Jones Grove It Recruiting Hiring for IT Service Desk Manager at Charlotte, North Carolina Full Time

IT Service Desk Manager Charlotte, NC Direct HireThe IT Service Desk Manager is a key member of the operations team and is responsible for managing the Help Desk, Identity Management, Asset Management, Service Management, compliance, and escalation resolution. This role does not manage a group of people, instead manages the helpdesk vendor, process, and schedule. Essential Duties & ResponsibilitiesSupervise staff by defining and establishing coverage schedules, having quarterly conversations, providing support/direction, and conducting personnel reviewsEnforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfactionCollaborate with team on operational procedures and troubleshooting techniquesDistribute workloadMonitor tickets for completeness and timeliness of completion in accordance with support level agreementsCollect & analyze data to identify & recognize ways to improveActively respond to queries and handle complaintsMaintain relationships across technology support and solution teams, staying current on all support and service level metrics and offeringsReceive and deploy technology equipment and record in asset management systemDevelop and implement service standardsCreate and present regular reports to senior managementMaintain control posture and audit complianceSOX compliance and review for Change Management and Identity ManagementDevelop and govern policies, processes, and procedures within Service Management (Incident, Problem, Request, Change) and managing adherence to suchDevelop and govern policies, processes, and procedures within Identity ManagementDevelop and govern policies, processes, and procedures within Asset ManagementProvide day-to-day incident management of critical issues, including on call supportDirect Report Vendor Partner that supports key functions as stated above RequiredBachelor’s degree in related field or equivalent combination of industry related professional experience and educationMust have a customer focused attitude that highlights a desire to provide outstanding services and support to a fast-paced business environmentMust have the ability to form strong customer relationshipsMust have strong analytical, verbal, and written communication skillsMust be able to successfully assess situations and respond proactively through the effective use of time managementExperience with managing/leading a team and evaluating performanceProblem-solving attitude with an ability to motivate your team to achieve specific goalsFive years of relevant professional experienceStrong leadership and organizational skillsProficient with Microsoft product licensing, Active Directory/Azure Identity ManagementExperience with managing vendor resourcesITIL certification
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