IT Service Desk Manager

Edelman Financial Engines, LLC; Phoenix (AZ); On-site; USD 80,000 - 120,000; Full time

Job summary

An established industry player is on the lookout for a dynamic IT Service Desk Manager to lead their service desk team. This pivotal role involves not only managing and mentoring a talented group of service desk engineers but also implementing best practices to enhance service delivery. The ideal candidate will bring a wealth of experience in IT service management, particularly with frameworks like ITIL, and possess exceptional leadership and communication skills. If you're passionate about delivering outstanding customer service and thrive in a fast-paced environment, this opportunity is perfect for you to make a significant impact.

Qualifications

• 5+ years in IT service management with 2 years in leadership.
• Strong knowledge of ITIL and service desk operations.

Responsibilities

• Manage and develop a high-performance service desk team.
• Implement service desk policies and monitor performance metrics.

Skills

IT Service Management

Leadership

Customer Service

Problem-Solving

Analytical Skills

Education

Bachelor's degree in Information Technology

Bachelor's degree in Computer Science

Tools

Microsoft Active Directory

Jira/JSM

Service Desk Software

Job description

Director of IT Services

At Edelman Financial Engines (EFE), we believe everyone deserves to move their financial life forward!

We are seeking a highly motivated and experienced IT Service Desk Manager to lead our service desk team. The ideal candidate will have a strong background in IT service management, a seasoned leader with experience directly managing an IT help desk team, and a passion for delivering exceptional customer service. This role is critical in ensuring the smooth operation of our IT services and providing support to our internal and external customers.

The service desk manager should be able to identify and resolve end user technology problems when necessary, while mentoring the team to minimize needed escalations.

Key Responsibilities:

1. Manage and lead the team, including hiring, mentoring, and developing a team of service desk engineers, ensuring a high-performance team.
2. Develop and implement service desk policies, procedures, and best practices.
3. Create and manage dashboards to monitor and analyze service desk performance metrics to ensure high levels of customer satisfaction and service quality.
4. Coordinate with other IT teams to resolve complex technical issues and ensure timely resolution of incidents and requests.
5. Maintain and update the service desk knowledge base and documentation.
6. Oversee the incident management process, including prioritization, escalation, and communication with stakeholders.
7. Ensure compliance with IT service management frameworks and standards, such as ITIL.
8. Identify opportunities for process improvements and implement changes to enhance service delivery.
9. Manage resources, operating budget and program budget for service desk initiatives effectively.

Requirements:

1. Bachelor's degree in information technology, Computer Science, or equivalent experience.
2. Minimum of 5 years of experience in IT service management, with at least 2 years in a leadership role.
3. Strong knowledge of IT service management frameworks, such as ITIL.
4. Excellent communication, interpersonal, and leadership skills.
5. Proven ability to manage, motivate and develop a team.
6. Strong problem-solving, analytical skills, a quality focus with strong attention to detail and identify trends leading to change.
7. Experience with service desk software, tools, Microsoft Active Directory, Jira/JSM.
8. Ability to work in a fast-paced, dynamic environment and participate in escalated calls as needed.