IT Service Desk Manager

1 week ago

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

The IT Service Desk Manager oversees all personnel operations of the IT Service Desk, which includes recruiting and training Computer Support Specialists. This role evaluates and ensures compliance with service level agreements according to business expectations, assists in resolving issues and requests from the business, establishes and manages KPIs for all Service Desk staff and operations, implements and monitors quality controls for all Service Desk processes and procedures, and enforces protocols to uphold the firm's security and customer service standards for both employees and clients.

Key Responsibilities:

Oversee daily operations to ensure continuous support of the IT Service Desk, both during and after market hours.
Establish, evaluate, and uphold service level agreements while implementing quality controls to deliver top-notch customer service to our internal clients.
Identify means for improving and managing customer service levels, through training, coaching, staff reviews, and user feedback questionnaires.
Collaborate with the ITSM Analyst to develop and deliver key performance indicators (KPIs) and metrics concerning Service Desk operations to senior management.
Recognize, escalate, and address common trends that hinder the productivity and efficiency of requests and incidents moving between the Service Desk and other internal IT teams.
Manage escalated tickets to ensure that IT teams prioritize and progress towards resolution within specified SLAs.
Partner with the IT Assets team to guarantee timely and meticulous handling of provisioning and procurement processes.
Collaborate with the IT Service Delivery Supervisor to establish and oversee controls for onboarding, transition, and offboarding of Davidson associates.
Assume the role of incident commander during major events requiring support from multiple IT and Business teams, initiating hotlines and coordinating field communications.
Engage closely with company business units and their branches to ensure comprehension of business requirements and prompt resolution of prioritized incidents and requests.
Aid in the management and enhancement of core Service Desk Infrastructure and software, encompassing call center and ticketing systems.
Uphold and reinforce departmental and regulatory processes, procedures, and documentation.
Support the implementation of various information technology projects, assets, procedures, and applications.
Identify and execute changes within the Service Desk to streamline workflows and standard procedures.

What We Offer:

Competitive salary plus excellent benefits and perks, including medical, dental, and vision company 401(k) and ESOP contribution, generous sick, vacation, and maternity/parental leave, paid holidays, professional development opportunities, tuition reimbursement, charitable gift-matching program, and Davidson Day of Giving.

This role is eligible to participate in applicable D.A. Davidson variable compensation programs.

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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