Computer Science, or a related field; or equivalent combination of education and experience.
  • Experience
    • Proven experience in IT service management, with at least 5 years of experience in a leadership or managerial role overseeing a Service Desk operation.
  • Technical Skills
    • Strong technical background with knowledge of ITIL framework, incident management, and service desk operations.
  • Leadership Skills
    • Excellent communication skills, with the ability to effectively interact with diverse stakeholders and to convey technical information to non-technical audiences.
    • Demonstrated leadership abilities, including team building, coaching, and performance management.
    • Strong analytical and problem-solving skills, with the ability to analyze data, identify trends, and drive process improvements.

PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):

  • ITIL certification is preferred.

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