The Service Desk Manager will oversee the delivery of IT services across the organization, ensuring alignment with business goals and objectives. This role focuses on enhancing quality, improving IT support processes, and optimizing IT operations, with a particular emphasis on leading the service desk. The ideal candidate will have extensive experience managing IT service teams, developing service delivery strategies, and implementing ITIL-based processes to meet service level agreements (SLAs) and drive continuous improvement. Proficiency in utilizing Jira for ITSM is essential. Additionally, the candidate should possess a solid understanding of IT operations, including networks, servers, cloud services, and enterprise systems. Strong team management skills and a passion for developing others are crucial. This position requires onsite presence five days a week in downtown Fort Worth, Texas.
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Over 8 years of experience in IT Service Desk and Delivery
More than 4 years of experience managing teams of 10+ resources
Proven track record of 5+ years with ITIL or ITSM frameworks, managing SLAs and KPIs for IT services
Extensive experience of 5+ years using Jira Service Desk for incident, problem, and change management
Demonstrated understanding of IT operations, including networks, servers, cloud services, and enterprise systems
ITIL certification (e.g., ITIL Foundation, ITIL Practitioner, or higher)
Strong communication skills with both internal and external stakeholders
Bachelor's degree required
Background in the food and beverage industry
Benefit packages for this role will start on the 1st 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.