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EMPIST · 2 weeks ago

Service Desk Manager

Chicago, IL

Full-time

Onsite

Senior Level

$90K/yr - $105K/yr

5+ years exp

EMPIST is a full-service IT company that provides businesses with the technology they need to succeed. They are seeking a Service Desk Manager to oversee the support and maintenance of clients' IT infrastructure, lead a team, and ensure exceptional service delivery.

Cloud Data ServicesConsultingDigital MarketingInformation TechnologySoftware

Hiring Manager

Blair S.

Responsibilities

Play a critical role in overseeing the support and maintenance of our clients' IT infrastructure in a 24/7/365 delivery model

Lead a team of talented professionals, collaborating closely with clients and internal stakeholders to ensure the delivery of exceptional support services

Meet SLA/SLO obligations for response and resolution for end user incidents and requests

Orchestrate end-user service delivery including email queue, phone queue, ticket hygiene, process adherence, quality control, dispatch scheduling, imaging and workstation deployment, and overall client satisfaction

Manage team schedules, balancing time off requests against client demands

Manage on-call scheduling

Provide quality assurance and control to ensure a high degree of accuracy in execution of SOPs

Provide coaching and mentoring in daily/weekly/monthly 1-on-1 and team sessions to drive continued individual and team performance improvement

Manage client issue escalation process to ensure timely resolution

Ensure team members have the necessary resources, training, and support to deliver high-quality services

Manage and coordinate a dispersed team at client sites

Develop and maintain key performance indicators (KPIs) to measure and report on the departments’ performance

Promote client satisfaction while ensuring the team offers solutions in a timely manner

Collaborate with sales and account management teams to identify opportunities for improved service alignment

Continuously evaluate and enhance operational processes, methodologies, and tools to improve efficiency and effectiveness

Provide technical guidance and direction for all USG team members in order to resolve client issues

Interview, train, and mentor new USG staff members to ensure they have the necessary skills and expertise to deliver high-quality services

Promote the EMPIST vision, mission, and core values to all employees

Qualification

Managed Service Provider experiencePeople managementKPI managementWindows server administrationOffice 365 administrationProject managementClient relationship managementDisaster recovery methodologiesITIL Foundations v4.0CommunicationLeadership skills

Required

Bachelor's degree in computer science, information technology, or a related field

5+ years within a Managed Service Provider (MSP) environment

3+ years of direct people management, including performance reviews, recommendations for promotion, mentoring and career advising

Ability to identify, evaluate, implement, and manage individual and team KPIs

Experience managing dispatch IT resources and scheduling work at client site for ad hoc dispatches

Resource capacity and utilization planning experience

Experience managing logistics, inbound, inventory, configuration, work bench, and outbound for IT equipment

Proven track record of developing high-performing teams

Ability to develop and implement strategic plans and manage multiple projects simultaneously

Familiarity with Windows and Linux server administration

Office 365 administration (Exchange, SharePoint, OneDrive, Teams)

Experience with disaster recovery methodologies and tools

Excellent communication and leadership skills, with the ability to build and maintain strong relationships with clients and internal stakeholders

Preferred

Project management experience a plus

Experience with these technologies preferred: Cisco, Meraki, Microsoft M365 and Azure, Microsoft Windows Server, SQL Server, Active Directory, VMWare, Veeam, Datto, HPE servers and MSA, Pure storage

Network administration basics are a plus

ITIL Foundations v4.0 (+) preferred