IT Service Desk Manager
4 weeks ago
Job Description
TechStyleOS is looking for a IT Service Desk Manager.
How Do You Fit In:
As a IT Service Desk Manager, you will be responsible for overseeing and leading the IT Service Desk team, ensuring the efficient and effective delivery of technical support services to internal users within the organization. You will be responsible for managing a team of service desk analysts, maintaining service levels, implementing best practices, and driving continuous improvement initiatives. This role requires strong leadership skills, technical expertise, and a customer-centric approach to provide exceptional IT support.
This position will report to Senior Director, IT Operations.
What You Will Do:
Team Leadership:
- Lead and manage a team of service desk analysts, providing guidance, coaching, and mentoring to ensure a high-performance work environment.
- Set clear objectives, define roles and responsibilities, and conduct regular performance evaluations.
- Foster a positive team culture that promotes collaboration, knowledge sharing, and professional development.
Service Desk Operations:
- Oversee the day-to-day operations of the IT Service Desk, ensuring timely and accurate response to user requests and incidents.
- Monitor and maintain service levels, including response times, ticket resolution, and customer satisfaction.
- Establish and enforce service desk processes, procedures, and workflows to ensure consistent service delivery.
Incident and Request Management:
- Manage and prioritize incident and service request tickets, ensuring proper categorization, escalation, and resolution within defined service level agreements.
- Analyze incident trends and implement proactive measures to minimize recurring issues and improve overall service quality.
- Coordinate with other IT teams to resolve complex technical problems and ensure timely incident resolution.
Continuous Improvement:
- Identify opportunities for process improvement and automation to enhance service desk efficiency and customer experience.
- Implement industry best practices, ITIL frameworks, and service management tools to streamline workflows and optimize service delivery.
- Conduct regular analysis of service desk metrics and performance indicators, generating reports and presenting findings to senior management.
Stakeholder Management:
- Collaborate with key stakeholders, including IT teams, business units, and external vendors, to align service desk operations with business needs.
- Act as a point of escalation for critical incidents or complex service requests, ensuring prompt resolution and effective communication.
Knowledge Management:
- Develop and maintain a knowledge base to facilitate self-service options for users, enabling them to troubleshoot common issues independently.
- Promote knowledge sharing within the service desk team and contribute to the creation of training materials and user documentation.
What You Can Bring:
- Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant certifications (e.g., ITIL, HDI) are a plus.
- Proven experience in managing an IT Service Desk team in a fast-paced environment.
- Excellent leadership and people management skills, with the ability to motivate and inspire a team.
- Solid knowledge of IT service management principles and best practices.
- Experience in incident and request management using ITSM tools.
- Analytical mindset with the ability to analyze data, identify trends, and drive process improvements.
- Exceptional communication and interpersonal skills, with the ability to interact effectively with users of varying technical expertise.
- Strong problem-solving and decision-making abilities, with a focus on providing outstanding customer service.
Compensation & Total Rewards:
At Fabletics, we believe work and life should fit together We continue to build a culture of flexibility, to empower you to do your best and put yourself first. Our Total Rewards program rewards employees for their hard work, supporting their health, well-being, families, and ultimately their life journey. Total Rewards at Fabletics includes:
- Hybrid Work Schedule*
- Unlimited Paid Time Off*
- Summer Fridays*
- Healthcare Plans
- Employee Discounts
- 401k
- Annual Bonus Program
- Equity Program*
- And More
- Varied for retail and fulfillment roles
LI-CR1
LI-TechStyleOS
About TechStyleOS
TechStyleOS is the globally integrated Operations and Services provider behind some of the fastest growing online fashion brands in history, including Fabletics, Savage X Fenty, JustFab, ShoeDazzle, and FabKids. With capabilities spanning technology, data science, supply chain management, fulfillment, customer service, and more, we help brands launch, scale and grow—across product categories and geographically. From predictive analytics to data-driven marketing and attribution, our unique approach is powered by our proprietary, end-to-end tech platform that enables the brand
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