IT Service Desk Manager

POSITION OVERVIEW: Our client, located near the Glendale Heights, IL area, is looking for an IT Service Desk Manager. This company continues to grow and provide opportunities for development and advancement. This person must have excellent people management and relationship skills.

RESPONSIBILITIES:
- Responsible for leading and managing the enterprise support Service Desk and Assist Process and team
- Oversee requests, incidents and problems. Coordinate urgent and complicated support issues.
- ITIL or ITIL like best practices
- Provide data and reporting of KPI’s and trends to leadership
- Monitoring of system availability, critical batch processes and backups
- Support through the enterprise Assist Process & team with a focus on identifying critical issues and tickets for the IT Department
- Develop Service Level Agreements
- Review feedback and make improvements
- Reduce the number of tickets that are escalated to level 3 support and outperform goals related to service SLAs
- Develop and maintain reporting on productivity & SLAs

REQUIREMENTS:
- Bachelor's degree with 5+ years of experience with 2+ years in a similar role
- 2+ years of working in a large organization
- Previous experience managing a department of 5+ employees
- Lead a diverse team across several companies
- JIRA Service Desk experience

GET FASTER RESPONSES: Resumes without the required technical skills and experience will not be considered. Although a strong desire for a certain type of position is a credit to your goal, experience is necessary. This company is not considering relocation expenses to the Glendale Heights, IL area. They are not open to sponsorships for this IT Service Desk Manager position. Resumes with the skills listed in this job description get faster responses. For help with your resume, visit SpeedUpMyJobSearch.com/Resume-Services/