Service Desk Manager with Autonomous Technology Expertise
2 days ago
Job Summary
We are seeking a seasoned Service Desk Manager to lead our Autonomous Technology team. As a key member of our organization, you will oversee Service Desk/IT operations, ensuring timely and effective support for end-users. With a strong background in managing Service Desks, you will develop KPIs to improve service quality and maturity, implement policies for consistent service delivery, and plan for staffing and performance evaluation.
Key Responsibilities
- Oversee Service Desk Operations: Ensure that end-users receive timely and effective support, manage processes for identifying, prioritizing, and resolving incidents, and monitor and coordinate Service Desk operations.
- Develop KPIs and SLAs: Create and implement KPIs to improve service quality and maturity, establish Service Level Agreements (SLAs) to define expectations for problem resolution and response times, and analyze Service Desk performance to identify areas for improvement.
- Lead Service Desk Team: Conduct performance evaluations for Service Desk staff, manage promotions, raises, and disciplinary actions as necessary, and mentor and coach Service Desk Technicians and junior staff.
- Communicate with Executive Leadership: Create and communicate the global Service Desk strategy to executive leadership, focusing on services and end-user technologies.
- Manage Budget and Resources: Prepare budget proposals and operational expense reports, and collaborate with other departments to assess and procure Service Desk software for internal and external use.
- Stay Up-to-Date with Emerging Technologies: Research emerging technologies and standards to support service desk procurement and development.
Requirements
- Education: Bachelor's degree in Information Technology Management or a related field; a Master's degree is preferred.
- Experience: 9+ years of experience in managing a Service Desk, including budget management, and 5+ years in a managerial or supervisory capacity.
- Skills: Strong understanding of computer hardware and software, including VMware Workspace ONE and Ivanti EPM, and proven experience in establishing SLAs and delivering Service Desk services.
- Leadership: Strong relationship management, performance management, and leadership skills with the ability to inspire and influence team members.
- Location: Must be able to work in an office setting in Simi Valley, CA.
Compensation
$60.00-$80.00/hour
About Us
Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. We are committed to diversity and inclusion, and we welcome applications from qualified candidates without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you are an individual with a disability and require accommodation in the application process, please visit https://www.yoh.com/applicants-with-disabilities. For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Founded in 1940, Yoh operates from 75 locations throughout North America and is headquartered in Philadelphia, PA. As a business unit of Day & Zimmermann, Yoh has a flourishing global footprint, with our parent company operating from more than 150 worldwide locations.
Visit our company website at https://www.yoh.com to learn more about our company culture, values, and job opportunities.
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