IT Service Desk Manager

Shelby American, Inc.; Springfield (IL); On-site; USD 90,000 - 110,000; Full time

Job summary

A dynamic and innovative firm is on the lookout for a skilled IT Service Desk Manager to lead their dedicated team. This role is pivotal in ensuring exceptional support for both internal and external customers, while fostering a culture of collaboration and continuous improvement. The ideal candidate will have a strong background in IT service management, excellent leadership skills, and a passion for enhancing customer experiences. With responsibilities ranging from operational oversight to budget management, this position offers a unique opportunity to make a significant impact in a fast-paced environment. If you thrive in a role that combines technology with customer service excellence, this is the perfect opportunity for you.

Qualifications

• 3-5 years of experience in IT service management or similar roles.
• Relevant certifications like ITIL are highly desirable.

Responsibilities

• Lead and manage the IT service desk team to deliver exceptional support.
• Oversee daily operations, incident management, and performance tracking.

Skills

Leadership

Customer Service

Problem-Solving

Communication Skills

Operational Management

Innovation

Education

Bachelor's degree in Information Technology

Equivalent work experience

Tools

ITIL

PowerShell

Python

Generative AI tools (e.g., ChatGPT, Copilot)

Job description

Job Summary:

We are seeking a highly skilled and motivated IT Service Desk Manager to join our IT team. The ideal candidate will be responsible for leading and managing the IT service desk team to deliver exceptional support to internal and external customers. This role ensures that all incidents, service requests, and inquiries are resolved efficiently while fostering a culture of innovation, collaboration, and customer-centricity.

Key Responsibilities:

1. Leadership & Team Management
   • Provide solution-oriented, positive leadership to the service desk team, embodying the vision and values of the organization.
   • Set clear performance expectations, monitor progress, and provide regular feedback to team members.
   • Foster an engaging and supportive environment, encouraging team members to excel in their roles and grow professionally.
2. Customer Service Excellence
   • Act as the primary escalation point for service desk issues, ensuring timely resolution with a focus on enhancing customer experiences.
   • Drive a customer-first approach by understanding user needs and proactively addressing challenges with tailored solutions.
   • Implement and monitor adherence to best practices for user interaction, including clear communication, empathy, and technical education.
3. Operational Management
   • Oversee daily service desk operations, including incident management, request fulfillment, and issue escalation.
   • Develop, track, and report key performance indicators (KPIs) to measure service desk success, identify improvement areas, and drive operational excellence.
   • Ensure compliance with regulatory and security requirements in all service desk activities.
4. Innovation & Continuous Improvement
   • Regularly review and refine service desk processes to optimize efficiency, scalability, and user satisfaction.
   • Evaluate emerging technologies and trends to enhance service desk capabilities and align with the institution's strategic goals.
   • Champion a culture of continuous learning, encouraging the team to stay updated on industry trends and best practices.
5. Collaboration & Communication
   • Work closely with IT leadership and other departments to ensure seamless alignment of service desk activities with business objectives.
   • Maintain transparent and effective communication with stakeholders, providing updates on critical issues and project progress.
   • Promote teamwork across the department and organization, fostering shared ownership of challenges and solutions.
6. Financial Stewardship
   • Manage the service desk budget, ensuring cost-effective use of resources without compromising service quality or security.
   • Collaborate with vendors to negotiate favorable terms and explore alternative solutions when appropriate.
   • Manage hardware and software inventory, including end-of-life management.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 3-5 years of experience in a similar role, with hands-on experience in the above areas.
• Relevant IT Service Management framework certifications such as ITIL or equivalent are highly desirable.
• Strong problem-solving skills and the ability to work both independently and as part of a team.
• Excellent communication skills, with the ability to explain complex technical concepts to non-technical stakeholders.

Preferred Skills:

• Experience with hybrid or native cloud environments.
• Scripting or automation experience (e.g., PowerShell, Python).
• Experience with generative AI tools such as ChatGPT or Copilot.

Work Environment:

• This role may require occasional after-hours or weekend work to support maintenance activities or critical issues.
• Opportunity to work in a dynamic, fast-paced environment with cutting-edge technologies.
• This role requires at least four days a week in the office.

Application Instructions:

Interested candidates are encouraged to apply with a resume and cover letter detailing their experience and qualifications relevant to this position.

Salary:

The anticipated starting salary range is from $90,000.00 to $110,000.00 depending on experience.