IT Service Desk Manager

1 month ago

Great Falls, United States D.A. Davidson & Co. Full time

Job Descriptions:

Summary/Function:The IT Service Desk Manager oversees all personnel operations of the IT Service Desk, which includes recruiting and training Computer Support Specialists. In addition, this role evaluates and ensures compliance with service level agreements according to business expectations, assists in resolving issues and requests from the business, establishes and manages KPIs for all Service Desk staff and operations, implements and monitors quality controls for all Service Desk processes and procedures, and enforces protocols to uphold the firm's security and customer service standards for both employees and clients. This position is located at our headquarters in Great Falls, Montana. Our goal is to establish the leading Service Center in the Financial Services Industry.

Required Experience:

Requirements/Qualifications:*A four-year college degree or significant relevant work experience is required.*Preference for prior management experience overseeing 10 or more remote and hybrid staff.*ITIL v4 foundations certification or higher is necessary.*Successful completion of the Securities Industry Exam (SIE) and Series 99 within 120 days of the start date.*Strong problem-solving and analytical abilities are essential.*Proficiency in computer skills, including knowledge of software packages such as Microsoft Office and Microsoft operating systems, is required.*Excellent communication skills, both verbal and written, are crucial. Must be able to effectively communicate technical instructions in person and over the phone.*Outstanding customer service skills are necessary to collaborate successfully with individuals of varying personalities and management levels.*Experience in a team-oriented, collaborative work environment is preferred.*Must be highly self-motivated and able to work independently.*Willingness to travel as needed.*Adherence to policies and procedures, including maintaining client confidentiality.Duties:*Oversee daily operations to ensure continuous support of the IT Service Desk, both during and after market hours. This involves managing personnel activities, overseeing phone queue call quality, ensuring user interactions through requests and emails, and escalations to management.*Establish, evaluate, and uphold service level agreements while implementing quality controls to deliver top-notch customer service to our internal clients.*Identify means for improving and managing customer service levels, through training, coaching, staff reviews, and user feedback questionnaires.*Collaborating with the ITSM Analyst, you will develop and deliver key performance indicators (KPIs) and metrics concerning Service Desk operations to senior management. Additionally, provide recommendations on areas that can be enhanced.*Recognize, escalate, and address common trends that hinder the productivity and efficiency of requests and incidents moving between the Service Desk and other internal IT teams.*Manage escalated tickets to ensure that IT teams prioritize and progress towards resolution within specified SLAs. Escalate to IT Management when these tickets remain unresolved.*Partner with the IT Assets team to guarantee timely and meticulous handling of provisioning and procurement processes.*Collaborate with the IT Service Delivery Supervisor to establish and oversee controls for onboarding, transition, and offboarding of Davidson associates.*Assume the role of incident commander during major events requiring support from multiple IT and Business teams, initiating hotlines and coordinating field communications.*Engage closely with company business units and their branches to ensure comprehension of business requirements and prompt resolution of prioritized incidents and requests.*Aid in the management and enhancement of core Service Desk Infrastructure and software, encompassing call center and ticketing systems.*Uphold and reinforce departmental and regulatory processes, procedures, and documentation.*Support the implementation of various information technology projects, assets, procedures, and applications.*Identify and execute changes within the Service Desk to streamline workflows and standard procedures.*Fulfill any other assigned duties.

What we offer:Competitive salary plus excellent benefits and perks including, but not limited to: Medical, Dental and VisionCompany 401(k)and ESOP contribution Generous sick, vacation, and maternity/parental leavePaid holidaysProfessional Development OpportunitiesTuition Reimbursement ($15,000 lifetime cap)Charitable gift-matching programDavidson Day of Giving - Our tradition of positively impacting communities in which we live and work.

The compensation offered will be determined on a case-by-case basis considering a variety of factors including, but not limited to, the skills, relevant work experience, and geographic location of each specific candidate. This role is eligible to participate in applicable D.A. Davidson variable compensation programs.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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From: D.A. Davidson Companies

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