Service Desk Manager

Location: Clayton, MO Description: Our client is currently seeking a Service Desk Manager to lead the Technology Support Program to meet the needs of a fast-paced and growing company. You will be responsible for all facets of leadership for the support desk associates and service metrics and reporting as well.This job will have the following responsibilities:

• Partners with business and technology leaders in providing optimal IT services /support and meeting expectations of the business.
• Drives efficiency by implementing centralized best practice processes for support operations
• Enforces established IT processes and standards to deliver consistent and reliable services.
• Proactively develops appropriate action plans to address problem trends by appropriate training, process improvements or system enhancements.
• Gathers sufficient data from ticketing and other systems to report on key performance metrics and trends. Prepare and present reports to management and others on a weekly, monthly, and as needed basis.
• Develops and maintains necessary documentation, process templates, knowledgebase articles for the team members to utilize during incident and problem management and other support related activities.
• Act as an escalation point for service requests, incidents, and problems for all locations and coordinate with respective teams and business groups to provide resolution.
• Coordinate and lead WAR room situations while addressing priority 1 issues and providing updates to the business in a timely manner.
• Maintain and administer ticketing system changes, updates, and necessary configurations to meet business process needs.
• Assess needs for outsourced / temporary support as needed to augment support resources during peak workloads.
• Adopt ITIL best practices for service operations and continuously improve existing processes and controls to maintain.
• Research, evaluate and recommend software and hardware solutions.

• Must have a Bachelors in Computer Science, Information Systems or a related discipline.
• 5+ years of experience in IT service operations and management.
• Strong knowledge in administering and maintaining ticketing systems such as ServiceNow, ConnectWise, and Freshworks.
• Knowledge of support systems such as Active Directory, Office 365, MS Intune, PC imaging, Mobile device management etc.,
• ITIL certifications
• Be truly customer service and people focused.
• Experience in process improvement, facilitating change and creating new ideas to improve the service desk operations.
• Excellent verbal and written communication skills
• Excellent organization skills and attention to detail
• Ability to develop creative solutions and work independently.
• Ability to achieve successful outcomes through the handling of difficult situations and customers.
• Demonstrated ability to manage multiple, conflicting priorities and see projects through to completion.