Service Desk Manager

Cockeysville, MD 21030

Posted: 10/16/2020 Employment Type: Permanent Industry: Broadcasting Job Number: 2020-57 Pay Rate: $110,000 - $115,000 Type: Permanent

Job Description

Client located in Baltimore, Maryland has a need to hire a Service Desk Manager with experience leading and managing a 24x7x365 Service Desk team of 14 Service Desk Technicians.  The Service Desk Manager will be part of the management team, overseeing the operations of their enterprise level IT Service Desk.  This role will report to the Sr. Director of Security and Customer Experience. This team is comprised of Technicians providing 24x7 coverage of front-line customer support needs. The IT Service Desk Manager must have a strong customer service background coupled with technical skills in all aspects of desktop support, network connectivity, computer operating systems, mobile devices, desktop hardware, and software applications.

  • U.S. Citizens and those authorized to work in the U.S. are encouraged to apply.
  • Our client is unable to provide H1B Visa sponsorship at this time.
  • Unable to provide relocation assistance
  • Unable to work C2C or with third party vendors

Remote & Return to-Work:

  • This is a remote position at this time.
  • Candidate will be expected to RTO onsite when restrictions are lifted.

Job Requirements

Education:

  • 4-year college degree – required

 Certifications:

  • ITIL Foundations certification preferred.

 Required:

  • 3+ years managing high-volume Service Desk team
  • Experience with Call Center Software (Five 9 is preferred)
  • Experience resolving issues with desktop support, network connectivity, various operating systems, mobile devices, desktop hardware and software.
  • Strong organizational and operational experience
  • Excellent communication skills – verbal and written

 Technical Skills:

  • Prior supervisory/management experience leading a Service Desk team.
  • 8+ years of relevant work experience in Information Technology
  • 3+ years of experience managing a 24x7 high-availability environment
  • Desktop support, network connectivity, computer operating systems, mobile devices, desktop hardware, and software applications.
  • Demonstrated understanding of desktop hardware and software.
  • Demonstrated knowledge of effective Information Technology Service Management (ITSM) best practices with proven execution.
  • Demonstrated understanding of ServiceNow preferred.
  • Call center software (e.g., Five9) experience preferred.
  • Demonstrated ability to guide team members in troubleshooting, issue resolution, or escalation.
  • Relevant experience within a high operational tempo call center, IT help desk, or network operations center (NOC).
  • Ticket management and major incident management at an enterprise scale.
  • Process improvement and performance optimization experience preferred.
  • Gathering data, statistical analysis, and reporting of metrics (i.e., KRIs, KPIs) for IT operations
  • Executive presence and demonstrated experience in leadership, coaching, empowering, and recognizing others.
  • Proven aptitude for strategic decision making, planning, vision, and governance for customer experience and IT support operations.
  • Exceptional collaborator with ability to influence.
  • Vision for and execution of creating a high-performance team.
  • Proven ability to professionally communicate clearly and effectively both verbally and in writing to technical and non-technical audiences.
  • Proven ability to organize multiple priorities and manage projects and team to achieve deliverables that meet or exceed agreements and expectations.
  • Develop, improve, and implements processes and support structures to maintain exceptional service and ensures that the needs of the organization are understood and met.
  • Sound judgment and conflict resolution skills.

 Technical Skills --- Major Plus – Not Required:

  • Broadcast or Media and Entertainment experience (nice to have).

 Daily Responsibilities:

  • Articulate, implement, and manage a vision and end state of the IT Service Desk.
  • Develop, execute, and hold staff accountable for policies and procedures that include incident identification, documentation, assignment, management, and escalation.
  • Identify, recommend, develop, and implement end user and Service Desk staff knowledge articles, guides, and/or training programs to increase computer literacy and self-sufficiency.
  • Track and analyze trends in Service Desk requests; generate statistical reports to identify problem areas; devise and deliver solutions to enhance quality of service and/or department recommendations and changes.
  • Build customer experience objectives into team and individual goals and ensure accountability.
  • Successfully prioritize customer experience considerations into decisions and tasks.
  • Reconcile monthly account management actions.
  • Perform IT general control (ITGC) auditing actions as requested by internal and external audit teams.
  • Serve as an escalation point and incident manager.
  • Perform special projects and other duties as assigned.

Additional Information

  • U.S. Citizens and those authorized to work in the U.S. are encouraged to apply.
  • Our client is unable to provide H1B Visa sponsorship at this time.
  • Unable to provide relocation assistance
  • Unable to work C2C or with third party vendors

Compensation:

This is a direct hire position with full benefits.

Resume Submittal:

Please submit your resume in MS Word format to resumes@profoundjobs.com.

 

 

Meet Your Recruiter

Marie Mikelson
President | HeadHunter | Technical Recruiter

 

Marie is a native Houstonian and has put her energy in building ProFound’s business relationships. She has specialized in IT and software development recruiting in the Houston area since 1999. You will often hear Marie tell people to “get-into-our-circle” because she knows people, companies and she’s working on new jobs all the time. As a professional networker, Marie practices good habits in business development, recruiting, customer service, working with a sense of urgency to help people. She believes in having a foundation of long term relationships in order to be a successful Business Owner, Recruiter and Business Developer.

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