Manager, IT Service Desk

Job Description

Summary: The IT Service Desk Manager will be responsible for leading and managing the IT Service Desk and Access Provisioning team to ensure the delivery of high-quality technical support and services to end users. This role involves overseeing the day-to-day operations of the service desk and access provisioning teams, developing and implementing service improvement initiatives, and ensuring alignment with the organization’s IT strategy and business objectives.

Essential Functions:   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• Leadership & Management:

  • Lead, coach, and mentor a team of IT service desk and access provisioning professionals.

  • Develop and implement strategies to improve service delivery and customer satisfaction.

  • Oversee staff performance, providing regular feedback and conducting performance evaluations.

• Service Delivery:

  • Manage and oversee the daily operations of the IT service desk, ensuring timely and efficient resolution of user issues and requests.

  • Act as an escalation point for complex technical problems and service requests.

  • Develop and maintain standard operating procedures (SOPs) and a Knowledge Base for service desk operations.

  • Develop and maintain a quality assurance program that holds team members accountable to performance standards.

  • Ensure compliance with ITIL best practices and other relevant standards.

• Access Provisioning:

  • Manage the access provisioning team and processes, ensuring secure and efficient access to systems and applications in a consistent, auditable manner.

  • Develop and enforce access control policies and procedures.

  • Coordinate with other IT teams to ensure seamless integration of access management processes.

  • Ensure compliance with relevant regulations and standards (e.g. SOX)

• Continuous Improvement:

  • Identify opportunities for service improvement and implement initiatives to enhance service quality and efficiency.

  • Lead projects aimed at enhancing the efficiency and effectiveness of the service desk and access provisioning functions.

  • Monitor and analyze service desk performance metrics, using data to drive improvements.

  • Handle customer complaints and feedback, implementing improvements as needed.

  • Stay updated with the latest industry trends and technologies.

• Collaboration & Communication:

  • Collaborate with other IT teams and business units to ensure seamless service delivery.

  • Communicate effectively with stakeholders at all levels, providing updates and reports as needed.

• Technology Management:

  • Oversee the deployment and maintenance of service desk tools and technologies.

  • Stay current with industry trends and emerging technologies to ensure the service desk remains effective and relevant.

• Compliance and Security:

  • Implement and maintain security measures to protect sensitive information.

  • Conduct regular audits and assessments of access controls and service desk operations.

Supervisory Responsibilities: Directly supervises 7-12 employees and/or contractors/third party outsourced vendors.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Minimum Required Qualifications:   

• 5 years of experience working in information technology support, help desk, or service desk.

• 3 years of manager experience.

• 3 years of experience identifying and implementing process improvements resulting in measurable reductions to process exceptions/escalations.

Certificates and Licenses: Any general IT certifications are preferred, but none are required. For example, ITIL, A+, Net+, Security+, CISSP, etc.

OTHER REQUIRED QUALIFICATIONS: 

• Excellent leadership and team management skills.

• Excellent verbal and written communication skills.

• Excellent delegation, deadline management, task organization and action item tracking skills.

• Excellent goal and metrics driven performance management experience.

• Excellent problem-solving and analytical abilities.

• Experience with service desk tools and technologies.

• Proficient in ITIL best practices and service management frameworks.

• Ability to keep work organized in an environment with changing priorities.

• Ability to communicate business problems and corresponding business solutions to diverse technical and non-technical audiences using written content/presentations.

• Well-spoken, customer first mentality, ability to work with end-users with various degrees of ability.

• Ability to adapt and succeed in an ever-changing IT environment.

• Intermediate business professional level knowledge of office tools, such as Microsoft Word, Excel, Outlook, PowerPoint, Visio.

• Functional knowledge of enterprise business and technology management frameworks such as ITIL, COBIT, Agile, PMBOK.

• Ability to work independently and without direct supervision.

• Ability to travel intermittently, potentially 10% of the time.

• Ability to clear a required background check.

Work Environment:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position is remote and open to residents of the 50 states and Washington, D.C.

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.  All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer. 

Job Type

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age, or genetics, or any other characteristic protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)