IT Service Desk Manager

iT1, a leading national technology solution provider headquartered in Tempe, AZ, is looking for a skilled and experienced IT Service Desk Manager to join our Consulting team. iT1 has been ranked as one of Arizona’s Best Places to Work for over a decade. This role is an exciting opportunity to continue your career in the IT consulting and managed services world. You will be exposed to many of the top technology offerings in the market and can work with some of the most talented engineers in the country.

The IT Service Desk Manager is centered on managing and driving productivity for the end user support team. This position requires strong leadership skills, technical expertise, and a customer-focused approach to service delivery. This is a hands-on position, and the Manager should possess excellent customer service skills and motivate technical teams to achieve performance objectives and develop people and process for continuous improvement.

Requirements

• Manage the processing of incoming events to the Service Desk via both telephone, e-mail and walk up to ensure courteous, timely and effective resolution of end user issues
• Develop and enforce request handling and escalation policies and procedures
• Communicate and maintain a sense of urgency with team members and customers
• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary
• Analyze service desk metrics and implement improvements to drive operational efficiency and effectiveness
• Contribute to the creation, training, and maintenance of service delivery processes, procedures, templates, and best practices

• Facilitate ITIL process improvements based on analysis of existing process opportunities. Act as a process champion to facilitate processes adherence of the team and as a driver of continual improvement activities
• Coaches and develops employees to achieve goals and objectives. Additional supervisory responsibilities include staff selection, performance appraisals, assisting with training and development
• Uses metrics and data driven decision-making to arrive at correct tactical decisions and process improvement
• Takes initiative in new or challenging situations

• Create process documentation including but not limited to flowcharts, work instructions, definitions, operational instructions, etc.

Job Qualification Requirements

• 5+ years in a supervisory or managerial capacity in technical support or related discipline
• 5+ years of experience supporting IT customers and enterprise environments
• 2-3 years of experience managing call queues and on call platforms
• 2-3 years of project management experience leading and delivering enterprise level projects
• Detail oriented and ensure all issues/ are recorded and acted upon
• Must be creative, and be able to motivate, coach and lead others
• Excellent written, verbal, communication skills
• Must be able to make difficult decisions to ensure the integrity of the environment
• Ability to multitask and maintain focus on all areas of responsibility concurrently
• Must be proficient in workstation support as well as other technologies, platforms, and regions
• Basic knowledge of Salesforce and Logic Monitor, and ITSM/Autotask or Service Now ticketing system
• Ability to compile, analyze, interpret, and present complex data
• Ability to think analytically, conceptually, and strategically

Physical Demands

• Sit at a computer for 8 hours per day
• Keyboarding for 8 hours per day
• Near Vision (working with small objects or reading small print)
• Speaking (communicating information to clients / coworkers)
• Hearing Requirements (In person speech, telephone, other sounds)

Job Location

• Onsite in the office in Tempe, AZ

Benefits

• Medical, dental, and vision benefits with highly subsidized premiums
• Two weeks paid time off in your first year, with increasing PTO as tenure increases, and most major holidays off
• 401(k) Plan with employer match
• Onsite Fitness Center
• Onsite Monthly Massages