Service Desk Manager - Hybrid schedule

CPI Card Group; Nashville (TN); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is looking for a dedicated Service Desk Manager to enhance user experience and deliver top-notch support services. This role involves leading a team to manage service requests, incidents, and problems while collaborating with various departments to improve technology and self-support capabilities. The ideal candidate will have a strong background in service management, excellent communication skills, and a passion for customer service. Join a company that values innovation and offers a comprehensive benefits package, including health insurance and tuition reimbursement, while working in a supportive and inclusive culture.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with company match

Tuition Reimbursement

Vacation and Holiday Pay

Life Insurance

Short Term Disability

Long Term Disability

Critical Illness Insurance

Qualifications

• 5+ years in IT service management with leadership experience.
• Strong communication and problem-solving abilities required.

Responsibilities

• Oversee service desk operations focusing on end-user experience.
• Develop strategies to improve and automate service desk processes.
• Conduct user training sessions and create documentation.

Skills

Service Management Leadership

Communication Skills

Problem-Solving Abilities

Team Management

Customer-Focused Mindset

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 experience.
• 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, where the following is required: 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.