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IT Service Desk Manager

1 month ago

Fort Worth, Texas, United States Tandy Leather Factory Full time
Job Description

Tandy Leather Factory Inc. is seeking a dynamic and experienced IT Service Desk Manager to lead our technical support team. In this crucial role, you will be responsible for overseeing the day-to-day operations of our IT service desk, ensuring the delivery of exceptional customer service to our internal clients.

The ideal candidate will have a strong background in implementing and maintaining ITIL best practices, managing a team of skilled technicians, and continuously improving service delivery processes. You will play a pivotal role in bridging the gap between our IT department and end-users, fostering a culture of excellence in customer support while aligning service desk operations with our organization's broader IT strategy and business objectives.

Main Responsibilities:

  • Lead a team of service desk professionals, ensuring team performance exceeds SLAs and consistently meets organizational expectations
  • Achieve a service desk that resolves a high percentage of issues on the first contact (First Call Resolution of 80%+), minimizing escalations and reducing Mean Time to Resolution (MTTR)
  • Develop and implement strategic plans for the IT service desk to improve efficiency and user experience
  • Manage the ticketing system, ensuring that all tickets are tracked and resolved effectively
  • Implement ITIL service management practices
  • Build and leverage automation for common service requests to enable service desk staff to focus on more complex, high-value tasks
  • Provide leadership for the Service Desk team to act as a coach and mentor. Help staff prepare and execute development plans
  • Support escalated issues the Service Desk team is not equipped to handle
  • Report on service level targets monthly and create improvement plans where necessary
  • Function as a liaison between business teams as the central point of contact for the Service Desk organization
  • Identify and source hardware and software solutions for corporate users and retail stores
  • Troubleshoot and resolve technical issues directly, including network troubleshooting
  • Ensure that all IT changes are managed effectively, minimizing disruption to the business
  • Oversee development and communication of help sheets, usage guides and FAQs for end users and IT service desk training
  • Oversee the development, implementation and administration of service desk staff training procedures and policies
  • Conducts research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts

Essential Qualifications:

  • Minimum of 7 years of experience as a help desk manager or similar role in the IT industry
  • Proven experience with IT service desk management, strategic planning, ticketing systems, and global support
  • Strong technical skills, including network troubleshooting and hands-on management
  • Experience managing IT governance and SOC compliance
  • Proficiency with Microsoft Office 365, Active Directory, network security, and firewall configuration
  • Experience implementing of ITIL and IT change management best practices
  • Experience with Microsoft Dynamics 365 Business Central desired

Tandy Leather Factory, Inc. is an equal opportunity employer and participates in E-Verify.