Experience Inc. Jobs

Position Information

Functional TitleIT Service Desk Manager

Recruitment Category TypeStandard

Functional CategoryInformation Technology

GradeIT.10

FLSA StatusExempt

Requisition Number25-0033

Number of Vacancies1

Job LevelSection Manager

Job CodeN/A

Job Description Summary

Organization NameIT Infrastructure Services

Reports toDivision Manager, IT Customer Support Operations

Full or Part TimeFull Time

If Part Time how many hours per week

Regular or TemporaryRegular

Position End Date (if temporary)

Work Schedule

8-5 daily, hybrid position upon approval.

Position LocationLaurel

Position Summary Information

General Summary

This role is eligible for a hybrid schedule. Employee must report to the office at least 3 days per week.

This is a non-merit system, employment-at-will, long-term contract position.

TheIT Service DeskManageris responsible for managing the day-to-day operations of the service desk that provides end-user technology support services. Leads and oversees a team of IT professionals delivering quality customer service, ensuring staffing levels meet ever-changing workflow needs, operational reporting, and on-boarding/off-boarding support, in compliance with service level agreements.

Essential Functions

• Oversees daily volume of tickets generated from each client; helps to prioritize tickets across customer base to ensure timely resolution of issues with the highest impact on customer satisfaction

• Responsible for developing and documenting processes and procedures, particularly in a SLA -driven environment

• Participates in resource management meetings on a weekly basis to identify resource requirements across the department and to ensure optimal productivity levels are achieved by all technical resources each week

• Defines internal service desk performance indicators for quality assurance in support of customer-facing performance indicators and presents indicators to management

• Proactively manages communications pertaining to technical support, operations, changes, outages, and issues in a timely, professional manner

• Regularly communicates service performance levels to key stakeholders, including project executives, operations manager, and Interface Manager

• Serves as key point of contact on all matters related to the service desk including implementation of service desk strategy and initiatives, client and/or account team escalations, service desk reporting, service desk productivity, and service desk hours of coverage

• Supervises team leads, assigns duties, and prepares and delivers performance reviews

• Manages resources, including sourcing for contingent hiring, developing, and retaining high-performing staff

• Manages resources to achieve objectives and satisfy client requirements

• Promotes a collaborative working environment conducive to maximum employee morale, productivity, and efficiency/effectiveness

• Responsible for all human resource activities at the service desk

• Provides direction in complex problem-solving situations and participates in direct interaction with technical resources when required

• Ensures and drives an engaged culture

Other Functions

• Provides input on service desk policies and procedures that outline how problems are identified, documented, assigned, and corrected

• Provides recommendations for achieving standardization of computer hardware and software, and for other actions that will enhance and maximize the effectiveness of customer support

• Represents the Division Manager, IT Customer Support Operations, as necessary

Work Environment And Physical Demands

Business casual office setting

Required Knowledge, Skills, And Abilities

• Proven working experience as an IT manager or relevant experience, preferably with a strongemphasis on Windows and Mac OS

• Strong leadership and sound decision-making skills

• Excellent knowledge of technical management, information analysis, and computer hardware/software systems

• Excellent leadership and management skills with the ability to motivate and inspire a team of professionals

• Strong project management skills with the ability to manage multiple concurrent projects and ensure deadlines are met

• Excellent communication skills; assists with internal and external communication and improving transparency

• Demonstrated record of working hard, being a trustworthy teammate, and holding oneself and others to high standards

• Demonstrated ability to create innovative solutions that result in exceptional collaborative environments

• Demonstrated ability to manage projects at scale and across functions with high level of execution and quality

• Ability to excel in a fast-paced work environment and solve problems of varying levels of complexity.

Minimum Education, Experience Requirements

• Bachelor’s degree

• 7+ years experience providing direct support to end-users of PC-based applications, or relevant experience in a technical or client support environment

• 3+ years experience managing technology teams of 10 or more, including employee supervision

• ‘Tier 2’ or greater technical knowledge/experience

• Experience in ticketing, remote management, and monitoring systems

• Working knowledge of ITSM or ITIL

• Managed Services Provider ( MSP ) experience

OR

• High School diploma (or equivalent)

• 11+ years experience providing direct support to end-users of PC-based applications, or relevant experience in a technical or client support environment

• 3+ years experience managing technology teams of 10 or more, including employee supervision

• ‘Tier 2’ or greater technical knowledge/experience

• Experience in ticketing, remote management, and monitoring systems

• Working knowledge of ITSM or ITIL

• Managed Services Provider ( MSP ) experience

Additional Requirements

• Must complete the Washington Suburban Sanitary Commission’s Financial Disclosure statement within 30 days of employment and annually thereafter

• May be required to work extended hours and on-call duty, when necessary

• Hybrid schedule eligible; must work at least 3 days in the office

Preferences

• Help Desk Institute ( HDI ) certification and/or ITIL Foundation certification

• Certifications in Windows or endpoint management

• ServiceNow ticket monitoring experience

• Experience working in a utility or similar industry

Salary$113,175 - $192,397

Posting Detail Information

EEO Statement

AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER

It is the policy of the Commission to select new employees and to promote current employees without regard to race, sexual orientation, sex, religion, national origin, marital status, or handicap. The Commission does not discriminate against qualified individuals with a disability and will make reasonable accommodation for any disability that does not result in undue hardship for the Commission.

Close Date09/19/2024

Open Until FilledNo

Special Instructions to Applicants

Additional Information

This role is eligible for a hybrid schedule. Employee must report to the office at least 3 days per week.

All applicants selected will be subject to drug screening and a background check/verification.

Supplemental Questions

Required fields are indicated with an asterisk (*).

• • Will you, now or in the future, require sponsorship for employment visa status?

• Yes

• No

• Are you an eligible veteran of any branch of the armed forces who has received an honorable discharge or Certificate of Satisfactory Completion of Military Service, the spouse of an eligible veteran who has a service-connected disability or the surviving spouse of a deceased eligible veteran?

• Yes

• No

Applicant Documents Required Documents

• Resume

• Cover Letter/Letter of Application

• Other Document

Optional Documents