IT Service Desk Manager

SNI Technology's client is currently seeking to hire a talented IT Service Desk Manager for an exciting, full-time 3-month, contract-to-hire opportunity. Please note this is a M-F, onsite position working out of the Colorado Springs office location. Remote work options are not available for this position. Potential for light travel may be required between other locations on an as needed basis. Valid driver's license and the ability to drive for company business is required. NO C2C or sponsorship.

JOB SUMMARY

The Manager I, IT Service Desk is responsible for managing the operations of the service desk and team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.

The service desk provides an important role, as it serves as the point of contact for all issues related to Information Technology (IT). In this critical role, the service desk is responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the IT department, and, whenever possible, providing a first-contact resolution for customers.

In addition, the service desk is responsible for identifying and pursuing service improvement initiatives; managing complaints, suggestions, and compliments; and perhaps most importantly, often service as the face, or voice, of the organization to customers. A strong, healthy service desk team is consistent; committed to quality and regular quality improvements; viewed throughout the organization as an important component of the IT team; committed to utilizing and responding to employee satisfaction metrics; and aware of the importance of utilizing regular performance metrics.

ESSENTIAL FUNCTIONS

• Manages the day-to-day operations of the service desk.
• Meets targets and expectations for customer service and support performance.
• Partners with the Service Desk Supervisor to manage, develop, and train the service desk team members.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Conducts and shares results from service and operation performance reviews.
• Promotes the service desk with senior management and work to ensure that it is properly viewed as a core business asset.
• Coordinates and manages all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
• Creates and manages the service desk budget.
• Provides guidance on complex issues and serves as the highest-level escalation point.
• Assists in completing and responding to service desk tickets as needed.
• Participates in department and/or organization-wide projects.
• Performs other duties as assigned.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• A Bachelors degree in Computer Science or related technical degree is required; experience may be considered in lieu of a degree.
• ITIL Certification is preferred.

Experience:

• A minimum of 5 years' experience managing an IT service desk or similar role.
• Experience leading and managing a successful team.

Other:

• Ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• Ability to balance and plan the short-term actions of the team.
• Knowledge and understanding of all relevant industry standards.
• Knowledge and understanding of best practices for service management.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• Ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
• Ability to understand the organization's business.
• Ability to think critically about systems and to adjust consistently as needed.
• Ability to manage time effectively while setting the tone of the team through modeling and leadership.
• The incumbent will be required and must have the ability to drive for company business*.

COMPENSATION AND BENEFITS:
The compensation for this position is in the range of $37.50 to $39.42 hourly during the contract portion of the assignment with a starting annual salary range of $78K to $82K + full benefits upon converting to permanent. Please note your actual pay rate will be determined based upon your skills, knowledge and abilities including work experience - talk with your recruiter to learn more.
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