What are the responsibilities and job description for the IT Service Desk Manager position at Lensa?
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The position is described below. If you want to apply, click the Apply button at the top or bottom of this page. You'll be required to create an account or sign in to an existing one.
If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (careers@crcgroup.com?subject=Accommodation request) (accommodation requests only; other inquiries won't receive a response).
Regular Or Temporary
Regular
Language Fluency: English (Required)
Work Shift
1st Shift (United States of America)
Please Review The Following Job Description
We are seeking a highly motivated and customer-focused IT Service Desk Manager to lead our IT Support Team. This is a hands-on leader responsible for ensuring exceptional service delivery, managing day-to-day operations of the IT Service Desk. This role is pivotal in maintaining high levels of customer satisfaction, aligning IT services with business needs, and fostering a culture of responsiveness, accountability, and continuous improvement. The manager will oversee the on-shore and off-shore IT Service Desk teammates, manage escalations, and act as the primary liaison between IT and business stakeholders. The ideal candidate combines strong technical knowledge with outstanding leadership and communication skills.
Key Responsibilities
Service Desk Operations
CRC Group supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. CRC Group is a Drug Free Workplace.
EEO is the Law (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) Pay Transparency Nondiscrimination Provision E-Verify (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf)
Join CRC Group, a leader in specialty wholesale insurance, and take your career to new heights. We're a dynamic team dedicated to innovation, collaboration, and excellence.
Why CRC Group?
We seek passionate individuals who thrive in a fast-paced, collaborative environment. If you value integrity and are driven to succeed, CRC Group is the place for you.
If you have questions about this posting, please contact support@lensa.com
The position is described below. If you want to apply, click the Apply button at the top or bottom of this page. You'll be required to create an account or sign in to an existing one.
If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (careers@crcgroup.com?subject=Accommodation request) (accommodation requests only; other inquiries won't receive a response).
Regular Or Temporary
Regular
Language Fluency: English (Required)
Work Shift
1st Shift (United States of America)
Please Review The Following Job Description
We are seeking a highly motivated and customer-focused IT Service Desk Manager to lead our IT Support Team. This is a hands-on leader responsible for ensuring exceptional service delivery, managing day-to-day operations of the IT Service Desk. This role is pivotal in maintaining high levels of customer satisfaction, aligning IT services with business needs, and fostering a culture of responsiveness, accountability, and continuous improvement. The manager will oversee the on-shore and off-shore IT Service Desk teammates, manage escalations, and act as the primary liaison between IT and business stakeholders. The ideal candidate combines strong technical knowledge with outstanding leadership and communication skills.
Key Responsibilities
Service Desk Operations
- Oversee daily operations to ensure timely resolution of incidents and requests.
- Implement ITIL best practices for incident, problem, and request management.
- Monitor service desk metrics (response times, resolution rates, customer satisfaction).
- Manage escalated support issues requiring on-site presence, including complex troubleshooting, patching, and hardware/software re-installations.
- Promote a customer-first mindset across the team
- Lead, mentor, and develop the service desk team to deliver high-quality support and advance team objectives.
- Partner with IT Support vendors, and outsourced partners to ensure service excellence.
- Identify, develop, and communicate new technology standards and best practices.
- Identify opportunities to streamline workflows and enhance efficiency.
- Drive automation and self-service initiatives.
- Maintain documentation of procedures, FAQs, and knowledge base articles.
- Ensure compliance with IT security standards, policies, and procedures.
- Serve as the primary point of contact for all IT service requests, incidents, and communications with internal and external customers.
- Ensure customer satisfaction by delivering excellence in IT products and services, and by consistently demonstrating a professional, positive, and approachable attitude.
- Champion customer service excellence by ensuring all interactions are empathetic, professional, and solution oriented.
- Proactively seek out unmet business needs and propose technology-based solutions that enhance user experience and business outcomes.
- Gather feedback to continuously improve service quality.
- Act as the technical and communications liaison between IT, business partners, users, and senior management.
- Participate in IT steering committees and project teams as required.
- Empathetic leader who inspires trust and accountability.
- Analytical thinker with a focus on problem-solving and continuous improvement.
- Skilled at balancing technical priorities with customer satisfaction.
- Adaptable and resilient in managing change.
- Partner with infrastructure, applications, cybersecurity, and regional IT teams to resolve IT issues.
- Communicate effectively with executives and stakeholders across diverse geographies.
- Align service desk operations with enterprise IT strategy and business objectives.
- Bachelor's degree and 5-10 years of related experience, or equivalent combination.
- Strong knowledge of ITIL framework and ServiceNow
- Proven experience in technical management, data governance, and service desk operations.
- Strong knowledge of current IT hardware, systems software, and trends.
- Mastery with MS Products such as M365, Active Directory, Azure, MS Office Suite, is required.
- Demonstrated ability to analyze situations, evaluate alternatives, and implement robust solutions.
- Strong written and verbal communication skills, with fluency in English.
- Customer- and business-focused mindset with a commitment to service excellence.
- Strong problem-solving and analytical skills; ability to work independently and exercise sound judgment.
- Adaptability to change and willingness to be held accountable for commitments.
- Ability to manage personnel with minimal supervision and work effectively in a team environment.
- Sensitivity in handling confidential information and strong organizational skills.
CRC Group supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. CRC Group is a Drug Free Workplace.
EEO is the Law (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) Pay Transparency Nondiscrimination Provision E-Verify (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf)
Join CRC Group, a leader in specialty wholesale insurance, and take your career to new heights. We're a dynamic team dedicated to innovation, collaboration, and excellence.
Why CRC Group?
- Growth: Advance your career with our learning and leadership development programs.
- Innovation: Work in a forward-thinking environment that values new ideas.
- Community: Be part of a supportive team that celebrates success together.
- Benefits: Enjoy competitive compensation, health benefits, and retirement plans.
We seek passionate individuals who thrive in a fast-paced, collaborative environment. If you value integrity and are driven to succeed, CRC Group is the place for you.
If you have questions about this posting, please contact support@lensa.com