Service Desk Manager

El Paso County•El Paso, CO

4d•Hybrid

About The Position

Responsible for ensuring the successful operation of the service desk, including incident management and request fulfillment activities, adherence to service level agreements, interfacing with management across all levels, setting outstanding customer service expectations, timely communication, root-cause analysis, performance and process improvement, performance monitoring and reporting, computer replacement and support, mobile device support, and audiovisual support. Employment is subject to the terms, conditions, and policies detailed in the Personnel Policies Manual (PPM). This position requires regular in-person presence as an essential job function.

Requirements

Bachelor's degree in computer science, information technology, or closely related field.
Four years of related professional experience may substitute for the required degree.
Five years of experience in a fast paced and complex IT service desk/call center operation, including monitoring and managing service desk queues.
Three years of supervisory or demonstrated leadership experience in an enterprise technology environment, including monitoring, benchmarking, and improving incident, request, and user satisfaction metrics.
Experience with ITIL-compliant service desk tools to support service desk activities.
Experience writing, implementing, and managing standard operating procedures, processes, and workflows.
Project management experience in computer lifecycle programs.
Advanced knowledge of a variety of computer and mobile hardware.
Advanced knowledge of computer systems and diagnostic methods.
Advanced knowledge of help desk software and personal computer support processes, tactics, and techniques.
Advanced knowledge of audio/video system components.
Advanced knowledge of end-point management, including security patching, imaging, and application deployment.
Must be an excellent leader, decision-maker, coordinator of critical issues, and maintain a solution focus in a fast-paced environment committed to unparalleled customer experience.
Must have the ability to communicate effectively with County staff, IT users, vendors, and employees at all levels, both verbally and in writing.
Must possess strong analytical, troubleshooting skills, and critical thinking skills.
Must have strong customer service and teamwork skills.
Ability to provide excellent customer service.
Must possess a high level of organizational skills, initiative, and attention to detail.
Ability to develop, implement, and manage standard operating procedures, processes, and workflows.
Ability to communicate effectively verbally and in writing in both technical and non-technical terms.
Ability to supervise and train others; ability to objectively review and evaluate the performance and work of employees.
Ability to communicate, motivate, and organize projects among a broad spectrum of personnel, frequently under deadline pressure.
Ability to perform project planning.
Maintain regular and punctual attendance.
Must possess and maintain a valid driver's license.
Must obtain and maintain Criminal Justice Information System (CJIS) Compliance within six months of employment based on regular access to the Sheriff's Office buildings, systems, and/or networks.

Nice To Haves

Experience with ServiceNow.
Experience supporting enterprise-scale end-user computing environments.
Experience leading endpoint management and device lifecycle programs.
Experience with automated endpoint deployment, provisioning, and management tools.
Experience supporting enterprise audio/ video systems and meeting room technologies.
Experience overseeing user administration, identity management, and access control processes.
ITIL and HDI certifications preferred.

Responsibilities

Manages and directs the work of employees performing a variety of activities associated with the service desk, including incident management, request fulfillment, full lifecycle of mobile and stationary endpoints and peripherals, business/productivity software, and audiovisual components.
Provides supervision, guidance, and training to assigned staff.
Determines ongoing training needs of staff and ensures proper training is provided.
Conducts performance evaluations and motivates employees to reach peak productivity and performance; participates in the hiring and disciplinary process.
Provides guidance and direction on complex issues.
Serves as the highest-level escalation point for a wide range of customer support, desktop support, mobile device support, audiovisual components, and broadcasting equipment service requests.
Investigates escalated incidents and ensures incidents are properly managed, resolved, documented, and closed.
Actively uses IT service management software system and recommends enhancements, upgrades, reports, dashboards, and modifications to ensure effective use of the information system.
Serves as the incident management practice owner seeking to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
Ensures all incidents are logged, prioritized, managed, and resolved within agreed-upon timeframes.
Optimizes the management of simple incidents through the use of self-help available in a knowledge base, automation, and standard scripts for first-line agents.
Works with the problem practice owner throughout the problem lifecycle, including classification, prioritization, and initiation of action, documentation of root causes, and implementation of remedies to prevent future incidents.
Designs, plans, and manages the computer replacement program, ensuring good user experience.
Researches, tests, and implements new personal computer and mobile device products, hardware, and software.
Makes recommendations for new product purchases to meet current and anticipated needs.
Monitors service delivery and service level agreements; analyzes service records and agreed-upon service levels, and identifies actions required to maintain or improve service levels.
Ensures tracking and monitoring of performance, metrics, and reports are analyzed and issues are resolved.
Coordinates with the Security Operations Center team to ensure the security of personal computers and mobile devices.
Prepares detailed project plans for personal computer and mobile device system solutions, including analysis, design, installation, maintenance, repair, and remote system management.
Serves as project manager as needed.
Participates in the management of production audiovisual systems for conference rooms and hearing rooms.
Performs other duties as required.