Service Desk Manager

6 hours ago

Chicago, Illinois, United States RL Canning Full time
Job Title: Service Desk Manager

RL Canning is seeking a highly skilled Service Desk Manager to join our Managed Services team. As a Service Desk Manager, you will be responsible for leading a team of technicians to reduce ticket backlog, perform process mining and task mining discovery, create and manage service request workflows, and collaborate with cross-functional teams to streamline IT workflows and improve end-user experiences.

Key Responsibilities:
  • Lead a team of technicians to reduce ticket backlog through phone calls/emails to end users, ticket owners, and managers for issue validation and resolution.
  • Perform process mining and task mining discovery to identify bottlenecks, optimization opportunities, and conformance checking.
  • Create and manage service request workflows and incident tracking processes in the ITSM tool.
  • Collaborate with cross-functional teams to streamline IT workflows and improve end-user experiences.
  • Collaborate across teams and drive action through influence to deliver critical ITSM projects/initiatives while ensuring continuous operation.
  • Implement IT Service Management practices to the Service Desk and client teams.
  • Coach and lead service owners, managers, and IT Leaders on proper ITSM best practices, processes, and mindsets.
  • Assist in generating regular reports for stakeholders and program leadership, identifying trends, and providing recommendations for service improvements.
Requirements:
  • 5+ years of experience in IT service management or IT Operations
  • 4+ years of experience in an Incident Management role and supporting other ITSM/ITIL processes, including Incident, Problem, Change, and Asset Management within an ITSM platform (ServiceNow, Freshservice, etc.)
  • Experience directing and managing a team of resources to troubleshoot complex technical issues and leading and managing people and the development, implementation, and maintenance of core ITSM processes
  • Experience in facilitating discussions and building consensus among diverse stakeholders to execute strategic planning, set business objectives, prioritize targets, and manage risks
  • Ability to interact effectively with diverse stakeholders, both internal and external, and senior leaders and provide occasional on-call support
  • Ability to work collaboratively with cross-functional teams and adapt to changing business requirements and priorities
  • Must be willing to travel
Why Join Us:

RL Canning is a global IT managed service and consultancy dedicated to working alongside our customers to enhance the digital workplace with a clear focus on value by maximizing technology and operational excellence. We offer a collaborative and inclusive culture, empowering work environment, and opportunities for professional and personal growth.

We believe in investing in our team's growth and development, providing the tools and resources needed to enhance skills, stay at the forefront of industry trends, and unlock new opportunities for advancement. Our commitment is to empower our team members with the knowledge, skills, and resources they need to succeed.

We are an equal opportunity employer and welcome applications from diverse candidates. We are committed to creating an inclusive and diverse workplace where everyone feels valued, respected, and empowered to contribute their best work.

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