Heaven Hill Help Desk Director
6 days ago
We are seeking a seasoned IT Service Desk Manager to join our team at Heaven Hill Brands in Louisville, KY.
This role will oversee the management of the Heaven Hill Service Desk and end-to-end management of all customer service requests and incidents.
The estimated salary for this position is $90,000 - $120,000 per year, depending on experience.
Key Responsibilities:- Manage and support the Service Desk analyst team.
- Oversee service management processes, including service request ticket intake and resolution processes, documentation, and collaborations with tier-2 and SME support teams.
- Drive a continuous improvement program to reduce user issues and lost productivity time due to these issues.
- Improve and maintain the Service Desk tracking and management tools to ensure effective management of resources, service delivery performance, and measurement.
Requirements:
- Project management experience in information technology-related research and development.
- Dedication to Heaven Hill's culture code: our Spirited Commitment to Choose Positivity, Work Together to Win, Make an Impact, Act with Integrity, Improve Every Day, and Be Authentic.
- Familiarity with IT networks, IP Communications, and basic understanding of security principles.
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