Manager, Service Desk

JOB TITLE : Manager, Service Desk Services

FLSA STATUS : Exempt

DEPARTMENT : Technology

REPORTS TO : SVP, Technology & Cyber Security Services

SUPERVISORY RESPONSIBILITIES : Yes

JOB LOCATION : Remote / Nashville, TN Corporate Office

TRAVEL : 10%

ESSENTIAL DUTIES & RESPONSIBILITIES :

Team Leadership : Provide leadership, guidance, and mentorship to the Service Desk team, fostering a culture of accountability, collaboration, and continuous learning.

Develop and maintain staffing plans, including recruitment, training, and performance evaluations, to ensure the team is equipped to meet service level objectives.

Conduct regular team meetings to communicate goals, initiatives, and performance expectations, and to gather feedback for process improvement.

Service Desk Operations : Oversee the day-to-day operations of the Service Desk, including incident management, request fulfillment, and problem resolution, ensuring adherence to established policies and procedures.

Monitor service desk performance metrics and KPIs to identify trends, areas for improvement, and opportunities for optimization.

Implement and maintain IT service management best practices, frameworks, and standards to enhance service delivery and customer satisfaction.

Innovation : Stay current with industry trends and emerging technologies.Identify and implement innovative cloud solutions to enhance business processes.

Automate all aspects of operations (i.e., Infrastructure as code)

Performance Monitoring and Improvement : Establish key performance indicators (KPIs) and metrics to measure the team's effectiveness.

Implement a culture of continuous improvement, encouraging the team to learn from incidents and enhance processes.

• Problem-Solving and Decision-Making : Encourage critical thinking and problem-solving skills within the team.Make informed and timely decisions, considering the impact on both short-term goals and long-term strategy.
• Security and Compliance : Establish and enforce security measures to safeguard cloud-based systems and data.Ensure compliance with industry standards and regulations.
• Customer Service and Stakeholder Management : Serve as the primary point of contact for internal stakeholders seeking technical assistance, ensuring timely and effective resolution of issues.

Develop and maintain strong relationships with key stakeholders across the organization to understand their needs and expectations, and to proactively address service-related concerns.

Collaborate with other IT teams and departments to facilitate the resolution of complex technical issues and to ensure alignment with organizational goals and objectives.

Vendor Management : Evaluate and manage relationships with cloud service providers.Negotiate contracts and ensure optimal use of vendor services.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE) :

• Educational Background : Bachelor’s degree in information technology, Computer Science, or a related field; or equivalent combination of education and experience.
• Experience Proven experience in IT service management, with at least 5 years of experience in a leadership or managerial role overseeing a Service Desk operation.
• Technical Skills Strong technical background with knowledge of ITIL framework, incident management, and service desk operations.
• Leadership Skills Excellent communication skills, with the ability to effectively interact with diverse stakeholders and to convey technical information to non-technical audiences.

Demonstrated leadership abilities, including team building, coaching, and performance management.Strong analytical and problem-solving skills, with the ability to analyze data, identify trends, and drive process improvements.

PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE) :

ITIL certification is preferred.

Not currently recruiting from California, Colorado, Connecticut, Maryland, Nevada, New Jersey, Ohio, Rhode Island, Washington, or New York