SERVICE DESK MANAGER
Reporting and Working Relationships
The Service Desk Manager reports directly to the Sr. IT Manager for Maritz IT Services. Direct reports include various levels of Infrastructure Administrators and Analysts. The manager collaborates with IT Project Managers, vendors, and all Maritz employees. Routinely interacts with other managers, directors and vice presidents in both IT as well as various business units throughout the company.
• 40%: Plans and coordinates the daily workflow of the Service Desk, ensuring proper coverage of the desk from 7AM to 7PM. Assists in maintaining the service levels as described in the department performance standards. Ensures upstream and downstream communications regarding Service Desk activities. Reviews, composes, and disseminates company-wide technology communications. Participates in the daily Change Advisory Board (CAB) calls to stay abreast of infrastructure changes. Develops and monitors the annual budget for his/her cost center. Identifies areas of opportunity to improve the team or department in alignment with organizational goals. Promotes forward-thinking, innovative solutions to reduce turn-around times for the business.
• 40%: Supervises employees by establishing work goals, allocating resources, conducting performance appraisals, recommending pay actions, and recommending changes in policies or procedures. Provides coaching and mentoring to direct reports to remove obstacles while promoting team and individual success. Demonstrates accountability for team deliverables and objectives. Interviews and recommends candidates. Documents performance reviews and issues. Creates an environment in which people have authority, initiative and ability to manage their own work. Provides career development guidance and support. Models and supports continuous learning. Motivates towards goal achievement and recognizes people who excel. Works diligently to retain/promote the best employees. Conducts self and business in an ethical manner. Ensures the team receives training through both formal and informal training programs.
• 20%: Participates and assigns resources to projects. Assists in reviewing, editing and approving process documentation or standard operating procedures (SOPs).
Tracks, analyzes, and audits the daily statistics to ensure the quality of service is maintained. Provides all statistical data to the manager for inclusion in monthly department reports. Produces and analyzes productivity and quality reports.
Maritz is an Equal Opportunity Employer.