IT Service Desk Manager

Support

Glendale Heights, IL

2022-05-11

STATUS: On-Site 

OVERVIEW OF THE POSITION: Our client, a leader in industrial distribution, is growing and they are turning to TeamBradley to help them. They continue to grow and provide opportunities for development and advancement. They are currently looking for an IT Service Desk Manager. 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

SKILLS:

  • Degreed 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 multiple companies
  • Jira Service Desk experience 

WHEN RESPONDING TO THIS OPPORTUNITY: 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. Our client is not considering sponsorship at this time and is not open to relocation expenses.
IT Service Desk Manager – 11776

IND #1

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