Manager IT Service Desk
ANCRA INTERNATIONAL, LLC

SUMMARY:

The Manager IT Service Desk is responsible for managing, planning, coordinating, and monitoring of IT Service Desk functions, personnel, and software. Other duties for the Manager IT Service Desk include but are not limited to: Managing Service Desk system for tracking incidents, problems, change, assets, and knowledge base; addressing any issues; and making recommendations for improvement. The IT Service Desk supports all group companies and all locations globally.

KEY RESPONSIBILITIES:

• Oversees the IT Service Desk operations to ensure exceptional customer service.
• Works closely and collaboratively with peers and across departments to effectively manage the IT Service Desk operation.
• Works closely with IT Director to establish clear goals and metrics that the IT Service Desk will focus on.

• Provides support in all areas of provisioning, installation/configuration, operation, and maintenance of IT client systems hardware and software and related infrastructure.
• Ensures timely completion of service and support requests and maintains departmental analytics for continued improvement.

• Serves as an escalation point for customer issues.
• Manages IT Service & Support team staffing, including recruitment, supervision, scheduling, development, and evaluation.
• Establishes and maintains regular written and in-person communications with the IT Director, the Group Management, and end users regarding IT support activities.
• Provides oversight for the IT Service Desk incident tracking system, problems, assets and knowledge base; addressing any issues and providing recommendations for improvements.
• Ensures IT Service Desk Tickets are updated in a timely manner.
• Responsible for the creation and maintenance of the IT operations knowledge base.

• Builds the relationship, trust, and facilitates communication framework with customers, business departments and vendors.
• Develops/defines and implements Service Level Agreement (SLAs), Key Performance Indicators (KPIs), and ad hoc reports for the IT Service Desk.

• Gathers and records applicable data and manages toward IT Service Desk KPIs and SLAs.

• Facilitates and fosters customer feedback to improve the performance of the IT Service Desk.
• Develops and regularly publishes analytics to measure IT Service Desk productivity and customer satisfaction.

• Creates documentation concerning IT systems and IT procedures.

• Must be a champion for pushing IT standards, procedures, policies, and best practices.
• Ensures adherence to defined IT policies and provides support for both internal and external compliance audits.

• Designs, documents, trains, and supports new procedures focusing on increased efficiency.
• Drives and instills continuous improvement discipline within IT and in the business. Strives to identify opportunities to reduce the overall cost to serve and operate new solutions.
• Implements industry best practices for IT Service Desk organization, processes, reporting, response times, and satisfaction.
• Integrates effective Internal Controls into all applicable work processes.
• Researches and recommends innovative, and where possible, automated approaches for administration tasks.
• Maintains a working knowledge of latest technology solutions and capabilities.
• Researches and evaluates new IT technology trends and applicability of software/hardware solutions.

• Develops requests for proposal as needed.

• Makes recommendations regarding hardware and software acquisitions.

• Implements IT system landscape changes in accordance with the change management policy.
• Manages vendor relationships and provides recommendations regarding vendors.
• Other duties, as assigned.

POSITION REQUIREMENTS:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 8+ years of operational experience in IT client/end-user support and in IT Infrastructure.
• 3+ years of IT Service Desk management experience.
• Experience in a global manufacturing business environment.

• Deep technical background in IT Infrastructure and IT Operations:
  • Microsoft products, e.g., Microsoft server operating systems, Active Directory, SQL, Enterprise Office 365, Azure, OneDrive, SharePoint, and Teams.
  • IT Service Desk Management System.
  • General IT Networking and Server/Storage Operations.
• Printing.
• IP phone system (Avaya preferred).
• Mobile Device Management.

• Customer-focused, with an ability to understand and manage customer expectations.
• Experience with ITSM best practices and ITIL standards; ITIL Foundations certification preferred.
• Demonstrated management and decision-making skills concerning Information Technology policies, processes, and procedures.
• Experience using metrics to make data-driven decisions.
• Very strong verbal and written communication skills, including ability to communicate and collaborate effectively with diverse groups of people.
• Understanding of overall business and IT strategy and ability to develop solutions with management at all levels.
• Ability to build rapport and trust with customers and internal stakeholders on all technical levels.
• Strong organizational and time management skills.
• Ability to manage multiple tasks and projects.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to troubleshoot and support/drive issues to resolution; root cause analysis.
• Strong analytical/problem solving abilities.
• Familiarity with creating technical documentation.
• Project Management experience concerning medium complexity projects from planning to completion. Track record of completing tasks and/or project within budget and on schedule.
• Extensive experience working in a team-oriented, collaborative environment.
• Experience in a remote IT environment and in managing remote team members.
• Value based people management including "leading by example".
• Ability and willingness to integrate, cooperate and succeed in a multi-national group (i.e., traveling abroad, understanding corporate needs, co-operating, and communicating with colleagues from overseas).
• Experience managing service and procurement vendors.
• Self-driven and highly passionate about providing excellent service.
• Efficient and resilient working style (e.g., priority setting, willingness to work in peak situations, absorbing pressure).
• Drive for excellence in own work and cooperation with customers/ colleagues/ employees.
• Interest in continuous learning.

EOE M/F/D/V