Service Desk Manager

3 weeks ago

Englewood, United States SCRAM Systems Full time
Job DescriptionJob Description

Job Summary:

The SCRAM Systems Information Technology Department is seeking a highly motivated and talented individual to join our team. The role requires a proactive, tech-minded individual to take on the position of Service Desk Manager. The Service Desk Manager has the responsibility of managing procedures related to on-boarding and off-boarding users, identification, prioritization, and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. Additionally, the Service Desk Manager will ensure that the helpdesk operates following best practices and maintains exceptional standards of customer service and reliability.

Duties/Responsibilities:

* Manage and mentor Service Desk support team to meet changing business priorities and requirements, implementing industry best practices while providing prompt response times and solutions.

* Implement and enforce endpoint system standards, security policies, software settings, technical templates, user profiles to maintain desktop and device compliance policies.

* Partner with other business and technology teams across the organization to deliver effective solutions.

* Research and recommend innovative, and where possible, automated approaches, increasing efficiency, effectiveness, and accuracy.

* Keep current on trends and technology solutions, software, and hardware for organizations of similar size and complexity, making recommendations to improve efficiency and performance.

* Oversee Patch Management and security patching process on laptops, desktop, mobile devices.

* Ensure that equipment inventory levels and equipment maintenance are sufficient to support staffing, break/fix, and upgrade cycles.

* Develop and implement department standards for identifying, tracking, and resolving client incidents and problems in a timely fashion, sometimes acting as the technical expert to resolve escalated issues.

* Develop and regularly publish analytics to measure department productivity and customer satisfaction.

* Monitor ticket notes, technical assistance requests and resolutions for process, procedural or technical enhancements.

* Responsible for creating and managing user profiles/accounts and computer accounts, ensuring they have appropriate permissions to access SCRAM Systems network and associated services.

* Responsible for the installation and configuration of systems and applications within the company.

* Develop training materials pertaining to computer troubleshooting and customer usage.

* Provide exceptional service to maintain positive relationships with third-party technology partners and SCRAM Systems staff.

* Work to make Service Desk the single source of truth and service delivery channel for IT.

* Develops Service and Business Level Agreements to set expectations and measure performance.

* Manage vendor relationships as it depends on daily operational needs.

* Manage customer surveys and review survey feedback to improve services, tools and support experience.



Skills/Abilities:

* Excellent problem-solving skills and the ability to think strategically.

* Excellent written and verbal communications skills with the ability to develop relationships and influence.

* Excellent time-management and project management skills to maximize staff efficiency in resolving issues while still moving forward with project work to keep the technology current.

* Extensive experience working with different operating systems including Windows 10, Windows 11, MacOS, iOS, Android, and various hardware form factors, including desktops, laptops, tablets, and smartphones.

* Extensive experience in Microsoft Office365 Admin, Group Policy Objects, Active Directory, PowerShell, MDM technology Security technology.

* Self-driven and highly passionate about providing excellent service.

* Experience in overseeing and collaborating with direct reports across different geographic locations.

* Experience implementing and managing using ITIL or similar framework.

* Proven customer-service orientation with ability to deal with all levels of employees and vendors.

* Able to travel to satellite locations when necessary.

Education and Experience:

* Bachelor's degree in computer science, Computer Information Systems or a related field or equivalent combination of education and experience in a heavy customer focus position in an organization supporting more than 500 users.

* Ten years of experience in a service desk, technical support, or endpoint engineering role.

* Five years' experience leading service desk teams

Physical Requirements (With or without reasonable accommodation):

* Sitting: 41-70 %

* Standing: 15-40 %

* Walking: 15-40 %

* Reaching: 15-40 %

* Push/Pull: Under 15%

* Kneel: 15-40%

* Squat: 15-40%

* Bend at Waist: 15-40%

* Twist at Waist: 15-40%

* Forceful Gripping: Under 15%

* Lift/Carry: 15 % and 45lbs

* Fine Motor Movements: 15-40%

* Working in tight spaces: Under 15%

*** All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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