A large utilities company is looking for a Service Desk Manager to take over their team. The Service Desk Manager is responsible for managing the IT helpdesk and supporting over 1500 end users across all locations in the company. This role will oversee the helpdesk analysts and agents, handle incidents, requests and problems utilizing ITSM best practices. This role will support technology projects as needed.
* Manage all staffing aspects of the service desk, including motivation, hiring, ongoing management, preparation of performance evaluations, and training. This will be a hybrid remote role with 2 days onsite in Newark or Dover, DE.
* Develop, manage, measure, and report on key service-level metrics related to efficiency, call completion and others.
* Apply ITIL / ITSM framework and Strive for continuous improvement of the incident management process and its integration with other IT operations management processes, such as problem and change management.
* Collaborate with all IT units as well as business units to ensure that IT-delivered services and end-user service levels are met.
* Manage key vendors and maintain strong relationships to ensure their adherence to SLAs for optimal performance and support.
* Perform IT project related tasks such as supporting network at sites, distribution of new equipment for the deployment of new technologies and systems and ensure smooth transition and minimal disruption for end users.
* Drive continuous improvement of the incident management process and its integration with other IT operations management processes to improve effectiveness.
* Prepare cost analyses, budget plans, and proposals such as cost per call, total service desk budget, cost of peripherals as needed.
* Act as critical incident management on a rotational basis.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
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* Undergraduate degree in Computer Science, Information Systems or related discipline
* 7 years of professional or technical experience in IT with a strong background in all aspects of help desk customer service.
* 5 years' current management experience that demonstrates proficiency in leadership techniques and management of resources
* Information Technology Infrastructure Library (ITIL) certification desirable.
* Knowledge of IT service desk tools and best practices, Incident, Problem, Release, Change, and Asset Management systems.
* Windows OS, SCCM, and Dell Hardware.
* Budget planning, cost analysis, and benchmarking.
* Workstation management, network equipment, cell phones, and software deployment.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.