Replicon Looking for IT Service Desk Manager at Remote

Replicon; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a pioneering company in Knowledge Workforce Management as an IT Service Desk Manager, where you will lead a dedicated team of IT support professionals. This role emphasizes exceptional customer service and operational efficiency, ensuring that the IT service desk meets performance metrics while fostering a culture of innovation and continuous improvement. You will manage large IT projects, oversee asset management, and enhance service quality through strategic initiatives. If you are passionate about technology and thrive in a collaborative environment, this is an exciting opportunity to make a significant impact in the organization.

Benefits

Flexible working hours

Professional development opportunities

Health insurance

Team-building events

Remote work options

Generous vacation policy

Retirement savings plan

Wellness programs

Employee recognition programs

Work-life balance initiatives

Qualifications

• 5+ years of IT service desk management experience required.
• ITIL Foundation certification is preferred.
• Strong leadership and communication skills are essential.

Responsibilities

• Manage and mentor a team of IT support professionals.
• Develop and implement IT service management strategies.
• Monitor service desk performance metrics and ensure quality.

Skills

IT Service Desk Management

Leadership Skills

Communication Skills

Problem-Solving Skills

Analytical Skills

Knowledge of ITIL

Experience with ITSM Tools (JIRA, ServiceNow, Remedy)

Knowledge of IT Infrastructure

Microsoft Tools Proficiency

Vendor Management

Education

Bachelor of Computer Science

Management Information Systems Degree

Tools

JIRA

ServiceNow

Remedy

Microsoft WSUS

Microsoft ADFS

Job description

Position Overview:
As a pioneer in Knowledge Workforce Management, Replicon elevates people as a strategic asset within organizations, improving operational productivity, performance, and profitability. Replicon caters to 7800 clients in 80 countries with 1.5 million users on a daily basis. With over 26 years of industry leadership, Replicon continues to innovate new approaches to effectively manage people’s time, their skills, projects, and resource utilization. Replicon’s Knowledge Workforce Management Solution enables organizations to seamlessly collect and process data related to people, projects, skills, and time, ensuring a single source of truth for harmony across business functions. Our innovative solution is powered by ZeroTime to harness the power of data in real time and eliminate all manual processes.

The IT Service Desk Manager is responsible for managing a team of IT support professionals and ensuring that they provide exceptional hassle-free customer service to end-users. They will oversee the daily operations of the IT service desk, ensuring that incidents and requests are handled efficiently and effectively. The IT Service Desk Manager will work closely with the IT Leaders to develop and implement IT service management strategies and ensure that the service desk team meets or exceeds agreed-upon performance metrics.

Responsibilities:

1. Manage IT Help Desk Operations
2. Oversee Asset Management and Inventory
3. Helpdesk Team Supervision
4. Manage large IT projects and rolling out IT infrastructures
5. Data backup and system security operations
6. Perform Risk Assessment and recommend appropriate controls

Open to work in Global North American working hours.

We have:

1. An innovative, market-leading enterprise solution with a growing customer base
2. An exciting, nurturing culture that rewards a determined attitude of getting things done and problems solved
3. Clear goals with an opportunity to learn new things and explore a variety of avenues
4. Smart, well-connected global teams that work like a family with the sole aim to delight customers
5. An open-minded approach to continuous improvement of people, product, and processes

You have:

1. Bachelor of Computer Science, Management Information Systems or equivalent degree, with preference for additional business education
2. At least 5 years of experience in IT service desk management
3. ITIL Foundation certification or equivalent
4. Strong leadership and management skills
5. Excellent communication and interpersonal skills
6. Strong problem-solving and analytical skills
7. Knowledge of IT service management tools, such as JIRA, ServiceNow or Remedy
8. Knowledge of IT infrastructure, including servers, networks, and desktops
9. Solid understanding and competency with Microsoft tools, ie. WSUS, ADFS, DFS, AD, group policies, etc
10. Ability to work under pressure and meet tight deadlines
11. Strong knowledge of IT policies, procedures, and best practices
12. Ability to prioritize tasks and delegate responsibilities
13. Experience managing relationships with third-party vendors and service providers
14. Experience leading and managing large IT projects and rolling out IT infrastructures across various technologies

What you’ll do:

1. Manage and mentor a team of IT support professionals, including hiring, training, and scheduling
2. Serve as a change leader; innovate and instil in your team an appreciation for thinking outside of the box, questioning the status quo, and striving to find efficiencies
3. Ensure that the IT service desk team provides exceptional customer service to end-users, handling incidents and requests in a timely and efficient manner
4. Develop and implement IT service management strategies to improve service quality, increase efficiency, and reduce costs
5. Develop and implement processes and procedures to ensure incidents and requests are handled according to established standards and best practices
6. Monitor and report on service desk performance metrics, including response times, resolution times, and customer satisfaction
7. Work closely with other IT teams to ensure that incidents and requests are resolved in a timely and effective manner
8. Develop and maintain knowledge management systems to ensure that service desk staff has access to the information they need to resolve incidents and requests
9. Ensure that the IT service desk team adheres to all relevant policies and procedures, including security and data privacy policies
10. Manage relationships with third-party vendors and service providers to ensure that service level agreements are met
11. Be part of all L3 escalations teams
12. Oversee Asset Management and Inventory
13. Oversee data backup and system security operations
14. Be part of IT Security as a dynamic member who will make provisions and ensure IT Security of the company. Assist in reviewing vulnerability data from multiple sources across multiple technologies and a changing environment including infrastructure and applications to determine risk rating of vulnerabilities to business assets
15. Perform Risk Assessment and recommend appropriate controls