Mgr, IT Service Desk

2 weeks ago

Bloomington, United States GROWMARK, Inc. Full time

Mgr, IT Service Desk - GROWMARK, Inc. - Bloomington, IL -

**PURPOSE AND SUMMARY STATEMENT**
- The IT Service Desk Manager leads and optimizes the operations of the IT Service Desk team, managing technical support and customer service delivery for maximum efficiency and user satisfaction, spearheading initiatives for continuous improvement of service desk processes and implementation of best IT service management practices, and critically enhancing the overall IT service framework to align with business objectives.

**SUPERVISION AND LEADERSHIP**
- Responsible for leading and developing a high-performing IT Service Desk team, including hiring, performance assessment, task assignment, and career development, to provide exceptional IT support services, coordinating with internal and external stakeholders to address Tier 3 support issues.

**ESSENTIAL JOB FUNCTIONS**
- Oversee the daily operations of the IT service desk, ensuring efficient and effective technical support and customer service.
- Lead IT service management (ITSM) initiatives, focusing on service desk process design, implementation, and continuous improvement.
- Lead development of the Service Management platform, forms and workflows.
- Manage and develop a team of IT professionals, fostering a collaborative and high-performance culture.
- Work closely with IT and business stakeholders to align service desk activities with organizational goals and priorities.
- Consults with and makes recommendations to IT and its customers on selection of hardware and software products to address business requirements.
- Responsible for ensuring physical security of endpoints through encryption technology and asset management techniques.
- When required, perform legal discovery and forensic activities for HR and Legal on compliance issues with client devices.
- Budget Activities: Play a key role in the procurement of new hardware, software, and services.
- Responsible for managing successful deployment and upgrades of endpoints.
- Oversees, schedules, and monitors the On-Call support staff ensuring SLAs are met.
- Oversee the development, implementation, and administration of Service Desk staff training procedures and policies.
- Track and analyze trends in Service Management tool requests and generate statistical reports. Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations.

**OTHER JOB FUNCTIONS**
- Provide strong customer service for internal and external customers as well as Business Partners.
- Provide consultation to IT customers for all aspects of end-user computing and desktop-based systems software.
- Attend training classes, seminars, and conferences as required to maintain technical knowledge.
- Leads and participates in various meetings with customers, on projects, with vendor service providers, etc.
- Responsible for encouraging, supporting, and promoting innovative practices, ideas, and technologies within the team.
- Follows GROWMARK’s Code of Conduct and Corporate Compliance Program, Environmental Health and Safety, OSHA and DOT policies and procedures, as they apply.
- Performs all other duties as assigned.

**REQUIREMENTS**
- Normally requires a bachelor’s degree in information technology, or the equivalent thereof, and 5 years or more of IT related work to demonstrate knowledge of information systems technologies and leadership experience.
- Normally requires a current technical certification from a vendor or certifying authority that is pertinent to the GROWMARK System; for example, Cisco Certified Network Associate (CCNA), etc. to demonstrate advanced technical knowledge.
- Solid understanding of ITIL framework and best practices for IT service management. ITIL Certification preferred.
- Demonstrates essential abilities including business knowledge, collaboration, communication, customer focus, decision making and skill development.
- Must be able to obtain and maintain a technical certification from a vendor or certifying authority that is pertinent to the GROWMARK System.
- Ability to work other than normal business days and hours.
- Ability to travel independently and overnight and be assigned temporarily to client locations, technical conferences, training, etc.
- Must carry a GROWMARK cellular device.
- Must have and maintain a valid driver’s license and satisfactory driving record.
- Must obtain and maintain a Passport for support of Canadian operations.
- Ability and willingness to participate in required training that may include education on GROWMARK’s policies and procedures and additional training relating to the position’s requirements.
- We are an equal opportunity employer, including protected veterans and qualified individuals with disabilities. Employment may be contingent upon receipt of an acceptable and job-related background check, drug test, motor vehicle report, and/or reference check, as applicable and permissible by law.

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