Service Desk Manager

What does it mean to be a Service Desk Manager at GLS?

The Service Desk Manager is responsible for the first level of support for the GLS Service Desk. This is a people-leadership position with direct reports located in Greenville, SC and Tempe, AZ.

How will you drive value within the organization as a Service Desk Manager?

• Technical Responsibilities:
• Work problem tickets and service requests.
• Evaluate, prioritize, and resolve incoming requests for assistance from users. Handle escalations from employees.
• Triage and assign requests to team members.
• Investigate, diagnose, and resolve software and hardware problems, networking, and other computer related technologies and advise users on appropriate action.
• Log and track work using a problem management database and maintain historical records and related problem documentation.
• Build out knowledge base documentation to improve onboarding and training.
• Adhere to all Service Desk policies, standards, and procedures.
• Update and maintain company technical inventory.
• Leadership Responsibilities:
• Manage the team across geographically dispersed locations.
• Train and mentor level 1 Service Desk employees.
• Exercise management authority concerning staffing, performance evaluations, promotions, salary recommendations, and terminations.
• Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company.
• Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers.
• Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management.
• Organize an on-call rotation schedule for your direct reports. Participate in the senior on-call rotation for incident management.
• Perform additional assignments as required by the needs of the company or as directed by management.

What should you already know to be successful as a Service Desk Manager?

• A minimum of a bachelor’s degree is required.
• Minimum of 4 (four) years’ experience in a related IT field required.
• Microsoft Technology Associate or CompTIA A+ certification preferred.
• Working knowledge of networking protocols required.
• Working knowledge of hardware, software, network, OS interaction required.
• Experience with Microsoft 365 required.
• Ability to work well both independently and in a team environment.
• Skilled in providing customer service to technical and non-technical customers.
• Strong verbal and written communication skills.
• Ability to handle sensitive and confidential materials in a professional manner.
• Capacity to quickly learn and adapt to rapid changes in the technical environment.
• Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness.
• Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business.
• Commitment to exemplifying the organizational core values and key competencies.
• Demonstrated ability to motivate and lead a team - provide quality training, guidance, performance coaching and feedback to assigned staff.
• Excellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting priorities.
• Demonstrated ability to establish and enhance processes to improve business results.
• Ability to think strategically and deliver tactically.

Employment Requirements:

• This is a full-time, 100% on-site position
• Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity
• Remain in a stationary position up to 100% of the workday
• Constantly operate a computer and other standard office equipment
• Job functions involve sedentary to light physical effort. Physical demands range from sitting, walking, standing, or pushing or pulling materials. Work may involve exerting up to 10 pounds of force to lift, carry, push, pull, or move objects.
• Be able to perform activities such as: viewing a computer terminal, extensive reading, bending, and kneeling