Service Desk Manager

Global Lending Services • Greenville, SC

6d • Onsite

About The Position

The Service Desk Manager is responsible for the first level of support for the GLS Service Desk. This is a people-leadership position with direct reports located in Greenville, SC and Tempe, AZ.

Requirements

• A minimum of a bachelor’s degree is required.
• Minimum of 4 (four) years’ experience in a related IT field required.
• Working knowledge of networking protocols required.
• Working knowledge of hardware, software, network, OS interaction required.
• Experience with Microsoft 365 required.
• Ability to work well both independently and in a team environment.
• Skilled in providing customer service to technical and non-technical customers.
• Strong verbal and written communication skills.
• Ability to handle sensitive and confidential materials in a professional manner.
• Capacity to quickly learn and adapt to rapid changes in the technical environment.
• Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness.
• Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business.
• Commitment to exemplifying the organizational core values and key competencies.
• Demonstrated ability to motivate and lead a team - provide quality training, guidance, performance coaching and feedback to assigned staff.
• Excellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting priorities.
• Demonstrated ability to establish and enhance processes to improve business results.
• Ability to think strategically and deliver tactically.

Nice To Haves

• Microsoft Technology Associate or CompTIA A+ certification preferred.

Responsibilities

• Work problem tickets and service requests.
• Evaluate, prioritize, and resolve incoming requests for assistance from users.
• Handle escalations from employees.
• Triage and assign requests to team members.
• Investigate, diagnose, and resolve software and hardware problems, networking, and other computer related technologies and advise users on appropriate action.
• Log and track work using a problem management database and maintain historical records and related problem documentation.
• Build out knowledge base documentation to improve onboarding and training.
• Adhere to all Service Desk policies, standards, and procedures.
• Update and maintain company technical inventory.
• Manage the team across geographically dispersed locations.
• Train and mentor level 1 Service Desk employees.
• Exercise management authority concerning staffing, performance evaluations, promotions, salary recommendations, and terminations.
• Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company.
• Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers.
• Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management.
• Organize an on-call rotation schedule for your direct reports.
• Participate in the senior on-call rotation for incident management.
• Perform additional assignments as required by the needs of the company or as directed by management.

Benefits

• Competitive base pay and performance bonuses, dependent on role
• Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability
• 401K with employer match and 100% immediate vesting
• Paid Time Off (PTO) and paid company holidays to help you balance work and personal life
• Paid Volunteer Time Off (VTO) Annually
• Tuition Reimbursement
• Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Manager