Service Desk Manager

The Suddath Companies; Jacksonville (FL); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

401(k) with company matching

Paid Time Off

Tuition reimbursement plan

Job summary

The Suddath Companies in Jacksonville, FL seeks a Service Desk Manager to oversee a team of technicians and ensure service levels are met across incidents, requests, and problems. You will drive improvements in processes, reporting, and customer IT support with a focus on measurable outcomes.

Ideal candidates have strong leadership, excellent communication, and hands-on experience with ITIL practices, Windows environments, and tools like Office 365 and Power BI.

Qualifications

• Bachelor's degree in IT/Computer Operations preferred; or five to ten years related experience.
• Recommended ITIL and/or Microsoft certifications.
• Experience with Networking fundamentals, Active Directory, Office365, File Security, Ticketing software and Power BI analytics.

Responsibilities

• Provide Service Desk KPI data and trend reporting to IT leaders during reviews, and lead escalations as needed.
• Monitor phone queue and participate in escalated calls to ensure timely resolution.
• Oversee IT solutions repository and develop SLAs to set expectations and measure performance.
• Manage vendor relationships with hardware and software providers based on needs.
• Lead a team of Service Desk Technicians, including performance reviews and coaching.

Skills

Team management

Organizational skills

Detail-oriented

Strong communication

Customer service

Analytical/problem-solving

Attention to detail

Education

Bachelor's degree in IT/CS

Tools

Office 365

Power BI

Ticketing software

Active Directory

SharePoint

Job description

## Service Desk ManagerApply: Jacksonville,Florida: United States of America: Full time: Posted Today: R12137**Why Choose Suddath to “Move” your Career to the Next Level?**At Suddath, you can be part of something special and inclusive! Join a team that has a 100+ year reputation for excellence as an innovative, growing and financially stable company that is dedicated to promoting a culture that thrives on inclusion and diversity. From numerous awards to being recognized as one of the best places to work, Suddath offers a caring, family environment while providing relocation and logistics services to people and companies all around the world.**What We Offer!*** A competitive wage with a comprehensive benefits package, including a 401(k) plan with company matching* Weekly pay for hourly-paid employees. Biweekly pay for salaried employees.* Paid Time Off (PTO) and paid company holidays* A tuition reimbursement plan where employees are encouraged to continue their education and development* For more information on our benefit offerings, please visit https://suddath.com/about/careers/ and scroll down to view our employee benefits.**Summary:**The role of the Service Desk Manager is to oversee the performance of Service Desk Technicians as well as support of customers and ensure that service levels are achieved; ensure that customer expectations are met or exceeded with regard to service and problem resolution based on defined metrics/benchmarks, and processes are followed to provide the best possible customer service and service level objectives; continually review existing processes for improvement and/or automation for added efficiency.**Essential Duties and Responsibilities:*** Provide Service Desk KPI data and trend reporting to IT leaders during ad hoc, weekly, and monthly reviews, and as needed; lead ticket deep dives and develop improvement strategies; position the Service Desk as IT’s single source of truth and primary service delivery channel.* Monitor and manage the phone queue, participating in escalated calls as needed.* Perform daily system monitoring to verify the integrity and availability of systems and key processes.* Oversee, create, and maintain the IT solutions repository to ensure relevant solutions are available; develop service and business-level agreements to set expectations and measure performance; establish a practical framework for managing and improving customer IT support; advise management on issues requiring additional client support or escalation.* Manage processes and communications for technology and non-technology outages and emergency activities across the organization.* Report business-impacting issues to business leaders and IT management.* Manage vendor relationships, including hardware vendors such as Dell and CDW and software vendors such as Microsoft, AWS, and ManageEngine, based on operational needs.* Oversee all request types, including incidents, service requests, and problems; manage complex or urgent support issues; and serve as the escalation point for requests and incidents.* Develop and improve phone and ticket escalation processes to support clear, timely escalation and information flow across the organization; identify root causes and communicate updates appropriately to internal and external customers.* Contribute to and maintain Service Desk Standard Operating Practices.* Research and recommend innovative, automated approaches for production support tasks where appropriate; identify solutions that maximize resources and create economies of scale.* Manage a team of Service Desk Technicians, including performance reviews.* Manage and continuously improve Change Advisory Board meetings and processes.* Manage and continuously improve Problem Management meetings and processes.* Maintain accurate end-user asset management records for laptops, desktops, monitors, and related equipment.* Oversee and support corporate Windows operating system image and imaging processes.**Job skills required:*** Prior team management experience in an office or IT environment* Strong organizational skills to manage daily responsibilities effectively* Detail-oriented with the ability to multitask in a fast-paced environment* Excellent communication skills and a positive attitude* Strong customer service skills and professional phone etiquette* Strong analytical and problem-solving skills* High attention to detail* Excellent verbal and written communication skills, with the ability to collaborate effectively with internal and external contacts at all levels* Strong teamwork and interpersonal skills, with the ability to manage relationships across all levels of the organization* Ability to learn quickly and adapt to changing needs**Qualifications:*** To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**Education/Experience:*** Bachelor's degree in IT/Computer Operations preferred; or equivalent from college or technical school; or five to ten years related experience and/or training; or equivalent combination of education and experience.* Recommended industry certifications (ITIL and/or Microsoft). Experience with the following: Networking fundamentals, Active Directory Services, Office365, File Security, Ticketing software and PowerBi / Analytic Reporting**TRAVEL:*** Less than 10% requiredLanguage Skills:* Ability to read and interpret documents such as operating and maintenance instructions, and procedure manuals* Ability to speak effectively in front groups* Excellent written and verbal communication skillsReasoning Ability:* Ability to solve practical problems and deal with a variety of gray variables in situations where only limited standardization exists* Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule formComputer Operations:* To perform this job successfully, an individual should have strong knowledge of Microsoft Office 365, Teams, Sharepoint, PowerPoint and any other related applicationsPlanning/Organization:* Ability to prioritize and re-prioritize as situations and needs change throughout the workday* Ability to multi-task and organize workflow to manage daily responsibilities, meet deadlines and prioritize workCertificates/Licenses/Registrations:* Preferred ITIL certification* Preferred Microsoft Industry CertifiedWorking Conditions:* Cubicle working environment* Noise level in the work environment is usually moderatePhysical/Environmental Demands:Activity:* Stand - Under 1/3 Time* Walk - Under 1/3 Time* Sit – Over 2/3 Time* Use hands to finger, handle, or feel - Over 2/3 Time* Reach with hands and arms – 1/3 to 2/3 Time* Climb or balance – None* Stoop, kneel, crouch or crawl – Under 1/3 Time* Talk or hear – over 1/3 to 2/3 time* Taste or smell – NonePhysical Activity Level:* The employee must occasionally lift and/or move up to 40 pounds.* While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear* The employee is occasionally required to reach with hands and armsManual Dexterity:* Manual dexterity sufficient to reach/handle items, works with the fingers, and perceives attributes of objects and materialsSpecial Vision Requirements:* Specific vision abilities required by this job include close vision and ability to adjust focus