PURPOSE OF POSITION

The IT Service Desk Manager job was established to oversee and optimize the performance of the IT service desk within an organization. This role is critical in ensuring that end-users receive prompt and effective support, technical issues are efficiently resolved, and IT services align with business objectives.

ESSENTIAL FUNCTIONS

• Oversees the day-to-day operations of the service desk, ensuring the timely resolution of incidents, service requests, and inquiries.
• Implements and refines incident and problem management processes to swiftly and effectively address IT issues. Analyzes incident trends and patterns to identify underlying problems and implement preventive measures.
• Develops strategies to measure and improve customer satisfaction with IT services. Acts as a point of escalation for high-priority issues to ensure prompt resolution and customer satisfaction.
• Establishes and tracks key performance indicators (KPIs) for the service desk. Generates regular reports on service desk performance, analyzing data to drive improvements and optimize operations. Develops training programs for service desk staff to enhance technical skills, customer service, and problem-solving abilities. Ensures continuous learning and professional development opportunities for the team.
• Evaluates, implements, and optimizes IT service management tools to streamline service desk operations. Stays informed about industry trends and emerging technologies to enhance the effectiveness of the service desk.
• Ensures compliance with security policies and procedures in handling IT incidents and service requests. Collaborates with the security team to implement and reinforce security measures.
• Builds and champions positive and productive relationships with internal and external stakeholders. Drives internal and third-party service review meetings covering performance, service improvements, quality, and processes.
• Communicates complex written and verbal information and ideas to multidisciplinary stakeholders and is able to explain technical concepts to non-technical colleagues.
• Sets performance expectations, conducts regular evaluations, and provides feedback to enhance individual and team performance.
• Responsible for the leadership and evaluations of an IT support team including performance management, assignment of work; maintenance of work standards and progress, fostering a collaborative and customer-focused culture. Participates in recruitment, training, and appraisal as required.
• Solves complex problems using rigorous analysis and drawing information from various sources.
• Acts as an ambassador for IT, working across the organization to provide effective communication on IT support matters and build relationships with other teams to ensure effective dialogue between
• Maintains service levels to customers as per negotiated SLAs.
• Serves as a customer liaison to the IT Department for the creation of new site IT services.
• Serves as Senior Project Manager for the IT Department.
• Perform other duties as assigned by the Supervisor of Information Technology.

KNOWLEDGE & SKILL REQUIREMENTS:

SKILLS are required to perform multiple, highly complex, technical tasks with a need to upgrade skills to meet changing job conditions periodically. Specific skill-based competencies required to perform the job's functions satisfactorily include analytical, patient, and professional demeanor. Guiding others, leadership managing projects/programs, managing staff/performance monitoring activities, planning, and problem-solving.

KNOWLEDGE is required to have In-depth knowledge of IT infrastructure, hardware, and software systems, familiarity with a variety of operating systems (Windows, Linux, macOS) and their configurations, Proficiency in IT service management (ITSM) tools and ticketing systems, understand written procedures, write routine documents, speak clearly, and solve practical problems. Specific knowledge-based competencies required to perform the functions of the job satisfactorily include knowledge of designing and implementing IT service desk processes to ensure efficiency and adherence to best practices and familiarity with incident and problem management processes.

ABILITY is required to schedule activities; lead and inspire a team of IT support professionals, the ability to analyze complex technical issues and provide effective solutions; perform root cause analysis and implement preventive measures to avoid recurring problems; generate and analyze service desk reports for continuous improvement, adapt to evolving technologies and industry best practices, establish and monitor key performance indicators (KPIs) for the service desk team, effective decision-making skills and the capability to guide the team through challenges, convey technical information clearly and understandably, assess situations quickly and make informed decisions to resolve problems, empathize with users and effectively manage customer expectations, adapt to changing technologies, priorities, and business, handle unexpected situations and make quick adjustments to support evolving needs, work effectively with other departments and cross-functional teams.

Education Required: Bachelor’s degree with study in a job-related area or equivalent work experience.

Experience Required:

• Excellent verbal communication, problem-solving, and active listening skills.
• Minimum of five (5) years of IT Support experience.
• Computer skills including Microsoft Word, Excel, Outlook, and Internet.
• Interpersonal skills: ability to foster teamwork and motivate/coach others.
• Make optimum decisions under pressure and time constraints.

Other Qualifications:

SUPERVISION OF PERSONNEL:

Yes

PHYSICAL/MENTAL/ENVIRONMENT:

Physical Demands:

Activities: Sit 70%; walk stand 30%

Lifting: Some lifting up to 20 lbs.

Vision: Normal

Mental Demands: Interpret, analyze, organize, prioritize, evaluate, and problem-solve.

Environment: Normal office and classroom environment