Service Desk Manager

Job Type Full-time Description

General Responsibilities :

Oversee the day-to-day operations of the service desk team to ensure that end users receive the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of incidents, including the monitoring, tracking, and coordination of Service Desk functions.

The Service Desk Manager will also contribute to problem resolution by giving in-person, hands-on support to end users. A successful candidate will be detail oriented, a self-starter, and possess a strong sense of organization.

They will also possess strong lateral thinking skills and take a proactive approach to challenges within our environment.

Essential Duties :

• Management Responsibilities
• Lead and manage the Service Desk team, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
• Manage the helpdesk platform, including implementing new features, new queues, and overseeing platform upgrades, outages, and renewals.
• Oversee the tracking and management of IT assets, including onboarding and offboarding.
• Work in tandem with procurement officer in IT Department to ensure availability of all critical IT assets.
• Oversee and coordinate with vendors and service providers for desktop-related services and support contracts.
• Compile various reports on ticket data and the overall performance of the Helpdesk and present findings to IT Management.
• Conduct periodic audits of various systems and portals to ensure compliance with our defined IT Policies.
• Service Desk Operations
• Oversee the processing of incoming calls to the Service Desk via telephone, email, or other means to ensure courteous, timely, and effective resolution of end-user issues.
• Conduct root cause analysis and work with the department to implement solutions to reduce incident recurrence.
• Ensure compliance with security standards and protocols.
• Conduct regular training sessions for the service desk team to enhance their skills and knowledge.
• Develop and implement service desk policies and procedures, including those for incident management, service request management, and problem management.
• Collaborate with IT leadership to identify and address service desk-related issues and improvements.
• Create and maintain documentation for desktop configurations, processes, and procedures.
• Create and maintain instructional resources to support and improve technical proficiency of the end users.

Ancillary Duties :

Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.

Physical Requirements :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the essential job functions of this position, the employee is regularly required to sit, stand, talk, hear, walk, use hands and fingers, handle or feel objects, and reach with hands and arms.

At times required to stoop, kneel, bend, crouch and lift up to 25 pounds. This position requires regular use of a computer.

Peoples Security Bank and Trust Company is an Equal Opportunity Employer

Requirements

Basic Qualifications :

Education / Training : Associate’s degree in Computer Science or equivalent normally required; specialized bank education / training.

Skill(s) : Must demonstrate strong communication skills; proficient interpersonal relationship skills, strong leadership and team management skills.

Familiarity with ITIL / ITSM practices and frameworks (ITIL Foundation certification preferred)

Experience : A minimum of two (2) years of experience in a service desk or help desk supervisory or management role