IT Service Desk Manager

Jacksonville, FL (Hybrid)

We exist to transform our customers and change lives

As an IT Service Desk Manager, you will play a key role in ensuring that our operations run smoothly by providing top-notch IT support and solutions. You will be responsible for managing our global IT service desk, ensuring that technical issues are resolved promptly and efficiently. This is a hands-on management role, where you will be expected to troubleshoot and resolve issues directly, as well as oversee the work of your team. This role will report to the Sr. Director of Corporate IT and Security.

Responsibilities

• Act as the focal point for Corporate IT and Security for the rest of the organization, handling incidents and service requests while escalating larger project and development efforts.
• Manage and oversee the IT service desk, ensuring that all technical issues are resolved in a timely and efficient manner.
• Adhere to, promote, and advocate for Incident and Problem Management ITIL best practices within the company.
• Define, Measure, Analyze, Improve and Control Service Desk efforts through scorecards and metrics to identify opportunities to improve efficiency, user experience, and ensure service continuity.
• Manage the ticketing system, ensuring that all tickets are tracked and resolved effectively to ensure service is restored quickly.
• Troubleshoot and resolve technical issues directly, including network troubleshooting.
• Ensure that all IT changes are managed effectively, minimizing disruption to the business.
• Maintain a high level of proficiency with Microsoft Office, Windows, EntraID, and other OEM office software while growing team members to be similarly proficient.
• Manage the user experience, ensuring that all IT systems and processes are user-friendly and efficient.
  
  

Qualifications

• Bachelor’s degree in IT or related field is preferred.
• 4+ years of experience as a help desk manager or similar role in the IT industry.
• Proven experience with IT service desk management, strategic planning, ticketing systems, and geographically diverse support.
• Strong technical skills, including work with Microsoft Windows, Office, ISV desktop applications, TCP/IP networking, and hands-on management.
• Proficient with metric development and reporting, desktop provisioning, alerts, and event correlation, with experience in incident logging, categorization, prioritization, assignment, resolution, and closure.
• Any experience with FreshService is a plus
• Knowledge of ITIL and IT service management best practices.
• Excellent problem-solving skills and the ability to think strategically.
• Strong communication and leadership skills, with the ability to manage a team effectively while ensuring the broader messages are conveyed both politely and professionally.
• Conducts and delegates work assignments with limited direction.
• High level of integrity and discretion.
  
  

Employer does not sponsor applicants for employment visa status (e.g. H-1B visa status).       

General Information:  

The above noted job description is not intended to be an exhaustive list of all duties and responsibilities that may be assigned but rather to give personnel so classified a general sense of the responsibilities and expectations of the job. As the nature of business demands change so, too, may the essential functions of this specific position and/or the skills and abilities required. RF-SMART is an Equal Employment Opportunity (EEO) employer.