Service Desk Manager

Apex Service Partners; Tampa (FL); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry leader in residential home services is seeking a Service Desk Manager to oversee their IT service desk team. This role is crucial for ensuring high-quality technical support and customer service across the organization. The ideal candidate will drive continuous improvement initiatives, lead a dedicated team, and maintain operational efficiency. With a focus on collaboration and strategic problem-solving, this position offers an exciting opportunity to make a significant impact in a fast-growing company. Join a dynamic environment where your expertise will help shape the future of IT service delivery.

Benefits

Medical Coverage

Dental Coverage

Vision Coverage

Competitive PTO

Sick Days

Holidays

401k Matching

Qualifications

• 5-10 years experience in IT with a focus on service desk management.
• Proven track record of leading technical teams and initiatives.

Responsibilities

• Oversee daily operations of the service desk ensuring effective IT support.
• Lead and mentor the service desk team to enhance performance.

Skills

Technical Support

Leadership Skills

Interpersonal Skills

Process Improvement

Customer Service

Education

Bachelor's Degree

ITIL Certification

Tools

IT Service Management (ITSM) Tools

Job description

Overview

Company Overview

Founded in 2019, Apex Service Partners, LLC (“Apex” or the “Company”) is the industry and nationwide leader in residential home services. Apex focuses on serving the HVAC, plumbing, and electrical needs of homeowners in over forty states across the country. Apex has grown to +100 locations with +9,000 team members and +$2 billion in annual revenue. In this fragmented industry dominated by small and founder-owned businesses, the Company has a dual strategy of growing via high-frequency acquisitions (over 200 closed by the Company to date) and aggressive organic growth initiatives, including sophisticated marketing, differentiated talent acquisition and green-fielding new trades and locations. From the onset, the Company’s leaders have focused on building out a robust internal infrastructure to ensure scalability and better win in local markets around the country with the strongest brands and tactics. The team at “Partner Services”, the centralized support team for the Company, comprises 60+ hard-working, collegial team members who are focused on the success of operations across the country. Despite being the largest player in this incredible industry, Apex has less than 2% market share, and ~85% of the market is still fragmented. The Company recently received a new round of equity investment totaling $3.4B and recently closed a debt refinance in excess of $3.0B.

Job Description – Manager – Service DeskMission of the Role:

The mission of the Service Desk Manager is to lead and oversee the IT service desk team, ensuring the delivery of high-quality technical support and customer service to all users. This role is pivotal in maintaining operational efficiency, resolving technical issues promptly, and enhancing user satisfaction. The Service Desk Manager will drive continuous improvement initiatives, foster a collaborative team environment, and implement best practices to optimize service delivery. By leveraging their expertise in IT service management, the Service Desk Manager will contribute to the overall success of the IT department and support the organization’s strategic goals.

Responsibilities and Experience:Job responsibilities include:

• Oversee Daily Operations: Manage the day-to-day operations of the service desk, ensuring efficient and effective support for all IT-related issues.
• Maintain ITSM Tools: Ensure the IT Service Management (ITSM) tools are properly configured, maintained, and optimized to support service delivery and incident management processes.
• Manage External Helpdesk: Coordinate and manage the relationship with external helpdesk providers, ensuring they meet service level agreements (SLAs) and deliver high-quality support.
• Incident and Problem Management: Oversee the incident and problem management processes, ensuring timely resolution and root cause analysis to prevent recurrence.
• Team Leadership: Lead, mentor, and develop the service desk team, fostering a culture of continuous improvement and high performance.
• Performance Monitoring: Monitor and report on service desk performance metrics, identifying areas for improvement and implementing corrective actions as needed.
• Customer Service: Ensure a high level of customer satisfaction by providing timely and effective communication and support to end-users.
• Process Improvement: Identify and implement process improvements to enhance service desk efficiency and effectiveness.
• Training and Development: Develop and deliver training programs for service desk staff to ensure they have the necessary skills and knowledge to perform their roles effectively.
• Compliance and Security: Ensure all service desk activities comply with organizational policies, procedures, and security standards.

Requisite experiences include:

• A Bachelor’s degree is required; an advanced degree or ITIL certification is desirable.
• 5-10 years of experience in Information Technology.
• A proven track record of leading technology initiatives, managing technical staff, collaborating with business leaders, and being able to work in complex environments.
• Comfortable working in a team environment.
• Strong technical acumen, leadership/managerial skills, and strong interpersonal skills.
• Personal and professional integrity, strong communication skills, and an excellent professional appearance and presentation.
• Ability to interact with and effectively present information to employees, management, and customers.
• Demonstrated ability to design, document, and implement effective processes.

Personal Characteristics:

• Impeccable integrity and ethical standards.
• High energy, bias for action, and personal accountability for results through a resourcefulness that figures out how to drive action and achieve results creatively with finite resources.
• An ambitious self-starter who is comfortable working in an entrepreneurial yet collaborative and fast-growing business, with high ability for flexibility and adaptability to manage abstract situations.
• Strong leadership skills.
• Team player at leadership levels to collaborate with business groups and functional partners like IT, finance, HR, legal, etc.
• Excellent operational management and technical skills.
• Excellent communication and listening skills that allows the 'voice of the customer' to understand the company's culture.
• Strategic mindset and problem-solving skills.

Other:

Location: Tampa, Florida
Reports to: VP – Service Delivery
Compensation: Competitive
Other Benefits: medical, dental, and vision coverage, competitive PTO, sick days, and holidays, 401k matching.