Service Desk Manager

Pure Infusion Suites • Taylorsville, UT

1d • Hybrid

About The Position

The service desk manager is responsible for managing the service desk's daily operations, representing the IT Department ServiceDesk team, and ensuring that the service desk continuously improves by developing new service strategies.
Lead the IT support team, manage daily operations, and ensure efficient, high-quality technical support that aligns with business goals, bridging users and IT by overseeing incident resolution, performance, and continuous service improvement.
They do this by managing staff, setting procedures, monitoring metrics (like resolution time, satisfaction), handling escalations, and acting as a liaison with senior management and other departments to enhance user experience and operational effectiveness.
Reasonable accommodations may be made to enable individuals with disabilities to perform their essential functions.

Requirements

• Expertise in people management and leadership with strong organizational skills
• Must have comprehensive knowledge of computers in general as well as current Microsoft Windows Operating Systems, Microsoft Office Suite products, and the Internet
• Capacity to train and guide junior team members
• Ability to manage and prioritize tasks efficiently
• Solid resource planning and problem-solving skills
• Readiness to demonstrate a proactive attitude
• Excellent verbal and written communication skills
• Demonstrated technology troubleshooting skills and critical thinking
• Demonstrated experience and understanding of current client computing hardware components and their interrelationships for PC, Android, IOS, and macOS, platforms
• Competency in working with people of various cultures
• Ability to maintain confidentiality
• Prioritization and multi-task skills are requiredProficient with Microsoft Office Suite or related software.
• Bachelor's degree in technology or related field AND four ( 4) years experience managing Service Delivery or Desktop Support organizations.
• Or eight (8) years experience operating a Service Delivery or Desktop support organization.
• Or have any equivalent combination of experience or education from which comparable knowledge, skills, and abilities have been achieved.
• Authorized to work in the USA.

Nice To Haves

• Any certifications relating to software applications, technology infrastructure, and service delivery are an advantage
• The ITIL (Information Technology Infrastructure Library) certification is a plus.
• Experience with ManageEngine ServiceDesk is a plus.
• Current human resources and/or compensation credentials or certification preferred.

Responsibilities

• Lead the IT support team
• Manage daily operations
• Ensure efficient, high-quality technical support that aligns with business goals
• Oversee incident resolution
• Monitor performance
• Ensure continuous service improvement
• Manage staff
• Set procedures
• Monitor metrics (like resolution time, satisfaction)
• Handle escalations
• Act as a liaison with senior management and other departments to enhance user experience and operational effectiveness.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees