Service Desk Manager

Service Desk Manager

JACOBSON HOLDINGS INC - 2.4

Olathe, KS Job Details 1 day ago Qualifications Vendor relationship building Full Job Description Direct Management Responsibilities Supervises, monitors activities and provides direction to a supporting team of IT Support Technicians, ensuring customer service is timely and accurate on a daily basis. Conducts second interviews and makes hiring decisions for supervised positions, as well as other IT roles, upon request, ensuring alignment with organizational needs and team dynamics. Provides guidance and mentorship to team members, supporting their career development and encouraging skill advancement while fostering a culture of continuous improvement through ongoing training and professional development opportunities for service desk staff. Provides ongoing feedback to direct reports regarding their personal performance, both positive and constructive, and takes disciplinary action, up to and including termination, as necessary. Conducts annual or event based performance reviews with direct reports, providing both positive reinforcement and constructive feedback to support their professional growth. Develops and maintains accurate job descriptions for Service Desk roles and collaborate with HR to ensure that those job descriptions reflect current responsibilities and career paths. Conducts regular meetings with service desk staff to provide ongoing guidance, set clear goals, and review individual performance outside of the annual review cycle in an effort to foster open communication, remedy potential issues, and promote professional growth. Ensures personnel conduct themselves appropriately to maintain a work environment that is free of unlawful harassment, including, but not limited to, sexual harassment. Takes action in accordance with company policy in all potentially harassing situations. Integrates the company's noble purpose into every aspect of the position and communicating with team members on a regular basis about the company's core values, mission, vision and noble purpose. Operational Management Responsibilities Develops and implements key performance indicators (KPIs) that align with organizational goals to measure the effectiveness of the service desk, regularly reviewing and adjusting to ensure they remain relevant and support evolving business objectives. Utilizes KPI data to identify trends, areas for improvement, and successes within service desk operations, leveraging this information to tailor specific initiatives that align with business needs. Monitors performance of the Service Desk to ensure that service level agreements (SLAs) are consistently being met across all support requests while analyzing responses and resolution times to identify trends and areas for improvement in SLA adherence. Participates in the budget planning process, providing insights on operational costs and resource needs, while monitoring adherence to that budget and identifying cost-saving opportunities. Maintains an accurate accounting of Service Desk related expenses and contracts. Engages in strategic planning for service desk initiatives, aligning with broader organizational goals, collaborating with departments to implement improvements and project initiatives. Collaborates with other departments and managers to ensure their employees have the necessary resources and support to effectively accomplish their job responsibilities. Manages and has ultimate responsibility for the IT inventory, ensuring accurate tracking and organization of all hardware and software assets; ensuring efficient resource allocation, minimizing downtime, and supporting effective budgeting and planning. Reviews closed incidents to identify errors and analyze root causes, ensuring a comprehensive understanding of recurring issues. Implements safeguards and process improvements based on findings to prevent similar incidents from reoccurring, Collaborates with the team to develop training and awareness initiatives aimed at minimizing errors. Plans, manages and oversees all level of IT projects associated with the Service Desk such as system upgrades, migrations, or deployments, ensuring projects are completed within scope, budget, and timeline. Technical Responsibilities Serves as a point of contact for the third party managed IT solutions provider (IT Solutions) and assists them with researching and resolving infrastructure and network-related issues. Serves as a point of contact for Towner Communications and Intermedia, and assists them with researching and resolving phone and contact center issues. Researches and resolves issues and projects related to Salesforce and DocuSign. Provides secondary support and maintenance for the configuration of computers for new and transferred employees including the installation of appropriate software consistent with the requirements of the job. Provides secondary support and maintenance for the configuration, installation, and maintenance of hardware elements such as printers, monitors, laptops, copiers, cell phones, desk phones, video conferencing equipment, etc. Mentors technicians at all levels on best practices and procedures, fostering a culture of excellence and continuous improvement within the team. Oversees the documentation and SOP process within Confluence, ensuring that all procedures and issue resolutions are thoroughly documented and easily accessible while regularly reviewing and updating documentation to reflect current practices and address any changes in procedures. Other Responsibilities Facilitates collaboration with the IT teams and other areas of the organization on joint projects, fostering cross-functional synergy to enhance system performance, security, and compliance; ensuring robust, and secure IT operations, aligning with organizational goals, increasing organizational capacity and revenue potential, while reducing risks. Maintains organizations strong relationship with IT vendors, ensuring effective communication and collaboration regarding service delivery and support while acting as the primary point of contact for IT vendor-related inquiries, fostering a partnership that supports organizational goals. Stays up-to-date and current in the field by actively participating in educational opportunities such as workshops, seminars, and industry conferences. Other duties and responsibilities as assigned.