Overnight Service Desk Manager

1 day ago

Tulsa, Oklahoma, United States Helmerich & Payne Full time

Job Summary:

We are seeking a highly skilled and experienced Service Desk Manager to join our team at Helmerich & Payne. As a key member of our IT department, you will be responsible for overseeing and monitoring the Service Desk team during their shift, while also being available to jump in and resolve issues when necessary.

Key Responsibilities:

  • Oversee and monitor the incident and request resolution process from initial call to final resolution
  • Manage ticket assignment to ensure appropriate personnel and group support for solutions to be created within the defined Service Desk standards
  • Monitor outstanding ServiceNow Tickets and engage other technical teams as needed
  • Generate and produce reports on Service Desk activity (daily, weekly, monthly) in areas of response time, completion time, first call resolution, tickets closed by each specialist, and any other statistics requested by management
  • Provide answers and solutions to IT related questions and problems through phone calls, email response, chat, and self-service requests
  • Support software ranging from Windows OS, O365 applications, browser support and internal H&P applications
  • Resolve all problems that specialist has knowledge and access to resolve with focus being on first-call resolution; If unable to resolve, maintain ownership and provides status updates to the user while following up with 2nd level support team until resolution
  • Create documentation and knowledge-base articles for issues in which documentation doesn't already exist and reviews existing documentation to ensure documents are still up to date
  • Collaborate with the necessary stakeholders and teams to meet department and H&P Objectives

Requirements:

  • High School Diploma or GED Equivalent
  • 8+ years of IT and/or closely related experience
  • 2+ years of IT transactional management in a Service Desk role
  • Experience with an industry standard ticketing systems
  • Proven problem solving, conceptual thinking, and analytical abilities
  • Reporting and managing Key Performance Indicators (KPI's) and Service Level Agreements (SLA's)
  • Demonstrated passion for excellence and for providing unparalleled service to all levels of end-users including executives and field personnel and delivering solutions to meet their needs
  • Ability and willingness to be an escalation point for the Service Desk team when additional help is needed
  • Must be able to work weekend overnight shift hours from 6:30 pm to 7:00 am

Preferred Qualifications:

  • Experience with ServiceNow ticketing system and reporting
  • Experience working in collaboration with managed service providers to accomplish projects
  • Experience recognizing, communicating, and managing critical outages while escalating concerns when necessary
  • Excellent communication skills - both verbal and written
  • Excellent interpersonal and collaboration skills, strong customer service skills
  • Ability to troubleshoot and problem solve while simultaneously communicating with customers
  • Ability to establish and maintain cooperative working relationships
  • Experience producing data reports and writing technical documentation

What We Offer:

  • Comprehensive medical, dental, vision, and life insurance
  • Flexible Spending or Health Savings Accounts
  • 401k match
  • Paid Leave Plans
  • Parental & Adoption Benefits
  • Disability Coverage
  • Employee Assistance Program
  • Educational Assistance
  • Learning & Development Opportunities
  • Flex-scheduling available for qualifying positions to achieve work-life integration

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