IT Service Desk Manager

PPC Partners Inc; New Berlin (WI); On-site; USD 80,000 - 110,000; Full time

Job summary

Join a forward-thinking company as an IT Service Desk Manager, where you'll lead a dedicated team in delivering exceptional technical support services. This role is pivotal in ensuring a stable computing environment and involves strategic collaboration with various stakeholders. You'll be responsible for overseeing service desk operations, managing team performance, and implementing robust IT policies. This is an exciting opportunity to make a significant impact in a dynamic environment, fostering team growth and enhancing service delivery. If you're passionate about technology and leadership, this role is perfect for you.

Qualifications

• 10+ years of experience managing IT teams and supporting large environments.
• Strong knowledge of Microsoft Office 365 and end-user computing.

Responsibilities

• Oversee Service Desk operations and manage team performance.
• Implement policies for Change, Incident, Asset, and Configuration Management.

Skills

Team Management

Technical Support

Problem Solving

Communication

Analytical Skills

Education

Bachelor’s degree in Computer Science/Information Systems

Tools

Microsoft Office 365

Active Directory

KACE

ITIL

Job description

IT Service Desk Manager

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, offboarding, 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.

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 the team is working in an optimal manner.
• Develop employee training plans annually to support their continued growth and development.

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.

Minimum Qualifications

• 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.

PPC is an Equal Opportunity Employer - Minority/Disabled/Veterans/Females are encouraged to apply.