Service Desk Manager

Title: Service Desk Manager

Location: 3-4 days a week onsite in Zionsville, IN

Duration: 6 month Contract, possible extensions

Responsibilities:

• Team Management:
• Lead, mentor, and manage a team of Tier One and Tier Two support technicians.
• Conduct regular performance reviews and provide feedback.
• Develop and implement training programs to enhance team skills and knowledge.
• Service Delivery:
• Oversee daily operations of the service desk to ensure timely and effective resolution of support requests.
• Monitor and manage service desk performance metrics and KPIs.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Process Improvement:
• Identify areas for process improvement and implement best practices.
• Collaborate with other IT teams to streamline workflows and enhance service delivery.
• Utilize ServiceNow to automate and optimize service desk processes.
• Customer Support:
• Act as an escalation point for complex or high-priority issues.
• Maintain strong relationships with clients and stakeholders.
• Ensure customer satisfaction through proactive communication and follow-up.

Must-Have Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5 years of Service Desk management.
• Strong leadership and team management skills.
• Proficiency in using ServiceNow or similar IT service management (ITSM) tools.
• Ability to Identify opportunities for automation by reviewing ticketing trends
• Proficiency with Microsoft stack
• Autopilot, Intune, Office 365, Entra and Machine Windows
• Excellent communication and interpersonal skills.
• Ability to handle high-pressure situations and manage multiple priorities.

Plusses:

• ITIL certification or other relevant certifications.
• Experience with remote and onsite support environments.
• Knowledge of network and system administration.
• Familiarity with cybersecurity best practices.

Day-to-Day Summary:

• Morning:
• Review and prioritize incoming support tickets.
• Conduct a team meeting to discuss daily goals and any ongoing issues.
• Monitor service desk performance metrics and address any immediate concerns.
• Midday:
• Assist technicians with complex or escalated issues.
• Collaborate with other IT teams to resolve cross-functional problems.
• Work on process improvement initiatives and documentation.
• Afternoon:
• Conduct one-on-one meetings with team members for performance feedback and coaching.
• Review and update training materials and programs.
• Ensure all support requests are addressed within SLAs and follow up with clients as needed.
• End of Day:
• Prepare a daily report on service desk performance and key metrics.
• Plan for the next day’s activities and any upcoming projects.
• Address any remaining high-priority issues before the end of the day.

Compensation:

$35/hr to $60/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.