Manager, IT Service Desk (314A6226)

Infinite Campus•Minneapolis, MN

6d•$115,000•Onsite

About The Position

As a Manager of the IT Service Desk, your primary responsibility will be to oversee and lead the IT Service Desk team, ensuring that technical support services are delivered effectively and efficiently to internal staff. Your role will involve managing a team of technicians, providing guidance, coaching, and support to maintain high standards in service delivery. You will also handle day-to-day operations, ensuring that requests are responded to in a timely and accurate manner, and act as an escalation point for complex issues. This position requires you to implement best practices in service desk processes, including onboarding and offboarding, access and asset management, and knowledge sharing. Collaborating with other IT teams and departments is essential for cross-functional projects and initiatives, and you will play a critical role in maintaining service levels related to response times, ticket resolution, and customer satisfaction. The role also involves identifying areas for process improvement and automation to improve efficiency and customer experience.

Requirements

Degree in Information Technology, Computer Science, or a related field.
At least five years of experience in IT Service Desk management, ideally in a technology-oriented environment.
Leadership and people management skills.
Strong problem-solving abilities and decision-making skills.
Focus on exceptional customer service.
Solid technical background in troubleshooting hardware, software, and network issues.
Familiarity with systems like Microsoft Windows, macOS, Microsoft 365, Jira, and Confluence.
Effective communication and interpersonal skills.
Ability to work 100% onsite.

Nice To Haves

Experience with IT service management principles and best practices.
Ability to perform well under pressure.
Ability to manage multiple priorities.
Ability to maintain a structured approach to problem-solving.
Certifications like HDI or ITIL.
Customer-oriented mindset.
Proactive approach to identifying improvement opportunities.
Familiarity with process automation.

Responsibilities

Oversee and lead the IT Service Desk team, ensuring effective and efficient technical support services.
Manage a team of technicians, providing guidance, coaching, and support.
Handle day-to-day operations, ensuring timely and accurate response to requests.
Act as an escalation point for complex issues.
Implement best practices in service desk processes (onboarding/offboarding, access/asset management, knowledge sharing).
Collaborate with other IT teams and departments for cross-functional projects.
Maintain service levels related to response times, ticket resolution, and customer satisfaction.
Identify areas for process improvement and automation.