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Ankura Service Desk Manager, Data & Technology in Montana

Ankura is a team of excellence founded on innovation and growth.

Practice Overview:

Ankura Technology Services provides all IT infrastructure and support services across the company in a secure, reliable, and cost effective manner. Examples include laptops, email, the IT service desk, network connectivity, fileservers, phones, servers and common applications. Technology Services goal is to enable Ankura's consultants to effectively deliver client engagements and innovate while operating the business efficiently with the appropriate cost, risk and service level trade-offs.

Role Overview:

As a Service Desk Manager, you will be responsible for leading and managing our IT End User Services team to ensure the efficient and effective delivery of IT support services to our organization. You will play a critical role in maintaining high levels of user satisfaction and IT service quality while continuously improving the service desk's processes and operations.

This position is remote, located in the United States.

Responsibilities:

  • Leading and managing the service desk team: Lead and mentor a team of service desk technicians, including recruitment, training, performance evaluations, and career development. Foster a collaborative and customer-focused team culture, promoting a positive work environment.

  • Managing daily operations of the service desk: Oversee daily service desk operations, ensuring prompt resolution of IT issues and requests in accordance with defined service level agreements (SLAs). Monitor service desk metrics and KPIs to track team performance and identify areas for improvement. Develop and implement service desk policies, procedures, and best practices.

  • Ensuring customer satisfaction and service quality: Maintain a strong focus on customer satisfaction by actively seeking feedback, addressing customer concerns, and promoting a customer-centric mindset within the team. Continuously improve customer support processes and communication to enhance the overall customer experience.

  • Incident Management: Manage and prioritize incident and service request queues, ensuring timely and appropriate responses. Coordinate with other IT teams and vendors to resolve complex issues and escalate problems when necessary.

  • Resource Management: Manage service desk resources, including equipment, software, and tools, to ensure efficient service delivery. Budget planning and cost control related to service desk operations.

  • Developing and implementing strategies to improve customer service: Identify opportunities for process improvement and implement changes to enhance service desk efficiency and effectiveness. Stay current with industry best practices and emerging technologies to drive innovation within the service desk.

  • Preparing and submitting documentation, such as proposals, reports, or contracts: Generate and present regular reports on service desk performance, including incident trends, resolution times, and customer feedback, to IT leadership.

Additional activities may include:

  • Responsible for successful system installation, customization, administration, maintenance, backups, diagnosis, troubleshooting, repair, etc., for:

  • Procedural manual documentation in detail all pertinent steps for others to following the absence of another employee (documented succession planning)

  • Employee Hardware and Software Asset Management.

  • Advanced in-depth and broad knowledge of Workplace services and infrastructure.

  • Vendor certifications not a requirement, proven practical experience preferred.

  • Experience working in large/global enterprise IT with multiple distributed branch/campus sites.

  • Experience of working within ITIL aligned Service Management organization.

  • Knowledge of the core Microsoft services:

  • Active Directory

  • Exchange and Exchange Online

  • Zoom, Teams and SharePoint

  • Practical knowledge of Microsoft 365 applications and services, including Intune and MDM.

  • Knowledge of Microsoft Endpoint Configuration Manager.

Qualifications:

  • Bachelor's degree in IT, Computer Science, or related field.

  • Proven experience in a service desk management or leadership role.

  • Strong knowledge of ITIL best practices.

  • Excellent interpersonal and communication skills.

  • Ability to prioritize and manage multiple tasks in a fast-paced environment.

  • Experience with service desk software and tools.

  • IT certifications (e.g., ITIL, HDI, CompTIA) are a plus.

Physical Abilities:

While performing the duties of this job

  • Ability to sit for long periods of time entering data into the computer.

  • Ability to occasionally lift up to 50 pounds.

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Ankura is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability. Equal Employment Opportunity Posters, if you have a disability and believe you need a reasonable accommodation to search for a job opening, submit an online application, or participate in an interview/assessment, please email accommodations@ankura.com or call toll-free +1.312-583-2122. This email and phone number are created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues unrelated to a disability, will not receive a response.

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