IT Service Desk Manager

The IT Service Desk Manager will contribute to the overall service delivery, incident/problem management, and support of all users and their computing environment. This role will work closely with internal clients to find solutions and maintain a superior level of user satisfaction.This hands-on manager role will report to the Head of IT Operations and work with all IT teams to assist in the implementation, management, and support of our critical business applications and systems.Our client operates a 24x7 production environment; on-call and off-hours support will be required.Responsibilities include:

• Manage a team of 10-15 Support Technicians nationwide
• Ensure availability and performance of all client applications
• Provide trend analysis regarding resource allocation
• Provide an quality end-to-end service delivery experience
• Document and establish mature policies and procedures that align with regulatory, governance, and risk management
• Manage troubleshooting and problem-solving front-end employee and client technology issues while coordinating other IT teams
• Oversee incident and problem management performance
• Act as liaison with regulators and auditors
• Drive desktop user experience innovation
• Develop schedules, shifts, and IT Projects/Initiatives for the team
• Access Governance and user onboarding/offboarding automation
• Provide professional mentorship to direct reports to ensure the IT Dept is well represented by the Service Desk
• Perform other duties as required and assigned

• 4+ years previous experience managing a medium/large team
• 10+ years in Information Technology, preferably in Helpdesk or the Service Desk
• Outstanding interpersonal and customer service skills
• Excellent communication skills, both written and verbal
• Strong leadership skills and the ability to take initiative, multi-task, and balance a large workload
• Ability to work on process and user centric projects
• Ability to establish a strong partnership with each of our business and corporate departments
• ITIL-ITOM/ITSM knowledge and experience
• Ability to multi-take and work in a fast-paced, agile, high-pressure environment
• Data Analytics experience
• Working knowledge of implementing and executing mature incident and problem management
• Knowledge of the following preferred, but not required: ServiceNow, Jira, Project, Office Suite, Access Governance Platforms/Tools, Scripting