Job Description

The Service Desk Manager must have demonstrable leadership skills in a fast-paced environment. Possess forward-thinking strategies and solutions with a high degree of customer-service focus, and excellent communication skills. The Service Desk Manager serves as the liaison between the infrastructure and general operations of the facility. The Manager is expected to have a high degree of technical aptitude over a large scope of IT software, hardware, and networking disciplines.

Qualifications

Five (5) plus years’ experience managing people with a demonstrated record of accomplishment of leading a team where customer experience is a priority. Demonstrate advanced interpersonal skills to engage with peers, customers, and senior management
Experience working with Operations and business teams to communicate problem impacts and understand business requirements.
Proven skills in leadership development and team building.
Experience in Procurement, Budgeting, Forecasting, and Asset Management.
Ability to communicate technical service-desk subject matter to non-technical clients and team members.
Experience with ITSM platforms using ServiceNow.
Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
Ability to create and deliver presentations.
Willingness to work flexible schedule as necessary.

Preferred Experience

Bachelor's Degree in Information Technology, Business, or related field strongly preferred
HDI certification strongly desired
ITIL foundation certified; Thorough understanding of ITIL best practices and trends

The Ideal Candidate

Must be a detail-oriented, security conscious, and proficient in troubleshooting
Excellent written and verbal communications skills are a must
Ability to manage multiple priorities in an extremely fast paced and nimble operating company
Ability to work and communicate effectively in a distributed-team environment
Proven track record of successfully managing multiple projects
Quality and cost-driven leadership
Strong analytical and conceptual skills
Demonstrated ability to support and prioritize maintenance of end-user systems and computing technologies
Ability to articulate the value and implementation approach for establishing an enterprise-wide, end-user computing-technology lifecycle
Must have the desire to work on new, innovative, cutting edge technologies

Responsibilities

Develop and implement service desk policies, processes, and procedures for the management and support of internal and external customers to include responsibility for effective communication of status
Provide management and direction for the Service Desk team according to practices defined in ITIL
Establish and meet agreed levels (SLA) of incident resolution and request fulfillment; continually improve the service-desk delivery processes to ensure optimal efficiency of service quality for customers
Develop procedures that outline how incidents, requests, and problems are identified, documented, assigned, and managed in the ITSM tools
Lead and improve incident and problem management disciplines
Responsible for assigning and prioritizing tasks and projects to Helpdesk Team
Maintain availability to subordinate staff for escalation questions and to ensure prompt response and timely turnaround of issues and submitted tickets
Provide daily, weekly, and monthly reports on key performance metrics related to incidents, problems, and service requests
Analyzes performance of Service Desk activities and documented resolutions, identify areas for improvement, and devise/deliver solutions to enhance quality of service and to prevent future service delivery quality issues
Identifies, recommends, develops, and implements programs to advance the knowledge of customers and team members, including communication, training, and user experience and knowledge management
Ensures the service desk provides and delivers high levels of support by providing trends, reports, and analysis of customer satisfaction, performance against agreed to service levels and plans for service improvement

Competencies

Agility/Collaborate/Communicate
Big Picture/Global Customer
Coach/Positive Env/PM/Recognize
Data/Strategy
Financial/Resourcing
Initiative/Innovate/Learn
Lead/Influence/Change
Problem Solve/Results
Process/Project
System Design/Deploy/Support

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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.