Overview: 

We are looking for an experienced IT Service Desk Manager to lead our service desk team and ensure the delivery of high-quality technical support services. The ideal candidate will have a proven track record of developing and managing high performing IT service desk teams and building strong relationships with key stakeholders including Executive Management. The successful candidate will be responsible for managing daily service desk operations, improving service delivery processes, and driving continuous improvement to meet the evolving needs of our organization. This role will require periodic overnight travel to company locations.

Responsibilities:

1. Team Leadership:
   • Lead, manage, and mentor the IT service desk team, including training, professional development, and performance management.
   • Manage staff shifts and on-call schedules to ensure adequate support coverage during and after hours.
   • Foster a collaborative and customer-focused team culture.
     
2. Service Delivery:
   • Oversee the daily operations of IT service desk, ensuring timely and efficient resolution of user issues.
   • Develop and implement service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve service quality.
   • Monitor and report on service desk performance, identifying trends and areas for improvement when necessary.
     
3. Technical Support:
   • Provide advanced troubleshooting, coordinate with other IT teams to resolve complex technical issues, and ensure root cause analysis is performed.
   • Manage hardware and software installations, configurations, upgrades, and end user device patching.
   • Ensure maintenance of accurate and up-to-date documentation, including a comprehensive knowledge base.

4. User Support:

• Ensure a high level of customer service and support is provided to all users.
• Effectively manage user expectations and address escalated user complaints and service issues promptly.
• Build and maintain strong relationships with key stakeholders including Executive Management.
  

5. Technology Management:
   • Manage service desk tools and technologies, ensuring they are up-to-date and aligned with business needs.
   • Collaborate with IT teams to implement new technologies and upgrades.
     
6. Strategic Planning:
   • Identify opportunities for service improvement and implement changes to enhance service delivery.
   • Contribute to the development and execution of IT strategies and initiatives.
   • Stay current with industry trends and emerging technologies to recommend enhancements and upgrades.

Qualifications:

• 5 or more years of experience in IT service desk management or a similar role.
• Strong leadership and team management skills.
• Exceptional customer service, communication, and time management skills.
• Experience with IT service management tools such as Fresh Services, Manage Engine, Service Now or similar.
• Demonstrated strategic thinking, problem-solving, and decision-making abilities.
• Strong understanding of business functions and how technology can strategically support those functions.
• Ability to independently prioritize competing initiatives and manage multiple tasks simultaneously in a fast-paced environment.
• Strong understanding of IT infrastructure, systems, and applications, with ability to support end user devices such as laptops and iPhones,
• Bachelor’s degree in computer science, Information Technology, or a related field preferred.
• Experience with implementing IT Service Management (ITSM) standards and processes preferred.
• Relevant certifications such as ITIL or equivalent preferred.
• Bilingual (Spanish) preferred.