IT Service Desk Manager - Help Desk

As an IT Service Desk Manager, you will supervise the day-to-day operations of the Service Desk, including managing a team of support technicians to troubleshoot and resolve IT issues for a multi-site manufacturing company.

Responsibilities Include:

  • Manage and provide IT Service Desk support to users within the organization for computer, application, system, device, access and hardware issues
  • Manage, coach and support the day-to-day operation and help desk staff
  • Direct the implementation and operation of an IT Services Management (ITSM) software solution and ensure the help desk staff uses the solution to identify, document, track and resolve reported problems
  • Establish Help Desk Standard Operating Procedures (SOPs) that are in compliance to all applicable IT Service Management (ITSM) policies and procedures as implemented within the Enterprise
  • Develop and maintain clear and concise Web-based Self-Help/FAQ documentation that empowers end-users to self-resolve common issues
  • Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
  • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
  • Track and report on KPI's related to success of team
  • Plan, prioritize and schedule help desk activities to ensure maximum issue resolutions in minimum time.
  • Manage the inventory of all IT assets to include hardware and software
Education & Experience:
  • Associates or BA/BS degree in Management Information Systems, Information Systems engineering or equivalent practical experience
  • 3-5 years' work experience in Microsoft Windows desktops, virtual desktops, servers and networks with strong Office 365 support knowledge
  • 3+ years of experience managing small to midsize IT teams
  • Experience implementing an enterprise-level ITSM solution using ITIL best practices
  • Strong understanding of computer networking, security and infrastructure best practices
  • Effective organization and planning skills and ability to prioritize work on multiple projects with high attention to detail
  • Strong communication, interpersonal and customer service skills with a focus on listening and questioning skills
  • Ability to motivate and direct staff members and subordinates
  • Proven analytical and problem-solving abilities
  • Ability and willingness to provide support during off hours when necessary
  • Knowledge of developing and managing SLAs, KPIs, and critical success factors (CSFs) for IT Services, processes, operations and work environments
  • Strong Foundation in ITSM and ITIL service management


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