IT Service Desk Manager

4 weeks ago


Great Falls, Montana, United States D.A. Davidson & Co. Full time
Job Summary:

The IT Service Desk Manager is responsible for overseeing the daily operations of the IT Service Desk, ensuring continuous support to internal clients during and after market hours. This involves managing personnel activities, overseeing phone queue call quality, and ensuring user interactions through requests and emails. The successful candidate will establish, evaluate, and uphold service level agreements while implementing quality controls to deliver top-notch customer service. Key responsibilities include identifying means for improving and managing customer service levels, collaborating with the ITSM Analyst to develop and deliver key performance indicators, and managing escalated tickets to ensure timely resolution. The IT Service Desk Manager will also partner with the IT Assets team to guarantee timely and meticulous handling of provisioning and procurement processes. Additionally, this role will assume the role of incident commander during major events, initiating hotlines and coordinating field communications. The ideal candidate will have a four-year college degree or significant relevant work experience, with a strong background in ITIL v4 foundations certification or higher. Strong problem-solving and analytical abilities, excellent communication skills, and a willingness to travel as needed are essential. The compensation offered will be determined on a case-by-case basis, considering factors such as skills, relevant work experience, and geographic location. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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