The IT Manager, Service Desk role is responsible in managing Service Desk related applications, network/server support and overall delivery of services responsible for the day-to-day operations of the company’s IT services. The manager will support the team participating in ticket escalation when required, analyze and resolve end user issues in a timely and accurate fashion. The manager will develop short and long-term Service Desk strategy and mentor staff on an ongoing basis. The manager’s main goals are to ensure the Service Desk meets its Service Level Agreement (SLA) obligations and to ensure the Service Desk customers receive the highest level of customer service possible.

ESSENTIAL FUNCTIONS:

• Deliver frontline technical support for FIDELITONE employees and partners.
• Lead the coordination effort for critical system outages/degradation.
• Foster positive end-user relationships and drive customer satisfaction.
• Promote continuous improvement of Tier 1 support, desktop administration, and telecom delivery for all stakeholders.
• Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
• Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s).
• Establish and implement ITIL standards.
• Successful delivery of services and projects supporting the business both on time and within budget through proactive team management and leadership.
• Delivery a white glove experience for executive level leadership.
• Ensure the new employees of FIDELITONE receive an amazing onboarding experience from IT.
• Escalation and resolution of software issues to the business systems and/or development teams.
• Escalation and resolution of third-party software/systems issues by the support team.
• Define team goals and lead staff to achieving desired results, and while being accountable for team performance.
• Define and implement processes and procedures for supporting all departments across the organization.
• Collect feedback to determine patterns and issues such that they can be resolved.
• Develop and maintain Technical Support/knowledge base.
• Manages the software and hardware purchases for IT.
• Monitor and manage assigned budget.
• Maintain departmental staffing by recruiting, selecting, orienting, and training employees and developing personal growth opportunities.
• Develop employees within their roles via coaching, counseling, and disciplining employees.
• Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties and responsibilities and discuss successes and challenges.
• Conduct annual performance evaluations for all direct reports.
• Other duties as assigned. Management reserves the right to assign or reassign duties and responsibilities at any time.

Required Skills

• Solid technical background with an ability to give instructions to a non-technical audience.
• Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner.
• Plan, organize, and coordinate work to meet established deadlines and accommodate rapidly changing priorities.
• Ability to communicate and collaborate with other departments in order to identify and assist in the development of enhanced processes and procedures.
• Facilitate process improvement projects with the team based on sound data analysis.
• Proven ability to lead teams toward organizational goals with successful outcomes.
• Demonstrate de-escalation skills and ability to effectively diffuse/resolve customer complaints.
• Must be team-oriented, possess a positive attitude, and work well with others.
• Have a genuine passion for providing excellent customer service and a problem-solving attitude.

Required Experience

• Bachelors or Associate technical degree in Computer Science, Information Systems or related discipline, or equivalent relevant experience in addition to the minimum experience requirement.
• ITIL Foundations Course and/or Certification.
• Minimum of 5 years’ professional or technical experience in IT with a strong background in all aspects of customer service.
• Minimum of 2 years’ Service Desk Management experience that demonstrates proficiency in leadership techniques and management of resources.
• Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft365.
• Experience with computer security systems, password, and file protection protocols.
• Basic networking knowledge to support desktop issues.
• Configuring and maintaining a help desk ticketing software.

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