Service Desk Manager
2 weeks ago
Job Type
Full-time
Description
Raise your hand if you're craving a work environment that values your talent. Join the Clune family where you're valued as an employee owner Clune Construction is proud to be made up of passionate, driven, unique individuals who exhibit integrity and value quality in everything they do. We welcome diversity of thought and life experience. As an employee-owned company, we invest in our people and in turn, our people benefit from a culture of shared fate. We believe this has led to us being the fortunate recipient of countless awards for our culture and ethics, including Best Places to Work, a Top Workplace nationally, and the Better Business Bureau's Torch Award for outstanding ethics.
Job Purpose
The Service Desk Manager provides best in class support of end users and leadership to the Service Desk. They are responsible for creating, managing, and analyzing procedures, policies and processes related to all areas of IT service delivery. These include Service Desk, Change Management, Incident Management, Problem Management and Contract Management.
What We Offer
At Clune Construction we value each of our employees and care about their wellbeing. We strive to provide best-in-class benefits packages, including:
Medical, Dental and Vision Insurance with 100% of monthly premiums paid by the company
Employee Stock Ownership Plan
401k Retirement Plan with Company Match
Employee Assistance Program
Company-paid and Voluntary Life Insurance Plans
Company-paid Short Term and Long Term Disability
Flexible Spending, Dependent Care and Commuter Plans
Career Development through Mentoring Program, Learning & Development, Continuing Education
Fitness Program
Pet Insurance
Core Values and Behaviors
Clune Construction is proud to have Core Values and Behaviors that all of our employees represent. These Core Values are: Safety, Service, Teamwork, Respect, Excellence, Leadership and Innovation. Performance is evaluated with these Core Values in mind.
Essential Functions
- Manage the day-to-day Service Desk operations and ensure our SLAs are being met.
- Coaches and mentors Service Desk agents; assesses and records their performance to promote professional growth. Responsible for Service Desk Technician evaluations.
- Act as the escalation point for difficult calls or tickets escalated by the IT Service Desk team.
- Act as a liaison to other technology teams on behalf of the Service Desk.
- Work directly with the Senior Manager of IT in the development, integration, direction, and improvements of ITSM for the Service Desk function.
- Development of IT Support and Service Desk metrics, using, Solar Winds and Excel.
- Collaborate on various projects that aid in driving continuous support improvement.
- Document consistent processes and procedures for first-time resolution tickets.
- Facilitate Service Desk training and awareness sessions.
- Hold regular workload management meetings with the IT Service Desk team to ensure tickets are being routed appropriately and that the team is meeting its objectives.
- Represent the IT Service Desk at meetings when required.
- Study data metrics reports and recommend improvements to meet and exceed support team goals.
- Responsible for staffing and ensuring skill levels are maintained throughout operational hours.
- Assist with the day-to-day coaching and development of our Service Desk agents. You will help ensure that the team achieves specific performance metrics via goals and established KPI's.
- Communicate IT activities to the organization including deployments, outages, and emergencies.
- The Service Desk Manager mentors, provides guidance, and supervises the Service Desk Team including completion of performance reviews and disciplinary action if applicable.
- You must be a self-motivated professional with excellent communication and documentation skills.
- Analytical and troubleshooting skills.
- A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
- A high level of accountability and the ability to prioritize and delegate is essential.
- Ability to meet tight deadlines.
- Ability to travel to various office locations when needed for support, events, meetings, and staff training sessions.
- Outstanding customer service skills.
- Strong leadership and decision-making skills.
- Available for on-call hours
- Bachelor's degree or equivalent experience in IT Support Management, or related field.
- ITSM framework and ITIL v4 experience preferred.
- 8+ years of experience in IT Operations, End User Support, or related work experience for an organization with at least 1,000+ employees.
- Demonstrate a track-record of success supporting software and applications.
- Demonstrate the ability to thrive within a fast paced, demanding support environment while maintaining high standards and a customer centric approach.
All candidates must provide a resume.
We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.
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