Service Desk Manager

    • St. Louis, MO

RESPONSIBILITIES:
Kforce has a client that is seeking a Service Desk Manager in Saint Louis, MO. Key responsibilities include:

  • Manages, leads and mentors a team of experienced service desk digital professionals that support the enterprise-wide digital enablement of our workforce and targeted partners/consultant; With a continuous improvement mindset, this leader develops and improves operational processes to ensure the timely delivery of quality service desk support
  • Direct, train and evaluate personnel and managed service vendors responsible for designing, architecting, developing and implementing a best in class, enterprise-wide service desk to support end-users to ensure a seamless coworker experience
  • Develops and ensures adherence to architectural and operational standards for a best in class service desk so that business lines can meet their objectives
  • Manage the consistent integrity of the various systems' data especially in the area of knowledge articles to ensure first call or self-service resolution
  • Prepares, manages and supports multiple concurrent integrated enterprise system software, hardware, and content implementation plans
  • Supervises, coordinates and manages the disaster recovery planning and execution for enterprise service desk application and infrastructure
  • Work directly with enterprise coworkers, at all levels of the organization, to ensure coworkers are digitally enabled at all times
  • Remains abreast of new developments and trends in the digital service desk industry to maintain professional expertise to assist in technology planning and influence the technology standards used by the company
  • Develops and maintains a thorough understanding of Digital budgeting and forecasting processes in order to effectively manage area of responsibility


REQUIREMENTS:
  • Bachelor's degree required, preferably in Computer Science, Management Information Systems, Engineering, or equivalent computer or applicable business related degree from an accredited college or university
  • Master's level degree preferred
  • Five or more years of relevant Digital experience as a supervisor, project leader, technical lead for an enterprise service desk required
In addition to the above qualifications, the successful candidate will demonstrate:
  • Experience in client/customer relation management including conflict resolution required
  • The ability to manage multiple priorities with a high incidence of changing requirements while meeting aggressive deadlines and demanding work schedules required
  • Demonstrated knowledge of end-user hardware, software on PCs, MACs and tablets required
  • Experience with ITSM methods and ServiceNow required
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.


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