Manager, Technology Service Desk

What You'll Do

• Operational control: Oversee daily operations to ensure compliance with standards and achieve organizational objectives.
• Shift scheduling: Manage shift scheduling to optimize staff coverage and operational efficiency.
• KPI accountability: Monitor key performance indicators (KPIs), such as First Response Time, Resolution Time, Ticket Volume Trends, Backlog Volume, First Contact Resolution Rate, Reopen Rate, Escalation Rate, SLA Compliance Rate, Onboarding Readiness Rate, Process Improvement Implementation Rate, etc., to ensure alignment with performance targets and operational goals.
• Service level adherence: Address all customer cases promptly within established SLA requirements and handle them professionally.
• Quality assurance: Maintain high service delivery standards while continuously improving customer satisfaction.
• Staff Coordination: Provide guidance and performance feedback to non-supervisory staff, ensuring alignment with operational goals and fostering accountability through clear direction and support.
• Workflow Management: Strategically plan and oversee the workflow and time management of staff, assigning daily tasks and setting clear deadlines.
• Best Practices Implementation: Assess current practices, implement best practice standards, and drive continuous improvement within the team.
• Performance Reporting: Prepare and present comprehensive performance reports, evaluating team output and operational efficiency on Service Requests, Incidents, and Projects.
• IT Inventory Control: Ensure a rigorous IT inventory process is maintained, including adherence to preventative maintenance schedules and protocols.
• Warehousing Logistics: Responsible for the maintenance and upkeep of the IT equipment warehouse, ensuring that there is sufficient inventory on-hand to meet business needs, all equipment is organized, functional, and in optimal condition for use, and equipment is delivered in a timely fashion.
• Program Development: Develop and implement programs and procedures designed to enhance the effectiveness and efficiency of IT systems and operations.
• Hardware and Software Management: Oversee the management, installation, maintenance, and support of end-user hardware and software applications.
• Training and Utilization: Facilitate the continued and expanded use of technology resources through effective implementation and coordination of training programs.
• Hardware and Software Management: Oversee the management, installation, maintenance, and support of end-user hardware and software applications.

What You'll Need

• A bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 5+ years of experience in technical support or service engineering, with a minimum of 2 years in a leadership or managerial role.
• Strong understanding of ITIL principles and service management best practices.
• Proficiency in enterprise ticketing platforms (e.g., Jira Service Management, ServiceNow, etc.)
• Familiarity with endpoint management tools such as Tanium, Microsoft Intune, Jamf, etc.
• Knowledge of Active Directory, Microsoft 365, and common desktop/network troubleshooting techniques.
• Deep understanding of Windows 11 system architecture, Group Policy, registry management, driver integration, troubleshooting methodologies, and integration with MDM platforms like Intune and Tanium.
• Proficient in managing macOS environments, including system preferences, Terminal commands, software deployment, and integration with MDM platforms like JAMF, Intune, and Tanium.
• Skilled in configuring, securing, and supporting mobile devices using MDM tools (e.g., Intune, Apple Business Manager, Android Enterprise).
• Experience with the installation, maintenance, and support of end-user hardware and software applications on Windows, macOS, iOS, and Android platforms.
• Experience with the installation, maintenance, and support of Audio-Visual hardware and software in conference rooms.
• Ability to work at a computer for 8+ hours/day
• Fine motor manipulation using a computer (mouse/keyboard)
• Ability to lift 50lbs several times weekly
• In office presence daily with the local team
• Travel to other locations for support needs
• Regular visits to the remote team