Service Desk Manager

4 days ago

Chicago, United States RL Canning Full time
Service Desk Manager

You can get further details about the nature of this opening, and what is expected from applicants, by reading the below.

Onsite – (Chicago, IL)

**We are not offering visa sponsorship or C2C for this position due to resource requirements

Who We Are

RL Canning is a global IT managed service and consultancy dedicated to working alongside our customers to enhance the digital workplace with a clear focus on value by maximizing technology and operational excellence. Our service portfolio and ecosystem of digital innovators offer industry-leading solutions and integrated expertise that are designed with each unique customer in mind to deliver a sustained effort to achieve better and faster results that are aligned to enduring strategic outcomes.

Job Overview

RL Canning is seeking a Service Desk Manager to join our Managed Services team. You will be responsible for modernizing our client's ITSM processes beginning with their Service Desk. In a multi-phased approach, in the first phase, you will lead two technicians in the reduction of a 4000+ ticket backlog. The ITSM Program Manager will lead the team and work with the implementation, management, and maintenance of our client’s ITSM processes and tools ensuring the delivery of efficient resolution of IT issues, and optimal service delivery in alignment with industry best practices.

In this role, you will

Lead a team of technicians to reduce ticket backlog through phone calls/emails to end users, ticket owners, and managers for issue validation and resolution.
Perform process mining and task mining discovery to identify bottlenecks, optimization opportunities, and conformance checking.
Create and manage service request workflows and incident tracking processes in the ITSM tool.
Collaborate with cross-functional teams to streamline IT workflows and improve end-user experiences.
Collaborate across teams and drive action through influence to deliver critical ITSM projects/initiatives while ensuring continuous operation.
Implement IT Service Management practices to the Service Desk and client teams.
Coach and lead service owners, managers, and IT Leaders on proper ITSM best practices, processes, and mindsets.
Assist in generating regular reports for stakeholders and program leadership, identifying trends, and providing recommendations for service improvements.
Future state: Manages Service Desk staff and the activities associated with the identification, prioritization, and resolution of reported issues as well as implementing service improvements and maintaining client service level metrics.
And other responsibilities.

For this role, you will need

5+ years of experience in IT service management or IT Operations
4+ years of experience in an Incident Management role and supporting other ITSM/ITIL processes, including Incident, Problem, Change, and Asset Management within an ITSM platform (ServiceNow, Freshservice, etc.)
Experience directing and managing a team of resources to troubleshoot complex technical issues and leading and managing people and the development, implementation, and maintenance of core ITSM processes
Experience in facilitating discussions and building consensus among diverse stakeholders to execute strategic planning, set business objectives, prioritize targets, and manage risks
Ability to interact effectively with diverse stakeholders, both internal and external, and senior leaders and provide occasional on-call support
Ability to work collaboratively with cross-functional teams and adapt to changing business requirements and priorities
Must be willing to travel.

Why Join Us

Cutting-Edge Innovation & Technology: Unlock the opportunity to be a vital part of a cutting-edge environment where innovation is not just encouraged but is a way of life. You’ll have the opportunity to engage with the latest technologies, contribute to groundbreaking projects, and be at the forefront of technological advancements in the IT sector.

Professional and Personal Growth: Our company believes in investing in our team’s growth. Our commitment is to empower our team members with the tools and resources they need to enhance their skills, stay at the forefront of industry trends, and unlock new opportunities for advancement. We believe that investing in the development of our talent not only enriches individual careers but also contributes to the collective success of our company.

Collaborative & Inclusive Culture: Become part of a team where collaboration is key. Our inclusive culture values every voice and fosters a workspace where teamwork and collective problem-solving are paramount. You’ll work alongside talented professionals from diverse backgrounds, sharing ideas and creating solutions together.

Empowering Work Environment: Discover the opportunity to be a valued team member where your ideas are valued, your contributions matter, and your potential is recognized. You will be part of a team where your ideas are heard and your work has a meaningful impact on our projects and clients, fostering a sense of achievement and purpose in your role.

Benefits Offered

· Medical, Dental, and Vision Insurance

· Matching 401K

· Short & Long-Term Disability

· Life Insurance

· Paid Holidays

· Paid Time Off

** RL Canning is an Equal Opportunity Employer. All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, age, physical or mental handicap unrelated to ability, or an unfavorable discharge from military service.

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