Service Desk Manager

REMOTE POSITION: MUST BE WITHIN 60 MILES OF LOMBARD, IL OR MANSFIELD, OH OR GREENVILLE, WI

Position: Service Desk Manager

Travel: 15-20%

About the Company: School Specialty is a company that provides educational products, services, and solutions for educators, schools, and districts. They offer a wide range of supplies and resources for pre-K to 12th-grade education, including instructional materials, classroom furniture, and supplies for arts and crafts, physical education, and early childhood development.

About the Role: We are seeking a highly experienced and transformational Service Desk Manager to lead our organization through a critical ITIL adoption. This role is not just about managing our Service Desk; it's about revolutionizing the way we handle IT Operations support across the company. The ideal candidate will have a proven track record of successfully implementing ITIL frameworks within a similar-sized organization and be adept at championing process improvements across various operational teams.

This role involves developing and implementing industry-standard processes and standards, analyzing data, and delivering key performance indicators to optimize Service Desk and IT Operations performance across the entire organization.

This is a unique opportunity to play a pivotal role in transforming our IT Operations support landscape. If you have a passion for process improvement, a proven track record of leading ITIL adoptions, and the leadership skills to influence change across multiple teams, we want to hear from you.

Required Skills:

• ITIL

Pay range and compensation package: $115,000 - $130,000 BOE

Essential Functions:

• Lead and manage the Service Desk team, ensuring high levels of customer service and operational efficiency.
• Champion the adoption and implementation of ITIL processes within the Service Desk and across IT Operations support teams, including those not directly under your control.
• Develop and maintain strong relationships with all IT departments to foster support for ITIL process integration, ensuring seamless operational support across the organization.
• Utilize exceptional influencing skills to gain buy-in and feedback from various teams, promoting a culture of continuous improvement and collaboration.
• Serve as the primary advocate for IT Operations process enhancements, demonstrating leadership in transforming support practices.
• Ensure the Service Desk team is fully trained and equipped to support ITIL-based processes and procedures.
• Analyze performance metrics and utilize feedback to drive process improvements and the adoption of best practices.
• Manage and develop Service Desk personnel, fostering a team environment that aligns with our ITIL adoption goals.

Required Qualifications (must meet to be considered):

• A minimum of 5 years in a managerial role overseeing an IT Service Desk/IT Help Desk
• Must have a strong understanding of metrics to evaluate the health and performance of the IT Service Desk and other support organizations throughout IT.
• Relevant certifications in ITIL, demonstrating in-depth knowledge of ITIL frameworks and best practices.
• Proven experience in leading an organization through ITIL adoption, with demonstrable success in enhancing IT Operations support processes.
• Ability to analyze and interpret data to drive decision-making and process improvements.
• Strong leadership skills with the ability to influence and gain buy-in from teams not directly under your control.
• Excellent communication, interpersonal, and negotiation skills, with a track record of fostering collaboration across various departments.
• A commitment to exceptional customer service and support, with a focus on continuous improvement and innovation.

Preferred Knowledge and Skills:

• Experience implementing methodologies to improve first-call resolution.
• Experience leveraging analytics and data in the decision-making process.
• Proven track record of developing and providing asset management.
• Experience in implementing Service Desk ticketing systems.

Personal Attributes:

• Excellent relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to handle rapid change and manage effectively.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Team-oriented and skilled in working within a collaborative environment.