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IT Service Desk Manager

4 months ago

Lombard, United States School Specialty, LLC Full time

**People Passion Purpose**
Everything School Specialty offers is designed for one purpose - to help students succeed. We believe every student can flourish in an environment where they feel safe and inspired to explore and grow.

We’re determined to positively impact the future, one child at a time. We need to talk if you share our passion:
**Transforming more than classrooms.®**

**Benefits**

School Specialty offers Medical, Dental, & Vision plans (Effective Day 1), Wellness programs, Health Savings Accounts, Flexible Spending Accounts, 401 (k), Unlimited PTO for Salaried Exempt employees, which can also be used for dedicated **volunteer** hours, Education Reimbursement, Paid Holidays, Fall & Winter Flexible Hours, Employee Discounts and much more

**IT Service Desk Manager**

This role involves developing and implementing industry-standard processes and standards, analyzing data, and delivering key performance indicators to optimize Service Desk and IT Operations performance across the entire organization.

This is a unique opportunity to play a pivotal role in transforming our IT Operations support landscape. If you have a passion for process improvement, a proven track record of leading ITIL adoptions, and the leadership skills to influence change across multiple teams, we want to hear from you.

The base salary range for this role is **$90,000-$115,000K Annually.**
**Remote Position

**Summary of Primary Responsibilities**
- Lead and manage the Service Desk team, ensuring high levels of customer service and operational efficiency.
- **Champion the adoption and implementation of ITIL processes** within the Service Desk and across IT Operations support teams, including those not directly under your control.
- Develop and maintain strong relationships with all IT departments to foster support for ITIL process integration, ensuring seamless operational support across the organization.
- Utilize exceptional influencing skills to gain buy-in and feedback from various teams, promoting a culture of continuous improvement and collaboration.
- Serve as the primary advocate for IT Operations process enhancements, demonstrating leadership in transforming support practices.
- Ensure the Service Desk team is fully trained and equipped to support ITIL-based processes and procedures.
- Analyze performance metrics and utilize feedback to drive process improvements and the adoption of best practices.
- Manage and develop Service Desk personnel, fostering a team environment that aligns with our ITIL adoption goals

**Minimum Experience Requirements**
- Proven experience in leading an organization through ITIL adoption, with demonstrable success in enhancing IT Operations support processes.
- A minimum of 5 years in a managerial role overseeing a Service Desk or similar IT support functions, with at least 3 years in IT service management.
- Strong leadership skills with the ability to influence and gain buy-in from teams not directly under your control.
- Excellent communication, interpersonal, and negotiation skills, with a track record of fostering collaboration across various departments.
- Relevant certifications in ITIL, demonstrating in-depth knowledge of ITIL frameworks and best practices.
- Ability to analyze and interpret data to drive decision-making and process improvements.
- A commitment to exceptional customer service and support, with a focus on continuous improvement and innovation.

**Preferred Knowledge and Skills**
- Experience implementing methodologies to improve first-call resolution.
- Experience leveraging analytics and data in the decision-making process.
- Proven track record of developing and providing asset management.

**Disclaimers**
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
- We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

LI-Remote
Job Grade 13