Manager, IT Service Desk | On-Site, Kansas City
About The Position
The Manager, IT Service Desk leads a technical support team and oversees customer service operations, ensuring technical issues are resolved effectively and promptly. The role manages a global team of service desk administrators providing technical support, including hardware provisioning, repair, upgrades, maintenance, current and future projects, and team performance. The manager collaborates with IT Desktop Administration, Enterprise Core Infrastructure and Network, Enterprise Web Applications/Development teams, and stakeholders across the enterprise to manage and deliver service desk support. The position requires technical expertise, leadership, customer service experience, and a problem-solving mindset to motivate the team and achieve business objectives. The role is based in the Kansas City metro area and requires reporting to the office five days per week.
Requirements
- Bachelor's degree in Computer Science or Information Technology, or a combination of education and experience in lieu of a degree in a related field.
- At least 4 years of Information Technology management experience.
- At least 7 years of expertise in technical support, customer service, and troubleshooting environments.
- Proven work experience managing a service desk support team.
- Excellent verbal and written communication skills, including the ability to present project status or productivity reports to executive leadership.
- Hands-on experience with service desk support and remote control software.
- Solid technical background and ability to give instructions to a non-technical audience.
- Customer-service orientation, a problem-solving attitude, and willingness to support.
- Strong team and performance management skills.
- Must be a U.S. citizen.
Responsibilities
- Manage the service desk team and evaluate performance.
- Ensure customer service is timely and accurate on a daily basis.
- Recruit, train, develop, and support help desk representatives and technicians.
- Set specific customer service standards.
- Improve customer support by responding to queries and handling complaints.
- Establish and develop best practices across the technical support process.
- Follow up with customers to identify areas for improvement.
- Develop daily, weekly, and monthly reports on help desk team productivity.
- Provide customer feedback to appropriate internal teams, such as product developers.
- Partner cross-functionally to implement improvements that resolve ongoing issues.
- Use performance analytics reports to maintain optimal service desk performance.
- Manage personnel coverage, time-off requests, and delegation of projects or tasks.
- Provide constructive performance feedback to individuals and groups on the quality and effectiveness of their work.
- Improve performance and output by assessing patterns of success and failure.
Benefits
- Employee Resource Groups supporting the company's inclusive values.
- Work/life balance.
- Professional training resources.
- Creative problem-solving and opportunities to tackle unique, complex projects.
- Volunteer opportunities through Optiv Chips In.
- Technology and tools to work remotely from home where applicable.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
