JOB TITLE: Manager, Service Desk Services

FLSA STATUS: Exempt

DEPARTMENT: Technology

REPORTS TO: SVP, Technology & Cyber Security Services

SUPERVISORY RESPONSIBILITIES: Yes

JOB LOCATION: Remote / Nashville, TN – Corporate Office

TRAVEL: 10%

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Team Leadership:
  • Provide leadership, guidance, and mentorship to the Service Desk team, fostering a culture of accountability, collaboration, and continuous learning.
  • Develop and maintain staffing plans, including recruitment, training, and performance evaluations, to ensure the team is equipped to meet service level objectives.
  • Conduct regular team meetings to communicate goals, initiatives, and performance expectations, and to gather feedback for process improvement.
• Service Desk Operations:
  • Oversee the day-to-day operations of the Service Desk, including incident management, request fulfillment, and problem resolution, ensuring adherence to established policies and procedures.
  • Monitor service desk performance metrics and KPIs to identify trends, areas for improvement, and opportunities for optimization.
  • Implement and maintain IT service management best practices, frameworks, and standards to enhance service delivery and customer satisfaction.
• Innovation:
  • Stay current with industry trends and emerging technologies.
  • Identify and implement innovative cloud solutions to enhance business processes.
  • Automate all aspects of operations (i.e., Infrastructure as code)
• Performance Monitoring and Improvement:
  • Establish key performance indicators (KPIs) and metrics to measure the team's effectiveness.
  • Implement a culture of continuous improvement, encouraging the team to learn from incidents and enhance processes.
• Problem-Solving and Decision-Making:
  • Encourage critical thinking and problem-solving skills within the team.
  • Make informed and timely decisions, considering the impact on both short-term goals and long-term strategy.
• Security and Compliance:
  • Establish and enforce security measures to safeguard cloud-based systems and data.
  • Ensure compliance with industry standards and regulations.
• Customer Service and Stakeholder Management:
  • Serve as the primary point of contact for internal stakeholders seeking technical assistance, ensuring timely and effective resolution of issues.
  • Develop and maintain strong relationships with key stakeholders across the organization to understand their needs and expectations, and to proactively address service-related concerns.
  • Collaborate with other IT teams and departments to facilitate the resolution of complex technical issues and to ensure alignment with organizational goals and objectives.
• Vendor Management:
  • Evaluate and manage relationships with cloud service providers.
  • Negotiate contracts and ensure optimal use of vendor services.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• Educational Background:
  • Bachelor’s degree in information technology, Computer Science, or a related field; or equivalent combination of education and experience.
• Experience
  • Proven experience in IT service management, with at least 5 years of experience in a leadership or managerial role overseeing a Service Desk operation.
• Technical Skills
  • Strong technical background with knowledge of ITIL framework, incident management, and service desk operations.
• Leadership Skills
  • Excellent communication skills, with the ability to effectively interact with diverse stakeholders and to convey technical information to non-technical audiences.
  • Demonstrated leadership abilities, including team building, coaching, and performance management.
  • Strong analytical and problem-solving skills, with the ability to analyze data, identify trends, and drive process improvements.

PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• ITIL certification is preferred.