Managed Services Support Desk Manager - Carrier Access IT

Job Title:  Managed Services Support Desk Manager

Department: Managed Services

Reports To:  Director of Managed Services

Locations: Clive, IA, Cedar Rapids, IA or Omaha, NE.

Job Summary:

We are seeking a dynamic and experienced Managed Services Support Desk Manager to lead our team of dedicated support professionals. The Support Desk Manager will be responsible for overseeing the day-to-day operations of our service desk, ensuring efficient resolution of client issues, and maintaining high levels of client satisfaction.

Essential Functions:

• Lead, coach, and mentor a team of service desk engineers, fostering a culture of excellence, collaboration, and continuous improvement.
• Set clear performance objectives and provide regular feedback to team members to drive individual and collective growth.
• Develop and implement training programs to enhance the technical skills and customer service capabilities of the service desk team.
• Oversee the delivery of IT support services to clients, ensuring adherence to service level objectives (SLOs) and operational standards.
• Monitor service desk metrics and KPIs to identify trends, address performance issues, and drive service improvements.
• Implement best practices and processes for incident management, problem resolution, and service request fulfillment.
• As needed, serve as the primary point of contact for escalated client issues, working closely with clients to understand their needs and expectations.
• Collaborate with managed services team leads, managed services engineers, account management, and sales teams to identify opportunities for service enhancement and expansion.
• Evaluate, implement, and optimize service desk technologies and tools to streamline operations and enhance productivity.
• Stay informed about emerging IT trends and technologies, providing recommendations for their integration into service delivery processes.
• Ensure the managed services team is proficient in the use of relevant ITSM tools and platforms.
• Drive a culture of continuous improvement within the managed services team, encouraging innovation and efficiency gains.
• Regularly review and refine service desk processes, procedures, and documentation to maximize effectiveness and minimize risk.
• Champion initiatives to automate routine tasks, improve self-service capabilities, and enhance overall service quality.
• Actively engage with Managed Services Leadership Team.
• Ensuring time tracking is completed accurately and timely.
• Work closely with the finance team on monthly billing.
• Perform other tasks as needed and/or requested.

Education and Experience:

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
• Proven experience in a leadership role within an IT service desk or helpdesk environment, preferably in a managed service provider (MSP) setting.
• Strong technical knowledge across a broad range of IT disciplines, including desktop support, networking, and systems administration.
• Demonstrated experience in service delivery management, including SLO management, incident resolution, and problem management.
• ITIL certification preferred.
• Experience with Power BI or other data analytics applications preferred.
• Experience with IT service management (ITSM) tools such as ConnectWise, ServiceNow, Remedy, or Jira Service Management.

Required Skills and Abilities:

• Excellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and stakeholders at all levels.
• Strong leadership abilities, with a focus on coaching, mentoring, and developing team members.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Strong organizational skills and ability to work independently and with a team.
• High level of self-motivation with a keen attention to detail.
• Ability to travel if required.
• On call availability.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other computer components.
• Occasional inspection of cables in floors and ceilings.
• Lifting and transporting moderately heavy objects, such as computers and peripherals.

Benefits:

• Health Insurance
• Dental Insurance
• Vision Insurance
• 401k and company match
• Flexible Schedule
• Life Insurance
• Short term and long-term disability
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Dependent Care Account (DCA)
• Employee Assistance Program 
• Opportunities for professional and career advancement