Service Desk Manager

Glsauto; Greenville (AL); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive base pay

Medical, dental, vision

401K with employer match

PTO & holidays

Volunteer Time Off

Tuition Reimbursement

Parental Leave

Business casual

Job summary

GLS is seeking a Service Desk Manager to lead the first level of support for the GLS Service Desk, with direct reports in Greenville, SC and Tempe, AZ. The role focuses on people leadership, ticket handling, and improving service delivery across multiple locations.

The ideal candidate holds a bachelor’s degree with 4+ years in IT, strong customer service skills, and experience managing a dispersed team. On-site, with a comprehensive benefits package and growth opportunities.

Qualifications

• A bachelor’s degree is required.
• Minimum of 4 years in a related IT field.
• Microsoft Technology Associate or CompTIA A+ certification preferred.
• Working knowledge of networking protocols required.
• Working knowledge of hardware, software, network, OS interaction required.
• Experience with Microsoft 365 is required.
• Strong verbal and written communication skills.
• Ability to work independently and in a team environment.
• Excellent interpersonal skills and ability to influence others.

Responsibilities

• Handle problem tickets and service requests.
• Evaluate, prioritize, and resolve user requests; handle escalations.
• Triage and assign requests to team members.
• Diagnose and resolve software/hardware/network issues; advise users.
• Log work in problem management system and maintain records.
• Develop knowledge base for onboarding and training.
• Adhere to Service Desk policies and procedures.
• Maintain and update company technical inventory.
• Manage dispersed teams and schedule workloads.
• Provide training and feedback to staff; lead by example.

Skills

Leadership

Communication

Customer Service

Team Management

Analytical Thinking

Education

Bachelor's degree

Tools

Microsoft 365

CompTIA A+

Job description

Why GLS?

Access to affordable, reliable transportation is essential to leading productive work and personal lives, caring well for oneself, one's family, and the needs of others. Through advanced analytics and technology, we can more accurately predict credit risk and provide more people with an affordable auto financing option for their next vehicle. That’s what GLS has done for over 10 years, helping more than half a million families meet and improve their transportation needs.

People

Join a culture of over 1,000 employees who
Care Deeply and
Think Boldly, driving innovation in an adaptive and positive culture that celebrates successes. We empower and reward individuals and teams who make direct, positive impacts to the business and each other, who take pride in their work and are ever-raising the bar.

Growth

Recognized by Inc 5000 as one of the fastest-growing private companies in America. Join GLS to grow with us!

Benefits

• Competitive base pay and performance bonuses, dependent on role
• Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability
• 401K with employer match and 100% immediate vesting
• Paid Time Off (PTO) and paid company holidays to help you balance work and personal life
• Paid Volunteer Time Off (VTO) Annually
• Tuition Reimbursement
• Parental Leave
• Business casual work environment

What does it mean to be a Service Desk Manager at GLS?

The Service Desk Manager is responsible for the first level of support for the GLS Service Desk. This is a people-leadership position with direct reports located in Greenville, SC and Tempe, AZ.

How will you drive value within the organization as a Service Desk Manager?

Technical Responsibilities

• Work problem tickets and service requests.
• Evaluate, prioritize, and resolve incoming requests for assistance from users. Handle escalations from employees.
• Triage and assign requests to team members.
• Investigate, diagnose, and resolve software and hardware problems, networking, and other computer related technologies and advise users on appropriate action.
• Log and track work using a problem management database and maintain historical records and related problem documentation.
• Build out knowledge base documentation to improve onboarding and training.
• Adhere to all Service Desk policies, standards, and procedures.
• Update and maintain company technical inventory.

Leadership Responsibilities

• Manage the team across geographically dispersed locations.
• Train and mentor level 1 Service Desk employees.
• Exercise management authority concerning staffing, performance evaluations, promotions, salary recommendations, and terminations.
• Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company.
• Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers.
• Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management.
• Organize an on-call rotation schedule for your direct reports. Participate in the senior on-call rotation for incident management.
• Perform additional assignments as required by the needs of the company or as directed by management.

What should you already know to be successful as a Service Desk Manager?

• A minimum of a bachelor’s degree is required.
• Minimum of 4 (four) years’ experience in a related IT field required.
• Microsoft Technology Associate or CompTIA A+ certification preferred.
• Working knowledge of networking protocols required.
• Working knowledge of hardware, software, network, OS interaction required.
• Experience with Microsoft 365 required.
• Ability to work well both independently and in a team environment.
• Skilled in providing customer service to technical and non-technical customers.
• Strong verbal and written communication skills.
• Ability to handle sensitive and confidential materials in a professional manner.
• Capacity to quickly learn and adapt to rapid changes in the technical environment.
• Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness.
• Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business.
• Commitment to exemplifying the organizational core values and key competencies.
• Demonstrated ability to motivate and lead a team - provide quality training, guidance, performance coaching and feedback to assigned staff.
• Excellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting priorities.
• Demonstrated ability to establish and enhance processes to improve business results.
• Ability to think strategically and deliver tactically.

Employment Requirements:

• This is a full-time, 100% on-site position
• Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity
• Remain in a stationary position up to 100% of the workday
• Constantly operate a computer and other standard office equipment
• Job functions involve sedentary to light physical effort. Physical demands range from sitting, walking, standing, or pushing or pulling materials. Work may involve exerting up to 10 pounds of force to lift, carry, push, pull, or move objects.
• Be able to perform activities such as: viewing a computer terminal, extensive reading, bending, and kneeling

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