Service Desk Manager

Talantir; Chicago (IL); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Talantir is seeking a Service Desk Manager to lead a team of Analysts and IT staff across locations, ensuring high-quality support and ITIL-aligned service delivery.

This remote role supports 12x7x365 operations across US time zones, with preference for Chicagoland candidates. You will drive SLAs, mentor staff, and collaborate with IT leadership to align with business goals. Occasional site visits to retail stores and facilities may be required.

Qualifications

• 4+ years of IT service management experience with at least 2 years in a leadership role.
• Strong knowledge of ITIL frameworks; ITIL certification (Foundation or higher) is preferred.

Responsibilities

• Lead and manage the IT Service Desk team, ensuring timely/resolution of IT support requests.
• Develop and implement SLAs and KPIs to measure and improve support efficiency.
• Provide coaching, training and mentorship to Service Desk staff.
• Oversee ticketing system management, ensuring proper categorization, prioritization and escalation of incidents.
• Implement knowledge management strategies, including self-service resources.
• Define, implement and continuously improve IT service management processes based on ITIL.
• Ensure high-quality IT services across the organization.
• Monitor service performance and identify areas for improvement.
• Collaborate with IT leadership to align service delivery with business objectives.
• Manage IT service incidents, problems and changes to minimize disruption.
• Develop and enforce IT policies and procedures for service desk operations.
• Lead IT audits and risk assessments related to service support functions.
• Ensure the end-to-end customer experience, acting as a single point-of-contact for escalated issues.
• Monitor and respond to issues via our Service Desk ticketing system.
• Proactively address alerts from our system monitoring platform.
• Communicate effectively during outages and priority incidents.
• Mentor and train junior IT Service Desk Analysts.
• Occasionally visit retail stores and growth facilities for maintenance and incident response.
• Support overall information systems planning, implementation and administration across IT functions.
• Follow procedures to troubleshoot/resolved IT issues across systems and technologies.

Skills

ITIL framework

Leadership

Customer service

Vendor management

Team mentorship

Education

Bachelor's degree in IT or related field

Tools

ITSM platforms

Ticketing system

Job description

The Role

The Service Desk Manager will manage a team of Service Desk Analysts and IT support personnel, ensuring efficient resolution of technical issues, optimal user experience, and adherence to ITIL best practices for GTI staff across all locations, including retail, cultivation, office environments and the HQ office. This role will oversee IT support operations, ensuring high-quality service delivery and continuous improvement in IT service management. This position requires a motivated, dedicated and personable IT professional capable of managing multiple projects and support requests with minimal supervision. The manager will mentor and guide junior team members, fostering a collaborative and growth-oriented environment.

This is a remote position, but Chicagoland area candidates are preferred. Service Desk Analysts operate in a 12x7x365 model across all US time zones, so the role requires night and weekend support as needed.

Responsibilities

• Lead and manage the IT Service Desk team, ensuring timely and effective resolution of IT support requests.
• Develop and implement SLAs and KPIs to measure and improve support efficiency.
• Provide coaching, training and mentorship to Service Desk staff to enhance their technical and customer service skills.
• Oversee ticketing system management, ensuring proper categorization, prioritization and escalation of incidents.
• Implement knowledge management strategies, including self-service resources, to enhance end-user support.
• Define, implement and continuously improve IT service management processes based on ITIL frameworks.
• Ensure high-quality IT services are delivered consistently across the organization.
• Monitor service performance and identify areas for improvement to enhance end-user satisfaction.
• Collaborate with IT leadership to align service delivery with business objectives and technology roadmaps.
• Manage IT service incidents, problems and changes to minimize disruption to business operations.
• Develop and enforce IT policies and procedures related to service desk operations and service delivery.
• Lead IT audits and risk assessments related to service support functions.
• Ensure the end-to-end customer experience, acting as a single point-of-contact for escalated issues.
• Monitor and respond to issues via our Service Desk ticketing system.
• Proactively and reactively address alerts from our system monitoring platform.
• Communicate effectively during outages and priority incidents, ensuring stakeholders are informed and updated.
• Mentor and train junior IT Service Desk Analysts, sharing knowledge and best practices.
• Occasionally visit retail stores and grow/manufacturing facilities for general maintenance and incident response.
• Support overall information systems planning, implementation and administration in a variety of IT functional areas.
• Follow internal procedures and guidelines to troubleshoot and resolve IT issues across different systems and technologies, including hardware, software and networks.

Qualifications

• 4+ years of experience in IT service management, with at least 2 years in a leadership role.
• Strong knowledge of ITIL frameworks; ITIL certification (Foundation or higher) is preferred.
• Experience with IT Service Management platforms.
• Strong leadership, team management and customer service skills.
• Excellent problem-solving abilities and a proactive approach to IT service improvement.
• Experience managing vendors, contracts, and SLAs.
• Excellent judgment and the ability to operate with little oversight.
• Resourceful and responsive to employee's needs, with excellent communication skills, both written and verbal.

Additional Requirements

• Bachelor's degree in information technology, Computer Science or a related field (or equivalent experience).
• Must pass any and all required background checks
• Must be and remain compliant with all legal or company regulations for working in the industry
• Must possess valid driver's license
• Must be a minimum of 21 years of age

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