Service Desk Manager

7 days ago

Rockwall, United States GMR 410 Full time
General Description:

This is a full-time position at GMR's headquarters in Heath, TX. The position is on the GMR Service Desk Team and reports to the Head of Technology Infrastructure. The Service Desk Manager (SDM) is part of a team responsible for supporting GMR's end users and customers with technical support for applications, cell phones, computers, and equipment. The primary job function for this role is to lead the implementation and maintenance of the GMR service desk. This role requires good time management skills and the ability to balance multiple projects, tasks, and priorities in parallel. The SDM must be self-motivated and able to work alone or as a part of a team. Additionally, excellent verbal and written communication are required. The ideal candidate is a life-long learner driven by a continuous desire to learn and grow in their technical knowledge and skills.

Useful Experience:
  • Leadership of a small service desk team
  • Information Security and Cybersecurity principles, best practices, training, and implementation
  • Advanced experience providing end-user technology and facilities support via a ticketing system
  • Advanced troubleshooting steps for applications, computers, phones, peripherals, and networks
  • Advanced A/V set-up and configuration
  • Vendor and contract management
  • Facilities management
  • Website creation, management, and maintenance
  • Internet registrar administration
  • 3rd party application support
  • SQL query and report development
  • Technical writing (documentation of tickets, processes, runbooks/work instructions, etc.)
  • Technical project management
  • Technical research and development (R&D)
Advanced knowledge of and the ability to troubleshoot issues with:
  • Windows Operating System
  • Desktop, Laptop, and Tablet Hardware
  • iOS
  • iPhone Hardware
  • Microsoft M365 administration
  • Software license administration
  • Industry best practices, policies, and standards (e.g., ITIL 4)
  • 3rd Party software applications
Essential Responsibilities:
  • Manage technology vendor relationships according to company needs
  • Track and monitor IT budgets and expenditures across different departments and projects
  • Serves as the technology purchasing agent
  • Works with the Senior Systems Engineer to assist in systems maintenance, troubleshooting, and innovation
  • Lead efforts to manage equipment inventories and replace equipment per request
  • Lead efforts to install new/rebuild existing PCs, laptops, and/or tablets as needed
  • Lead efforts to maintain installation and configuration procedures and supporting documentation
  • Lead efforts to define, document, and maintain departmental policies, practices, and standards
  • Lead efforts to research and recommend innovative, and where possible automated approaches for system administration tasks
  • Lead efforts to create, change, and delete user accounts per request
  • Lead efforts to provide support per request from users by investigating and troubleshooting issues
  • Lead efforts to maintain and enhance the GMR Service Desk request ticketing system
  • Lead efforts to document ticket status and solutions in the approved ticketing and documentation system
  • Escalation point for issues from the SDA-I, SDA-II, or SDA-III
  • Lead in the configuration, maintenance, enhancement, and support of commercial software packages
  • Lead in the customization and addition of new features to commercial software packages
  • Provides technical support and troubleshoots problems related to applications
  • Performs application software upgrades (both commercial and internally developed)
  • Creates documentation and / or training materials (e.g., user guides, release notes, training materials, system administration guides, installation guides, etc.)
  • Leads technical project management for the service desk team
  • Technical research and development (R&D)
Requirements

General Requirements:
  • Bachelor's Degree in relevant field or equivalent experience.
  • 8+ years of related experience with a proven track record of service desk leadership.
  • Personal integrity.
  • The ability to maintain strict confidentiality.
  • Careful attention to detail.
  • The ability to multitask and prioritize.
  • Promptness and good attendance record.
  • The ability to work regular office hours (8:00 a.m. to 5:00 p.m., Monday through Friday) as well as some extended hours as required.
  • Ability to provide on-call support outside of regular business hours including nights, weekends, and holidays as a part of departmental on-call rotation.
  • Some ability to work on weekends should project volumes require it.
  • The ability to work at a workstation with a desktop computer for prolonged periods.
  • The ability to communicate and interact in a professional manner with both internal and external customers as well as coworkers.
  • Interpret and/or discuss information with others, which involves terminology or concepts not familiar to many people; regularly provide advice and recommend actions involving somewhat complex issues.
  • A good working knowledge of technology and a high comfort level with your ability to learn new things quickly.
  • Relies on extensive experience and judgment to plan and accomplish goals.
Other Knowledge Preferences:
  • Microsoft M365 Application Catalog
  • Microsoft Office Productivity Suite
  • Modern Web Browsers
  • Project Management methodology application and platforms
  • MDM (Mobile Device Management)
  • RMM (Remote Machine Management)
  • Enterprise Antivirus/Malware administration
  • Various software accounts management and administration
  • Cybersecurity Training platforms and administration
Our Mission

We strive to serve the marketplace with the highest level of quality and excellence in our solutions.

Our Vision

To bless and positively influence our employees, customers, and community.

Our Core Values
  • Excellence - Relentless desire to surpass expectations
  • Impact - An unwavering passion and commitment to quality and ingenuity
  • Integrity - Doing what is right, even when it is the more difficult path
  • Enthusiasm - Seek joy, happiness, and gratitude in the everyday
  • Faith - Trust in each other and our greater purpose in life

Benefits:

GMR offers a solid benefits package for full-time employees, including medical insurance, partially contributes to dependent premiums (if elected), 401k with matching contributions by GMR, paid vacation and sick time, life insurance, disability insurance, etc.

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