Manager, IT Service Desk

ABOUT THIS ROLE

The Manager, Service Desk is a critical leadership role responsible for overseeing the day-to-day operations of the IT Service Desk. This position ensures the efficient and effective delivery of technical support to end-users, maintaining high levels of customer satisfaction, and contributing to the overall productivity of the organization. The Manager will lead and mentor a team of Service Desk analysts, implement best practices, manage service level agreements (SLAs), and drive continuous improvement initiatives.

RESPONSIBILITIES

Team Leadership and Management:

• Recruit, train, mentor, and supervise Service Desk team members..
• Set clear performance expectations, conduct regular performance reviews, and provide constructive feedback.
• Foster a positive, collaborative, and customer-focused team environment.
• Schedule and manage team resources to ensure adequate coverage and efficient ticket handling.
• Delegate tasks and responsibilities effectively.
• Address employee concerns and resolve conflicts.

Service Delivery and Support:

• Ensure the timely and accurate resolution of end-user technical issues across various hardware, software, and network platforms.
• Monitor and manage the Service Desk ticketing system, ensuring adherence to established processes and SLAs.
• Develop, implement, and maintain Service Desk policies, procedures, and knowledge base articles.
• Act as an escalation point for complex or critical issues, providing guidance and support to the team.
• Maintain a strong understanding of the organization's IT infrastructure and applications.

Performance Monitoring and Reporting:

• Track and analyze Service Desk performance metrics (e.g., first call resolution rate, average handle time, ticket volume, customer satisfaction).
• Generate regular reports on Service Desk performance and identify trends, areas for improvement, and potential issues.
• Utilize data to drive informed decisions and implement proactive measures.

Customer Satisfaction:

• Champion a customer-centric approach within the Service Desk team.
• Monitor customer feedback and implement strategies to enhance the end-user experience.
• Ensure timely and professional communication with end-users regarding their support requests.
• Proactively identify and address potential customer satisfaction issues.

Process Improvement and Innovation:

• Continuously evaluate and improve Service Desk processes and workflows to enhance efficiency and effectiveness.
• Identify opportunities for automation and self-service solutions.
• Stay abreast of industry best practices and emerging technologies relevant to Service Desk operations.
• Participate in IT projects and initiatives to ensure Service Desk readiness and supportability.

Communication and Collaboration:

• Communicate effectively with other IT teams and stakeholders regarding service desk activities and issues.
• Participate in regular IT meetings and provide updates on Service Desk performance.
• Collaborate with other departments to understand their IT support needs.

QUALIFICATIONS

• 3 years of progressive experience in IT support, with at least 1 year in a supervisory or management role within a Service Desk environment.
• Proven experience managing and leading a team of technical support professionals.
• Strong understanding of ITIL (Information Technology Infrastructure Library) principles and best practices. ITIL certification is a plus.
• Excellent knowledge of Service Desk ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management).
• Solid technical aptitude and understanding of common hardware, software, operating systems, and networking concepts.
• Exceptional customer service and interpersonal skills, with the ability to communicate effectively with technical and non-technical users.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to work independently and as part of a team in a fast-paced environment.   
• Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple projects.

WHY JOIN US

• Founder-led and employee-driven company 
• The opportunity to build where you stand
• Value centric decision making
• Both an economically stable and hyper-growth environment (ask us how this is possible)
• The market leader in redefining how B2B does security

On top of the obvious benefit of getting paid to work with great people who are laser-focused on a mission that matters, we also offer the following benefits:

• Comprehensive health, vision, and dental benefits for you and your family. Including supplemental and life insurance, company-paid HSA contributions, and an Employee Assistance Program (EAP). 
• 401(k) With up to 4% match
• Time Off & Paid Holidays - Ask us how we empower employees to take control of their well-being
• Stock Options - Every full-time employee has the opportunity to be an owner of the company and benefit from our success. 
• Paid Parental Leave - To help your growing family while you're away from work. 
• Company Events - Christmas Party, Summer Party, and other parties to celebrate whenever we can find an excuse. 
• Charitable Opportunities - LVT sends groups of employees to help the Daybreak Vision Project restore sight to thousands of people a year. 
• Wellness - We regularly host dentists, chiropractors, financial experts, and other professionals to provide services and seminars to help promote physical, mental, emotional, and financial wellness. 
• And More - Scholarship opportunities for employees and their dependents, discounted cell services, and opportunities to score tickets to Utah Jazz games and other Delta Center events.

HR Policy 
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. All Candidates must pass a drug screening and background check upon employment. Some roles may also require passing a federal background check and fingerprinting. Must be authorized to work in the U.S.