U.S. IT Service Desk Director

Lockton Companies; Kansas City (MO); On-site; USD 90,000 - 130,000; Full time

Job summary

Lockton Companies seeks a U.S. IT Service Desk Director to manage the service desk operations, ensuring excellent service delivery and team performance. The ideal candidate has strong leadership skills, experience in a financial institution, and the ability to foster a collaborative environment.

Benefits

Industry-leading health insurance

Opportunities for career growth

Qualifications

• Minimum 7 years of related experience, preferably at a financial institution.
• Strong capacity to build and work with teams and collaborate across functions.
• Must be well-organized and able to manage multiple teams.

Responsibilities

• Overseeing the service desk team and managing their performance.
• Developing and implementing service desk policies and procedures.
• Ensuring that service level agreements (SLAs) are met.

Skills

Problem-solving skills

Organizational skills

Analytical skills

Interpersonal skills

Communication skills

Job description

Kansas City, Missouri, United States of America

Kansas City, Missouri, United States of America

At Lockton, we’re passionate about helping our people achieve their ultimate potential. Our people are curious, action-oriented and always striving to make ourselves and those around us better. We’re active listeners working to ensure understanding and problem solvers developing innovative solutions. If you can see yourself delivering excellent service to clients, giving back to our communities and being a part of our caring culture, you belong here.

The U.S. IT Service Desk Director is responsible for managing the day-to-day operations of the service desk, including Level 1 support ensuring that customer service standards are met, and that the service desk team is providing timely and effective support to end-users. This role includes all Level 1 support. Key responsibilities of a U.S. IT Service Desk Director may include:

• Overseeing the service desk team and managing their performance
• Developing and implementing service desk policies and procedures
• Ensuring that service level agreements (SLAs) are met.
• Monitoring and analyzing service desk performance metrics.
• Identifying areas for improvement and implementing changes to enhance service delivery.
• Managing the escalation of complex or high-priority incidents
• Collaborating with other IT teams to ensure seamless service delivery.
• Providing regular reports to senior management on service desk performance.
• Help to manage overall prioritizations between production incidents/problems, release management, upgrades, and new application implementation.
• A point of escalation for customer incidents; ensuring the appropriate resources are engaged for timely action and proper traction.
• Lead and triage incidents and service requests assigned to team queues in the ticketing system of record.
• Track progress of assigned tickets with a focus on meeting delivery deadlines and SLA’s.
• Develop knowledge management database for employee self-service of incidents, and knowledge transfer between Service Desk teams.
• Balance the workload of service requests and the headcounts of support team.
• Continuous improvement for the ticketing system of record for better clarity of the requirement and to reduce processing cycle time.

Qualifications

The U.S. IT Service Desk Director should possess a combination of technical, managerial, and interpersonal skills. Some of the key skills required for a U.S. IT Service Desk Director include:

• Facilitate a strong team environment, support and guide staff in goal setting, career path planning and skills development.
• Interview, hire and train employees and contractors.
• Highly motivated and self-directed individual with the ability to drive process improvement.
• Minimum 7 years of related experience, preferably at a financial institution.
• Strong capacity to build and work with teams and collaborate across functions and breakdown silos.
• Strong business results orientation to understand business needs and deliver value and high-quality results.
• Strong problem-solving skills and experience performing cause and effect analysis.
• Strong organizational, problem-solving, and analytical skills.
• Must be well-organized and able to work on and manage multiple teams and concurrent projects.
• Working in a regulated environment, particular healthcare is helpful but not required.
• Manage administrative tasks in relation to team members (timecard approvals, Personal/Vacation requests, budget requests);
• Strong analytical and communication skills.
• Strong interpersonal and communication skills.

Equal Opportunity Statement

Lockton Companies is proud to provide everyone anequal opportunity to grow and advance. We are committed to an inclusive culture and environment where our people, clients and communities are treated with respect and dignity.

At Lockton, supporting diversity, equity and inclusion is ingrained in our values, and we believe that we are at our best when we fully embrace everyone. We strive to cultivate a caring culture that learnsfrom, celebrates and thrives because of ourbreadth of differences. As such, we recognize that recruiting, developing and retaining people with diverse backgrounds and experiences is vital and enabling our people to thrive personally and professionally is critical to our long-term success.

About Lockton

Lockton is the largest privately held independent insurance brokerage in the world. Since 1966, our independence has allowed us to serve our clients, take care of our people and give back to our communities. As such, our 12,500+ Associates doing business in over 140 countries are empowered to do what’s right every day.

At Lockton, we believe in the power of all people. You belong at Lockton.

How We Will Support You

At Lockton, we empower you to be true to yourself in all that you do. Your success is our success, and we provide opportunities to help you grow and create a rewarding career path, however you envision it.

We are ready to meet you where you are today, and as your needs change over time. In addition to industry-leading health insurance, we offer additional options to support your overall health and wellbeing.

Any Employment Agency, person or entity that submits an unsolicited resume to this site does so with the understanding that the applicant's resume will become the property of Lockton Companies, Inc. Lockton Companies will have the right to hire that applicant at its discretion and without any fee owed to the submitting Employment Agency, person or entity. Employment Agencies, who have fee Agreements with Lockton Companies must submit applicants to the designated Lockton Companies Employment Coordinator to be eligible for placement fees.