Job Description and Requirements
The IT Service Desk Manager will have the ability to work a hybrid schedule (remote/onsite) after a period of training (time frame may vary). Training will take place at the RBFCU Administrative Service Center: 1 Ikea-RBFCU Pkwy, Live Oak, Texas 78233.
To successfully work from home, employees must have access to a minimum internet connection as noted by RBFCU.
- Must have a reliable home internet provider and the ability to hard wire a connection directly to modem (Ethernet cable provided).
- Must be able to provide a workspaces at home that is safe, suitable for work, and within a distraction free environment.
The Service Desk Manager oversees daily operations, ensuring efficient resolution of technical issues and service requests. This role involves managing a diverse team of service desk staff, setting performance goals, and developing innovative strategies to improve service delivery and customer satisfaction. The manager ensures prompt resolution of incidents and requests, oversees Level 1 & 2 support, and maintains staff productivity. They also monitor operations, identify major issues, and serve as the liaison to multiple teams and business units. Additionally, the manager reports to upper management on performance, key metrics, major incidents, and improvement initiatives.
Essential Functions and Responsibilities:
- Oversee the day-to-day operations of the service desk, ensuring that service levels, key performance indicators (KPIs), and customer satisfaction goals are consistently met or exceeded
- Monitor and manage the life cycle of incidents and service requests, from initial report through resolution, ensuring timely and accurate updates to all stakeholders
- Act as the primary point of contact for escalations and work closely with internal and external stakeholders to resolve issues and maintain strong relationships
- Lead, mentor, and develop the service desk team by fostering a positive work environment and coordinating training programs to ensure they have the necessary skills and knowledge to support evolving technologies and processes, thereby minimizing weaknesses and maximizing strengths identified in performance reviews
- Participate in disaster recovery planning and execution, ensuring that critical IT services can be restored quickly in the event of a disruption, and contribute to regular testing and updates of disaster recovery procedures
- Identify opportunities for improving service desk processes, workflows, and procedures. Implement changes that enhance efficiency, effectiveness, and customer experience
- Develop and deliver regular performance reports, including trends, root cause analysis, and recommendations for improvement. Use data to drive decision-making and improve service outcomes
- Ensure all Service Desk processes and procedures are documented, audited, regularly improved, and compliant with ITIL and other relevant industry standards
- Manage call distribution and workload balance to minimize staff overload and reduce callbacks through efficient response management
- Collaborate with the Director-IT Technical Support Services to address and resolve staff communication issues, ensuring end user needs are met, while also monitoring unresolved issues, scheduling critical situation meetings, and communicating with end users and the Director-IT Technical Support Services on specific situations
- All other duties as assigned (note: essential functions and responsibilities may change or new ones may be assigned at any time with or without notice)
Requirements:
- Graduated from an accredited college or university with a Bachelor’s Degree in Computer Science, Information Technology, or a closely related field
- Minimum of 5 years of experience in IT service management or a related field, with at least 5 years in a leadership or supervisory role
- Proven track record of managing a service desk or IT support team, with experience in handling high-volume, complex technical environments
- Experienced with ITSM tools such as ServiceNow and Jira Service Management, and familiar with ticketing systems, service request workflows, and incident management processes
- Demonstrated experience in process improvement and implementing service desk best practices, with a focus on enhancing service delivery and customer satisfaction
- Experience in crisis management and the ability to remain calm and decisive under pressure, especially in high-stakes situations
Skills / Certification / Licensing:
- Strong leadership skills with the ability to motivate and inspire a team, manage performance, and foster professional growth
- Solid understanding of IT systems, infrastructure, and support services, with the ability to guide technical staff in troubleshooting and resolving issues
- Excellent analytical and problem-solving skills, with a proactive approach to identifying and addressing potential issues before they escalate
- Superior verbal and written communication skills, with the ability to convey complex technical information to non-technical stakeholders
- A strong commitment to delivering exceptional customer service and the ability to manage customer expectations effectively
- Strong conflict-management skills and ability to work well with others
- Exceptional multitasking abilities and focused attention on high-priority issues
- Effective management in high-stress environments and coaching staff on stress-management techniques
- Proven organizational skills with the ability to plan, coordinate, lead, and prioritize tasks independently while managing multiple responsibilities
- Certifications such as ITIL Foundation, CompTIA A+, Network+, Security+, Microsoft Certified Solutions Associate (MCSA), or equivalent are a must
