IT Service Desk Manager, IT Shared Services

The IT Service Desk Manager, IT Shared Services, is responsible for ensuring an outstanding level of customer service to support company users through supervising the Service Desk activities and managing the technical support staff. Will be responsible for leading the Service Desk team in engaging in proactive planning and support, as well as organizing the Service Desk to be flexible and adaptable in meeting the changing needs of the organization. This person will increase the standard, establishing the Service Desk as the central point of contact for IT-related issues.

Essential Job Functions:

• Overall responsibility for the Service Desk and the activities associated with the identification, prioritization, and resolution of Service Desk requests.
• Responsible for leading the Service Desk Team in handling all ticket, phone, and in-person support to users across multiple business units.
• Provide daily supervision and direction to the team and act as a coach and mentor. Help staff prepare and execute development plans, including skills training and performance reviews.
• Ensure that all phases of support are properly coordinated, monitored, logged, tracked and resolved appropriately.
• Act as a liaison between the Network Administrators, and other IT staff, for the Service Desk.
• Handle escalated issues the Service Desk team is not equipped to handle.
• Provide hands-on support when necessary, to identify, troubleshoot and resolve hardware, software and network related problems experienced by end users.
• Establish service level agreements for internal clients and ensure service levels are achieved. Report on service level targets monthly.
• Develops and implements a phone/ticket escalation process to ensure free flowing escalation information within the organization.
• Manages process for communicating outage and emergency activities throughout the organization.
• Reviews feedback from client survey to improve services, tools and support experiences. Willingness to engage multiple business units to determine needs and align Service Desk accordingly.
• Continuous improvement and expansion of tasks Service Desk assumes responsibility over from other IT staff (e.g. Back-up monitoring done by Service Desk instead of Network Admins).
• Owns and regularly updates Incident Management Process
• Assists with acquisition cutovers as needed.

Relevant Skills

• Very high-level of self-awareness and desire to develop leadership capabilities.
• Ability to hold themselves and others accountable to high standards.
• Experience with coaching and developing staff.
• Experience identifying and resolving issues independently. Demonstrates a solid sense of accountability and sound personal judgement.
• Courage to take initiative in unfamiliar or ambiguous circumstances.
• Ability to gain alignment with different clients and represent a common point of view across multiple stakeholders.
• Excellent verbal and written communication
• Demonstrated creative thinking and problem-solving.
• Ability to manage projects and process improvement initiatives.
• Maintains a high level of confidentiality.

Requirements:

• Bachelor's Degree in Information Technology or related field.
• Seven (7) years of experience in IT Technical support with five (5) years in a management or supervisory capacity.
• Familiarity with the ITIL Foundations and practices.
• Experience implementing best practices within a Service Desk environment to improve overall quality of support to end users.
• Project management experience in relation to Service Desk activities preferred.
• Strong technical knowledge of network and PC operating systems.
• Exceptional customer service orientation.
• Travel to various local headquarter sites to meet with BU stakeholders.

About The Heritage Group

Founded in 1930, The Heritage Group (THG) is a fourth-generation family-owned business managing a diverse portfolio of companies specializing in heavy construction and materials, environmental services, and specialty chemicals. Companies within the THG portfolio include Heritage Environmental Services, Heritage Construction + Materials, and Monument Chemical. With more than 5,000 employees and 30 operating companies worldwide, THG aims to create a safer, more enriching, and sustainable world by harnessing the power of family.

The Heritage Group welcomes the diverse backgrounds, experiences, and perspectives of all to work together to accomplish our goals

Current Openings for IT Service Desk Manager, IT Shared Services Jobs at The Heritage Group