IT Service Desk Manager

IT Service Desk ManagerLocation:Wilmington, Massachusetts2406493The Information Technology department is seeking an experienced professional IT Service Desk Manager to join our IT Service Desk team. The IT Service Desk Manager plays a pivotal role in overseeing the day-to-day operations of the IT service desk team, ensuring the delivery of high-quality technical support to end-users, and maintaining efficient IT service desk processes. This position involves supervising and mentoring service desk technicians and serving as an escalation point for complex technical issues. The IT Service Desk Manager also contributes to process improvement initiatives, monitors service desk performance metrics, and collaborates with other IT teams to enhance service delivery.Responsibilities:

Supervise and lead a team of IT service desk technicians, providing guidance, coaching, and performance feedback to ensure team effectiveness and productivity.

Coordinate IT service desk activities, including ticket triage, assignment, and monitoring, to ensure SLA targets are met and service levels are maintained.

Serve as a point of escalation for complex technical issues, conducting in-depth analysis and troubleshooting, and collaborating with other IT teams to facilitate resolution.

Develop and maintain IT service desk procedures, documentation, and knowledge base articles, ensuring accuracy, relevance, and accessibility for technicians and end-users.

Monitor and analyze service desk performance metrics, identifying trends, areas for improvement, and opportunities for optimization, and implementing solutions, as necessary.

Participate in IT projects and initiatives related to service desk enhancements, system upgrades, tool implementations, and process improvements, ensuring alignment with organizational goals and objectives.

Foster a culture of continuous improvement and customer service excellence within the service desk team, promoting best practices, knowledge sharing, and professional development opportunities.

Collaborate with IT management and Business, to address service desk-related issues, implement service improvements, and support business objectives.

Ensure compliance with IT policies, procedures, and security standards are being met by the team.

QualificationsRequirements:

Bachelor’s degree in information technology, Computer Science, or IT related field preferred.

Certifications such as CompTIA A+, ITIL, or HDI Support Center Team Lead are a plus.3+ years of experience in IT Management role, preferably in a Service Desk supervisory role

Strong technical expertise in troubleshooting hardware, software, and network issues, with proficiency in ITIL best practices and service management methodologies.

Excellent leadership, communication, and interpersonal skills, with the ability to motivate, inspire, and develop a team of IT professionals.

Strong executive presence - able to develop relationships with all levels of stakeholders across the company and adjust communication preferences accordingly

Proven ability to manage multiple priorities, delegate tasks effectively, and make sound decisions under pressure.

Benefits & Perks:401K with Company Match, Profit Sharing, Health Insurance, Employee Assistance Program, Life Insurance, Paid Time Off, Tuition Reimbursement, 30% Employee Discount, Employee Referral Bonuses.UniFirst is an international leader in garment & Uniform services industry. We currently employ over 14,000 team partners who serve 300,000 business customer locations throughout the U.S., Canada, and Europe.We were included in the top 10 of Selling Power magazine’s “Best Companies to Sell For” list and recognized on Forbes magazine’s “Platinum 400 – Best Big Companies” list. As an 80-year old company focused on annual growth, there’s never been a better time to join our team.UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination lawsUniFirst is an equal employment/affirmative action employer. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to TalentAcquisition@unifirst.com or call to let us know the nature of your request.UniFirst Recruiters and/or representatives will not ask job seekers to provide personal financial information when submitting a job application. Please be vigilant as such requests for information may be fraudulent.UniFirst is an equal opportunity/affirmative action employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to TalentAcquisition@unifirst.com orcall 800-347-7888 to let us know the nature of your request.UniFirst Recruiters and/or representatives will not ask job seekers to provide personal financial information when submitting a job application. Please be vigilant as such requests for information may be fraudulent.