As the IT Service Desk Manager at Cianbro, you will lead the team which directly impacts the effectiveness of the business operations every day. In this role, you will manage, mentor, and develop a support team with a mission to provide an excellent end-user experience. The service desk team is a launchpad for aspiring IT professionals and enables team members to become knowledgeable in all aspects of the business as they grow in their field. As a coach, you will be developing team members and helping them to attain their aspirations. As a contributor to the company's success, you will help the IT department identify opportunities for improvement and provide the leadership and guidance necessary to support the ongoing utilization of technology platforms and solutions for the entire company.
This role reports to the Service Delivery Director and interacts with all levels of management, consultants, clients, and contractors during the normal performance of duties.

Job Responsibilities

• Oversee the operations of the service desk team in delivering a world-class technology support experience, providing guidance, direction, and leadership to ensure efficient and effective service delivery and continual service improvement.
• Build and evolve service delivery processes that enhance the user experience and build consistent, reliable service delivery patterns, including customer and technology leadership.
• Establish and maintain standards and best practices for service desk operational processes, using measurements and feedback to adjust and improve.
• Build and evolve services to align with customer needs and best practices, leveraging technologies that can automate and streamline delivery.
• Identify and drive areas of continuous service improvement across the service desk services stack, fueling problem management, technology innovation, and user experience automation.
• Build a world-class service desk team through effective recruiting, mentorship, and continuous team development.
• Balance and plan short-term actions of the team daily.
• Manage and develop the new employee orientation experience from the IT perspective.

Qualifications/Requirements

• Bachelor's degree in computer science, Management Information Systems, or equivalent experience.
• 7+ years' work experience, including 4+ years of incremental experience leading a customer support team.
• Collaborative leadership traits, setting the tone for the service desk team through leading by example.
• Strong work ethic and can-do attitude committed to innovation and improvement.
• Professional demeanor, team player, passionate about improving the user experience.
• Experience recruiting and developing cohesive cross-functional teams.
• Excellent customer support skills, in person, over the phone, and in writing.
• Excellent organizational and time management skills with the ability to prioritize the work of teams to effectively meet service objectives.
• Experience with best-in-class ITSM delivery tools, with a broad understanding of IT solutions and services.
• Experience creating and using metrics and measures to maintain service levels and identify areas for improvement.
• Logical problem-solving skills, attention to detail, and a willingness to learn continuously.
• Coursework and certifications in related areas are helpful.

Cianbro is an employee-owned, tobacco-free, equal opportunity employer, we do not discriminate based on marital status, race, color, creed, gender, sex, religion, national origin, gender identity, age, veteran status, union affiliation, physical or mental disability, citizenship status, sexual orientation, genetic information, or other legally protected status.

Professionals