Service Desk Manager - Hybrid schedule

CPI Card Group; Nashville (TN); On-site; USD 70,000 - 110,000; Full time

Job summary

An established industry player is looking for a dedicated Service Desk Manager to enhance user experiences and ensure high-quality support services. This role is pivotal in managing service requests, incidents, and problems while collaborating with various teams to resolve issues and improve technology capabilities. The ideal candidate will have a strong background in IT service management, excellent leadership skills, and a customer-focused mindset. Join a company that values innovation and offers a supportive work environment, where your contributions will significantly impact the overall service quality and user satisfaction.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) with company match

Tuition Reimbursement

Vacation and Holiday Pay

Long Term Disability

Short Term Disability

Accident Insurance

Qualifications

• Minimum 5 years in IT service management leadership roles.
• Strong communication and leadership skills required.

Responsibilities

• Oversee service desk operations focusing on user experience.
• Develop strategies to improve and automate service desk processes.
• Collaborate with IT and customer service teams for high-quality support.

Skills

Service Management

Leadership

Problem-Solving

Communication

Customer Service

ITIL Best Practices

Budget Management

Education

Bachelor's degree in Computer Science

Equivalent experience

Tools

Ivanti Service Manager

Jira Service Manager

Job description

Overview

We are seeking a dedicated and customer-focused Service Desk Manager to oversee and enhance the experience of our end users and ensure the delivery of high-quality support services. The ideal candidate will have a minimum of three years in a service management leadership role, leveraging technology to improve and automate service desk processes. This role involves proactively managing the team and processes for service requests, incidents, and problems, ensuring timely resolution. The candidate should be able to collaborate with IT, Shared Services, and Customer Service teams to identify and resolve recurring issues and improve end-user technology and self-support capabilities within the environment.

Responsibilities

• Oversee the day-to-day operations of the service desk with a focus on end-user experience.
• Develop and implement strategies to improve and automate service desk processes.
• Monitor service requests and incident queues to ensure timely resolution.
• Collaborate with IT, product development, and customer service teams to ensure a consistent, high-quality user experience.
• Manage and resolve escalated user issues and complaints.
• Conduct user training sessions and create user guides and documentation.
• Prepare reports on Service Desk performance, including SLA adherence, ticket resolution times, and customer satisfaction scores.
• Analyze user feedback and usage data to identify areas for improvement.
• Stay updated on industry trends and best practices in end-user and service desk technologies.
• Ensure compliance with company policies and industry regulations.

Qualifications

• Proven experience in leveraging technology to improve and automate service desk processes.
• Strong communication and leadership skills.
• Ability to manage hybrid employees working in multiple geographic locations.
• Excellent problem-solving abilities.
• Working knowledge of Ivanti Service Manager and Jira Service Manager is a plus.
• Understanding of SOX compliance and its implications for IT processes.
• Working knowledge of ITIL best practices.
• Ability to manage and maintain a working budget required to support CPI end-users.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Human-Computer Interaction, or a related field or equivalent experience.
• Minimum of 5 years of experience in a leadership role within IT service management.
• Leadership and team management.
• Excellent communication and interpersonal skills.
• Analytical and problem-solving abilities.
• Customer-focused mindset.
• Ability to work collaboratively across departments.

Physical Demands

• Must be able to remain in a stationary position (sitting or standing) a majority of the time.
• Occasionally move about inside the office to access cabinets and office machines.
• Constantly operates a computer.
• Works in indoor office conditions.

This role requires the ability to work from home in a virtual environment, with reliable high-speed internet access (hotspot not acceptable) and a dedicated distraction-free home work environment.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Company Overview

CPI Card Group is a payment technology company and leading provider of credit, debit, and prepaid solutions delivered physically, digitally, and on-demand. CPI helps our customers foster connections and build their brands through innovative and reliable solutions, including financial payment cards, personalization and fulfillment, and Software-as-a-Service (SaaS) instant issuance. Learn more at www.cpicardgroup.com.

Benefits

Competitive pay rates and an inclusive, empowering, and rewarding culture. Solid benefits package including Medical, Dental, Vision, Long Term Disability, Short Term Disability, Life Insurance, Accident Insurance, Critical Illness Insurance, FSA, HSA, Vacation and Holiday Pay, Tuition Reimbursement, and 401(k) with a competitive company match percentage.

CPI is an Equal Opportunity Employer, including disability/vets. A complete background including drug screen is contingent upon hire.