TARGET SALARY: 115,000.00

What you'll do

As a Manager of the IT Service Desk, your primary responsibility will be to oversee and lead the IT Service Desk team, ensuring that technical support services are delivered effectively and efficiently to internal staff. Your role will involve managing a team of technicians, providing guidance, coaching, and support to maintain high standards in service delivery. You will also handle day-to-day operations, ensuring that requests are responded to in a timely and accurate manner, and act as an escalation point for complex issues. This position requires you to implement best practices in service desk processes, including onboarding and offboarding, access and asset management, and knowledge sharing. Collaborating with other IT teams and departments is essential for cross-functional projects and initiatives, and you will play a critical role in maintaining service levels related to response times, ticket resolution, and customer satisfaction. The role also involves identifying areas for process improvement and automation to improve efficiency and customer experience.

Who you are

You should have a degree in Information Technology, Computer Science, or a related field, along with at least five years of experience in IT Service Desk management, ideally in a technology-oriented environment. Leadership and people management skills are crucial, as you will be responsible for motivating and guiding your team. Strong problem-solving abilities, decision-making skills, and a focus on exceptional customer service are essential, as you'll be managing technical support across a variety of user needs. You will need to possess a solid technical background in troubleshooting hardware, software, and network issues, and be familiar with systems like Microsoft Windows, macOS, Microsoft 365, Jira, and Confluence. Effective communication and interpersonal skills are necessary to interact with users of diverse technical expertise levels. You are able to work 100% onsite; with exception to HR preauthorized leave and/or regular PTO utilization.

Your skill-set

This position demands a strong technical foundation, particularly in troubleshooting across different platforms, as well as experience with IT service management principles and best practices. The ability to perform well under pressure, manage multiple priorities, and maintain a structured approach to problem-solving is essential. Certifications like HDI or ITIL are advantageous, reflecting knowledge in industry standards and best practices. Additionally, a customer-oriented mindset, a proactive approach to identifying improvement opportunities, and familiarity with process automation will be valuable in excelling in this role.

What we offer

A highly competitive compensation package that reflects our commitment to the people who work here. No matter where you're at in life, we've got you covered. • Medical • Onsite Health Center for employee and family • Teledoc • Dental • Vision • Health Savings Account • Flexible Spending Accounts • Short & Long Term Disability • Life and ADD insurance • Generous paid time off (PTO) • Holiday pay • Employee Assistance Program • 401k • Employee Stock Option Plan • Education Assistance • Daily free lunch and beverages at our onsite restaurant

A relaxed work environment that embraces onsite in person collaboration. Infinite Campus is a place where smart, talented people work together with other smart and talented people every day.

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