Senior Manager, Service Desk

Job Requisition: 6783

Senior Manager, Service Desk (Direct Hire)

Mentor, OHJob Requisition: 6783

Description for Senior Manager, Service Desk:

The Senior Manager, Service Desk is expected to maintain and enhance the 24 by 7 Service Desk operations in multiple locations around the globe to provide the best customer experience. This position will manage all Service Desk and Desktop Technician teams around the globe using operational best practices and the Information Technology Information Library (ITIL) model to provide professional and technical development to management and indirect staff.  A large portion of time is focused the operations of the Service Desk and Desktop Technicians in the areas of new hire recruiting, coaching, maintaining/enforcing standard operating procedures, improving quality of work/processes through automation, focusing on customer satisfaction, and eliminating non-value added processes. 

Responsibilities for Senior Manager, Service Desk:Managerial Responsibilities - 60%

  • Provides leadership and expertise in Service Desk operational best practices utilizing the ITIL reference model. 
  • Implemented and maintain Information Technology Service Management System (ITSM).
  • Strong and proven project management background.
  • Manages the professional and technical development of management staff by coaching, setting goals, and monitoring delivery and quality of work. 
  • Provides senior leadership to establish a strong team environment for optimal customer service. 
  • Responsible for new hire recruiting, conducts performance reviews/promotions, and provides guidance on improving deficiencies for staff.
  • Engage the appropriate IT resources for system outages or critical support incidents requiring immediate attention, including after hours.
  • Responsible for continuous ITSM improvements and elimination of non-value added processes.
  • Identify trends and communicate with the appropriate IT Management to eliminate reoccurring incidents.
  • Attend monthly IT Manager’s meeting and inform the Service Desk and Desktop Team of upcoming activities that would affect call volume or new IT processes.
  • Continually review and improve the on-boarding for Service Desk and Desktop Technician new hires.
  • Manages decision making daily relative to the operation teams.
  • Manage the growth of the IT knowledgebase for internal/external articles.
  • Determine resource allocation changes for adequate coverage for operating the Service Desk for all shifts globally.
  • Forecast and manage Service Desk departmental and Desktop technician teams operating budget and capital projects.
  • Provide third level management escalation when the on-call Service Desk phone is not answered.

Project Management - 25%

  • Develops IT Service Desk Strategy and ensure they align consistently with the overall company plan
  • Create and submit proposals and implement approved project plans.
  • Maintain project plans to meet defined deadlines.
  • Provide project status reports to senior management.

User/Administrative Support - 15%

  • Manages telephone support during high call volume from Global internal customers, determine when to create global issues/phone announcements for outages.
  • Manage escalated customer incidents and service requests assigned to the Service Desk and all IT business groups.
  • Manage the Service Desk policies and procedures relating to SOX (Sarbanes-Oxley) and standard operating procedures.
  • Interface with all functional groups within IT and be involved with various IT projects and Kaizen events.
  • Assist with various technical projects as assigned by IT Management both verbally or in writing.
  • Performs other functionally related duties as assigned.

Requirements for Senior Manager, Service Desk:

  • BS degree or higher in Information Technology or related technical field
  • 8 years IT Management experience in a global support call center 
  • Prior experience of implementing and maintaining Information Technology Service Management (ITSM) solution for a global organization.
  • Strong experience and understanding of Information Technology Infrastructure Library (ITIL) practices 
  • Experience in developing a long-term strategy of implementing and enhancing a global Service Desk model.
  • Prior experience in the implementation of ServiceNow or other similar cloud based ticketing software for service desk operations
  • Strong communication and presentation skills with the ability to effectively present ROI to senior leadership and crucial stakeholders
  • Strong project management skill set
  • Continuous Improvement mindset
  • Prior history leading direct and indirect reports in a global organization


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