Service Desk Manager

Leads multiple, highly complex projects on the deployment or upgrade of RTS technologies utilizing internal and external resources across multiple disciplines. Functions as lead and mentor for technical team members on technology strategies and configuration.

Principle Duties:

• Researches, evaluates, designs and participates in the implementation of technologies and platforms supporting a complex IT infrastructure.
• Leads small and large projects including development of project plans, coordinate/assign team staff and monitor projects against budget and project plans.
• Documents the design, operation and troubleshooting of technology platforms and procedures.
• Monitors, manages, and provides continuous feedback for technology strategies, standards, and procedure to support effective infrastructure.
• Develops and maintains effective customer relationships.
• Provides lead-level technical support to troubleshoot and remediate issues impacting system operation or business service performance.
• Manage the end-to-end lifecycle of IT incidents and problems, from initial detection to resolution and closure.
• Develop and maintain incident and problem management processes, procedures, and documentation in accordance with industry best practices (e.g., ITIL).
• Conduct thorough root cause analysis (RCA) for major incidents and recurring problems to identify underlying issues and implement permanent solutions.
• Participate in change management processes to assess the impact of changes on incident and problem management activities, including evaluating change requests, assessing risks, and coordinating change implementation.
• Provides training and guidance to team members and users as required.
• Provides regular status, operational, incident, problem, request and change reports.
• Participate in an on-call rotation to provide 24/7 support for critical incidents.
• Monitor and analyze incident and problem trends to proactively identify potential issues and recommend corrective actions.
• Perform other duties as assigned.

Skills & Abilities:

• Advanced experience working with O365
• ITILv4 Foundations certification
• Advanced ServiceNow experience
• PagerDuty administration experience
• Strong understanding of support service and cross-platform integrations
• Strong knowledge of IT service management frameworks, such as ITIL.
• Proficiency in incident management tools and technologies (e.g., ServiceNow, Jira).
• Excellent analytical and problem-solving skills, with the ability to dissect complex issues and drive to resolution.
• Effective communication and interpersonal skills, with the ability to collaborate across teams and influence stakeholders at all levels.
• Advanced oral and written communication skills demonstrating ability to share and impart knowledge.
• Ability to quickly adapt to new methods, and work under tight deadlines
• Advanced investigative, analytical and problem solving skills.
• Advanced ability to set goals and handle multiple tasks, clients, and projects simultaneously; Ability to appropriately balance priorities, deadlines, and deliverables.
• Ability to work well within a team environment and participate in department/team projects
• Advanced ability to translate business needs and problems into viable/accepted solutions .
• Advanced skills in customer relationship management and change management.
• Ability to manage multiple projects and set applicable goals.
• Advanced negotiating and persuasion skills.
• Ability to liaise with individuals across a wide variety of operational, functional, and technical disciplines.

Qualifications:

Education:

• Bachelor’s Degree in Arts/Sciences (BA/BS) or equivalent experience
• Master’s degree in Arts/Sciences (MA/MS)

Work Experience:

• 7+ Years in IT architecture, production support, or related systems experience
• 10+ Years experience in managing or otherwise maintaining IT related systems
• Proven experience (8+ years) in IT incident and problem management roles, preferably in a fast-paced environment.