Senior Service Desk Manager

Our Story:
Crisis Prevention Institute Inc. is the worldwide leader in evidence-based de-escalation and crisis prevention training, and dementia care services. Since 1980, we’ve helped train more than 15 million people within service-oriented industries including education, healthcare, behavioral health, long-term care, human services, security, corrections, corporate, and retail.

At CPI, we are dedicated to changing behaviors and reducing conflict for the Care, Welfare, Safety, and SecuritySM of everyone. We believe in the power of empathy, compassion, and meaningful connections. We believe personal safety and security are the antidotes to fear and anxiety. It’s a philosophy that is central to everything we do, and traces back to our beginning. It is what defines and differentiates us, and informs our core beliefs.

The Role:

The Senior Service Desk Manager will lead our Service Desk team in supporting a dynamic corporate environment with onsite and remote employees. This role is integral to ensuring seamless Technology Services operations, delivering outstanding support services, and aligning the team’s efforts with the CPI’s strategic goals. The ideal candidate will demonstrate adaptability, a growth mindset, and the ability to hold the team accountable while driving continuous improvement and innovation.

What You Get To Do Everyday:

• Leadership and Team Management:
  • Lead, mentor, and develop the Service Desk team, fostering a high-performing, accountable, and customer-focused culture.
  • Manage team dynamics, including performance evaluations, professional development, and resource planning.
  • Cultivate adaptability and scalability within the team to meet evolving business needs.
  • Provide coaching and feedback to the Service Desk team to drive structure with clear pathways for delighting our customers through successful moments-of-truth experiences.
• Service Desk Operations:
  • Oversee the day-to-day operation of the Service Desk, ensuring the timely and effective resolution of incidents and service requests.
  • Communicate and manage change management and root cause analysis (RCA) facilitation.
  • Be an on-the-floor leader, jumping to action and helping elevate the team. 
  • Leverage ServiceNow to monitor and manage tickets, maintain service level agreements (SLAs), and generate actionable reports.
  • Establish and enforce robust processes and best practices to ensure consistent, high-quality service delivery.
     
• Strategic Alignment and Problem-Solving:
  • Collaborate with business units to align Technology Services support services with organizational goals and strategic priorities.
  • Identify trends, recurring issues, or potential problem areas by analyzing ticket data and feedback.
  • Drive process improvements and innovative solutions to enhance team efficiency and improve the end-user experience. 
  • Identify opportunities to move work left through streamlining, automation, self-service, or other avenues to drive efficiencies and work with the team or autonomously to execute.
     
• Customer-Centric Approach:
  • Ensure a superior end-user experience by fostering strong communication and understanding of user needs.
  • Act as an escalation point for critical or complex issues, ensuring prompt resolution and maintaining stakeholder trust.
  • Build relationships with key business stakeholders to anticipate and respond proactively to IT support needs.
     
• Continuous Improvement and Innovation:
  • Stay current on industry trends, tools, and best practices to keep the Service Desk cutting-edge.
  • Optimize the use of ServiceNow and other tools to support scalability and future growth.
  • Advocate for a growth mindset, encouraging innovation and learning within the team.
  • Create and ensure accurate knowledge base articles and self-service approach.
     
•  Vendor Management:
  • Partner and manage relationships with service providers.
  • Manage CPI’s audio-visual (A/V) systems and digital signage displays.
  • Own, build, or maintain relationships with Service Desk and Technology vendors.
  • Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with CPI policies and procedures.
  • Perform other position-related duties as assigned.

You Need to Have:

• Bachelor’s degree in information technology, computer science, or a related field or equivalent work experience
• Seven years or more of work experience in a leadership role within a Service Desk or Technology Services support function, ideally in a corporate setting
• Experience working with ServiceNow and similar Information Technology Service Management (ITSM) platforms
• Experience working with service desk or technology operations
• Experience working with Audio/Visual (A/V) equipment
• Experience supporting both onsite and remote employees, including working with relevant tools and technologies
• Experience working within the Information Technology Infrastructure Library (ITIL) framework.
• Knowledge of relevant regulatory frameworks (GDPR, HIPAA, ISO 27001, NIST) and industry standards
• Knowledge of technology infrastructure components and procurement processes
• Knowledge of cybersecurity ideas and practices
• ITIL Foundation Certification or similar
• Ability to convey complex compliance and procurement concepts to diverse audiences
• Ability to present ideas and suggestions clearly and effectively
• Ability to research and offer opinions, conclusions, and solutions based on research
• Ability to identify, prioritize, and escalate situations requiring urgent attention
• Ability to effectively obtain, share, analyze, and convey information
• Ability to collaborate with peers, managers, and clients
• Self-motivated, with the ability to work with minimal direct supervision to complete tasks, respond to requests, escalate appropriately, and collaborate with others to provide actionable solutions
• Analytical mindset with the ability to assess and prioritize risks effectively
• Process-driven with high attention to detail and excellent follow-through skills
• Demonstrated ability to align Technology Services with business goals and strategic priorities
• Proactive problem-solving skills and a commitment to continuous improvement
• Excellent teambuilding skills with the ability to attract, develop, and retain a high-performing team
• Outstanding leadership skills with the ability to delegate responsibilities and authority effectively and to encourage individuals to decide how they will accomplish their goals and resolve issues
• Well-developed interpersonal skills, negotiation, writing, speaking, and listening skills
• Strong business acumen and strategic thinking ability

We'd Love to See:

• Relevant certifications (CISA, CISSP, CRISC)
• Experience working with General Data Protection Regulations (GDPR) or the payment card industry (PCI)
• Experience working in a technology compliance role with a focus on infrastructure compliance, procurement, and vendor management
• Knowledge of ITIL frameworks and best practices

What We Offer:

• $130,000 - $140,000 annual salary
• Annual company performance bonus
• Comprehensive benefits package
• 401k
• PTO
• Health & Wellness Days
• Paid Volunteer Time Off
• Continuing education and training
• Hybrid work schedule

Crisis Prevention Institute is an Equal Opportunity Employer that does not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, diversity of thoughts and beliefs, creed, sex, sexual orientation, gender, gender identity, or expression (including against any individual that is transitioning, has transitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical or mental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state, or local law. The Company will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.