RTS Service Desk Manager

Your Passion. Your Purpose.

If you’re here, you’re looking for something more. More opportunity, more impact, more purpose. At Rehmann, each and every one of our associates plays a pivotal role in the Firm’s success. When you join our team, you can count on exceptional support, encouragement, and guidance from your colleagues and from leadership.

No matter where you want to go in your career, Rehmann can help you get there. Whether you’re in the early stages of your professional journey or you’re further down your path, we’re focused on helping you achieve your goals – whatever they may be. When you join Rehmann, you are part of a culture that Puts People First and aims to help everyone reach their fullest potential. Let us show you all the ways we can Empower Your Purpose.

To learn more about Rehmann, visit: https://www.rehmann.com/careers/

Job Description:

The Service Desk Manager provides daily leadership, oversight, and escalation support to ensure exceptional service delivery for both customers and RTS team members. This role is accountable for maintaining service quality across reactive and proactive tickets, driving operational consistency, and supporting the development and performance of the service desk team.

Essential Duties/Responsibilities:

• Identify and capture ongoing client expectations for service delivery. Create or update client procedures and processes to be utilized by proactive and reactive service teams ensuring accurate delivery.
• Manage and monitor daily reactive and proactive client service requests for adherence to service level objectives. Work with RTS clients and team members to establish expectations, then prioritize and schedule issue resolution. Escalate service requests for clients based on established standards and delivery time frames.
• Research, resolve, and remedy concerns related to scheduling, prioritization, and workflow of client issues.
• Identify opportunities for service delivery improvements through adjusted processes, procedures and/or policy refinement.
• Manage the service desk team. Responsible for fostering a teamwork atmosphere, Manage daily resource coverage and support individual growth objectives including ongoing coaching, mentoring and feedback.
• Maintain a utilization of 50% towards assisting clients with managed services tickets after a training period, serving as an senior level support engineer
• Partner with project engineering, NOC, service alignment engineering and account management to provide technical recommendations and escalation insights.
• Ensure that client needs are responded to within stated service levels and in accordance with the RTS service level objectives, internal processes and procedures..
• Provide regular, rotational manager on-call coverage after hours and on weekends.
• Other duties as assigned to meet client and organizational goals.

Required Skills/Abilities:

• Ability to organize, manage, and interpret data that impacts client service delivery.
• Ability to train, mentor, and assist individuals in CSE technical role(s).
• Ability to lead and manage IT teams, with proven experience supervising technical staff and driving performance in an IT environment.
• Ability to innovate and evolve client service delivery by introducing effective tools/processes/procedures.
• Ability to foster and maintain multiple client relationships with a focus on service delivery excellence.
• Ability to provide supervision and act in a supportive role.
• Ability to effectively communicate, both written and verbally.
• Ability to manage multiple priorities and deadlines.
• Ability to work within Excel to analyze information and provide data as needed.

Education and Experience:

Education: High school diploma required. Associate’s degree preferred.

Experience: 4 years’ experience working directly with customers in an IT supportive role required. 4 years scheduling, coordination, or logistics experience and Sr. level technical experience preferred. 2-5 years’ experience in an IT management role responsible for team development preferred.

We Put People First in all that we do. Our associates are our greatest assets and we provide programs and benefits that encourage growth and development and align with their needs and goals. This includes benefits focused on physical and mental health, paid time off for volunteering and diversity-related activities, flexible work arrangements, and more.

When you join Rehmann, you become part of a firm dedicated to helping Empower Your Purpose, whatever it may be.

Rehmann is an Equal Opportunity Employer.