IT Service Desk Manager

Job Summary:

This role oversees and manages all aspects of IT support, including our service desk team members, IT Support, and AV Specialists. In addition to managing support operations, the successful candidate will be responsible for leading IT projects to enhance our systems, and services. To ensure efficient performance of the support team, the creation, management, and monitoring of Key Performance Indicators (KPIs) are a must for this role.

Essential Functions:

• Team Management: Lead, mentor, and manage the service desk team members and IT support specialists (field technicians). Monitor performance metrics and KPIs to assess team productivity and effectiveness.
• Service Desk Operations: Oversee the day-to-day operations of the IT service desk, ensuring timely resolution of technical issues and service requests. This includes overseeing afterhours support. Implement best practices and standardized processes to streamline service delivery and improve efficiency.
• IT Policy Management: Ensures consistency of service delivery by enforcing standardized processes as well as creating & maintaining services desk KPIs.
• Service Level Agreement (SLA) Management: Prioritize and escalate incidents and problems as necessary to meet service level agreements (SLAs) and minimize downtime. Monitor all open issues and service requests to proactively meet the department SLAs. Provide regular executive summaries on service desk performance based on SLA adherence.
• Reporting and Documentation: Generate regular reports on IT department performance, project status, and key metrics. Maintain accurate and up-to-date documentation of IT systems, processes, and procedures.
• Customer Relationship Management: Build and maintain strong relationships with internal stakeholders and clients to understand their IT support needs and requirements. Act as a point of contact for escalated issues, providing timely updates and resolutions to ensure satisfaction.
• Project Management: Lead IT projects from initiation to completion, including project planning, resource allocation, risk management, and timely delivery.
• Asset Management: Lead the management of all IT Assets including proper life cycle management.
• Vendor Management: Collaborate with third-party vendors, negotiate contracts, and manage vendor relationships to ensure the delivery of high-quality IT products and services. Research required services and technology to drive efficiency throughout the Agency.
• All other duties as assigned.

Job Requirements and Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Minimum of 5 years of progressively responsible relevant experience in IT service desk management, including team leadership and project management.
• Strong leadership and team management skills, with the ability to motivate and inspire team members to achieve performance goals Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Excellent communication and interpersonal skills, with the ability to effectively interact with internal stakeholders, clients, and third-party vendors.
• In-depth knowledge of IT service management (ITSM) frameworks such as ITIL, along with experience implementing and adhering to ITIL processes, preferred.
• Project management certification (e.g., PMP) is a plus.
• Experience working in a fast-paced environment with a strong customer service orientation.

Working Environment Conditions/Requirements:

• The ability to push, pull, lift, up to 50lbs. with or without accommodations.
• Must be able to stand and or walk for extended periods of time.
• The ability to bend, reach and grasp throughout the workday.
• The ability to travel between all of North Georgia locations as required.