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Senior Manager

1 month ago

Simi Valley, California, United States Yoh Full time
Senior Manager (Service Desk) Opportunity

Yoh, a leading provider of workforce solutions, is seeking a highly experienced Senior Manager to oversee the Service Desk operations for our Autonomous Technology client. This is a contract-to-hire opportunity that offers a competitive hourly rate of $60.00-$80.00, depending on experience level.

Key Responsibilities:
  • Lead the Service Desk team to ensure timely and effective support for end users.
  • Develop and implement processes for identifying, prioritizing, and resolving incidents, as well as monitor and coordinate Service Desk operations.
  • Create and communicate the global Service Desk strategy to executive leadership, focusing on services and end-user technologies.
  • Design and analyze the Service Desk framework according to industry best practices, aiming for high levels of customer satisfaction and service availability.
  • Establish SLAs to define expectations for problem resolution and response times.
  • Analyze Service Desk performance, identify areas for improvement, and implement solutions to enhance service quality.
  • Conduct performance evaluations for Service Desk staff, managing promotions, raises, and disciplinary actions as necessary.
  • Prepare budget proposals and operational expense reports, and collaborate with other departments to assess and procure Service Desk software for internal and external use.
  • Research emerging technologies and standards to support service desk procurement and development.
  • Ensure effective training programs for new and existing staff members.
  • Develop and enforce protocols for handling requests and escalating issues.
  • Track trends in Help Desk requests and generate analytical reports.
  • Evaluate the need for ticketing system reconfigurations based on request trends and provide recommendations.
  • Create and implement training programs to enhance user self-sufficiency and computer literacy.
  • Oversee training procedures for Service Desk staff to ensure effective onboarding and development.
  • Mentor and coach Service Desk Technicians and junior staff.
  • Provide hands-on support for escalated issues when necessary.
  • Participate in Change Advisory Board (CAB) meetings.
  • Monitor incident trends to proactively address potential issues.
Qualifications:
  • Bachelor's degree in Information Technology Management or a related field; a Master's degree is preferred.
  • 9+ years of experience in managing a Service Desk, including budget management.
  • 5+ years in a managerial or supervisory capacity.
  • 5-7+ years of experience with various desktop and server operating systems (Windows, iOS, macOS, Linux).
  • Strong understanding of computer hardware and software, including VMware Workspace ONE and Ivanti EPM.
  • Proven experience in establishing SLAs and delivering Service Desk services.
  • Demonstrated experience in managing a technical support team.
  • Familiarity with advanced ITIL, ITSM, and COBIT principles (ITIL certification is essential)
  • Strong relationship management, performance management, and leadership skills with the ability to inspire and influence team members.
  • Self-motivated and proactive, with a collaborative team-oriented mindset.
  • Ability to manage multiple critical projects simultaneously in a dynamic environment.
  • Visionary thinker, able to adapt decision-making styles based on situational needs.
Other Requirements:
  • Must be able to work in an office setting.
  • Ability to sit and stand for extended periods and lift items up to 30 pounds.
  • Candidates must be U.S. Citizens, U.S. Permanent Residents, or have asylee/refugee status.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.