The IT Service Desk Manager is responsible for the timely delivery of quality technical support services to end-users. The IT Service Desk Manager must have excellent knowledge of the software/hardware systems being supported and utilizes effective management skills while providing leadership to the Service Desk Team. This will involve collaboration with vendors, predictive analysis/problem remediation before issues occur and a host of other tactical and strategic activities to maintain a safe/stable computing environment. This role must also communicate and work closely with various operations and support branches to help them achieve operational, company, branch and department goals.
Service and Support Leadership
- Oversee Service Desk operations, service requests, incidents, and projects.
- Monitor and report on Service Desk metrics; analyze ticket trends, recommend solutions, and implement preventive maintenance measures.
- Perform root cause failure analysis when needed, as part of Problem Management.
- Work with stakeholders to define business and systems requirements for new technology implementations.
- Act as a further escalation point for unresolved or escalated tickets, issues, etc.
- Develop and implement all Service Desk policies and procedures, including those for Change, Incident, Asset and Configuration Management.
- Manage processes for new hire IT onboarding, equipment set-up, off boarding and termination of accounts.
- Support and manage the Service Desk ticketing system (KACE) and resolve Help Desk ticket inquiries.
- Other duties as assigned.
- Accountable for the timely and accurate completion of servicing incidents, requests, and tasks assigned to you and/or your team
- Manage and maintain proper staffing footprint to ensure timely coverage and support for all PPC locations
- Ensure appropriate shift coverage for PTO/holidays as needed.
- Responsible for the development and adherence to Service Level Agreements (SLAs).Measurements against these SLAs should be published to the appropriate business leaders periodically.(monthly, quarterly, etc.)
- Responsible for the selection and implementation of a Mobile Device Management (MDM) solution for administration of all mobile devices.
- Responsible for ensuring patch management is implemented and remains current across all end-user computers.(This primarily applies to Windows Security Patching, but other systems may have periodic firmware or patching needs that must be addressed)
- People and Team Management:
- Lead from the front and by example. Conduct regular team meetings and one-on-ones to provide timely management oversight.
- Define clear performance goals and objectives and follow up with employees on progress.
- Conduct annual performance reviews as well as provide regular leadership, inspiration, and coaching.
- Lead the team in planning projects, as well as organizing and negotiating the allocation of resources.
- Manage and assess team staffing needs and available capacity.
- Collect periodic feedback from business leaders on team effectiveness; use this feedback to take appropriate actions to ensure team is working in an optimal manner.
- Develop employee training plans annually to support their continued growth and development. (This incudes any ad-hoc training needs deemed necessary to support an upcoming project, initiative, technology lift, etc.)
General IT Business Needs & Support:
- Establish and manage relationships with internal business partners, peers in IT leadership and executive stakeholders across all PPC companies.
- Communicate with external parties as needed representing the company in a positive, professional manner.
- Perform periodic end-user computing license audits to ensure compliance.
- Manage operational costs by ensuring all IT spend is justified, approved and properly vetted for fit
- Other general IT duties as assigned or needed
REQUIREMENTS:
- Bachelor’s degree in Computer Science/Information Systems from an accredited college or university required. (Some college plus 10-15 years of industry-related work experience will also be considered)
- At least 10 years of experience managing teams of 5-10 people.
- Experience in supporting environments with greater than 2500 users required.(> 5000 strongly preferred)
- Significant experience with Microsoft Office 365, Active Directory and end-user computing equipment networking required.
- Experience with Service Desk ticketing systems, SLAs, support tools, etc.
- Experience developing, managing and maintaining a robust IT asset management program required
- Significant experience with deploying and maintaining patch management solutions required
- Significant experience in end-user computing fleet management.(PCs, tablets, mobile phones, etc)
- Significant experience in managing Office 365 environments (Teams, SharePoint, OneDrive, Azure, etc.)
- Information Technology Infrastructure Library (ITIL) certification preferred.
- Project Management Professional (PMP) certification preferred.
- Microsoft MCP or MCSA preferred. (MCSE strongly preferred)
- Experience in Local and Wide Area Networks.
