Manager, IT Service Desk

Manager, IT Service Desk

Callaway Golf is the leading manufacturer of premium golf clubs, balls, performance gear and accessories worldwide. Through an unwavering commitment to innovation, we push the limits of performance and create demonstrably superior products designed to make every golfer a better golfer.

Job Overview

The Manager, IT Service Desk is responsible for providing efficient, timely, and high-quality support to end-users of Topgolf Callaway Brands information systems through the leadership of the Service Desk and Desk Side teams. These teams handle issues across a wide variety of systems and services that include critical functions like security, availability, and productivity. This role is also responsible for mentoring, managing, and elevating the skillset of the analysts on the teams while developing long term strategies to optimize performance, thus improving the customer support experience.

Key Responsibilities

This position has three primary areas of responsibility:

• Management, leadership, and mentorship of the IT service desk and deskside teams
• Create and track metrics to evaluate performance and drive the teams to exceed defined SLAs
• Builds close relationships with business leaders and stakeholders to foster a true partnership with the business

Roles and Responsibilities

• Lead, manage and direct the overall IT service desk and deskside teams
• Monitor and drive the IT support desk team's efficiency and quality of work through KPIs/metrics
• Provide visibility, collaboration, and KPIs/metrics to business leaders and senior IT management
• Prioritize resources and projects in support of business values and key business objectives
• Mentor the IT teams to foster growth and provide continuous development of the teams
• Act as a business liaison by listening, understanding, and connecting with business leaders
• Fosters empathy and understanding with the business, creating an improved support team perception
• Consistently demonstrate professional and superior customer service and interpersonal skills
• Lead weekly ticket review meetings and follow-up on outstanding service incidents
• Cooperate with internal and external partners as needed to provide for exceptional daily IT support
• Act as an active change agent within the organization, challenging the team to improve and excel
• Identify and resolve inefficiencies and issues in processes and tools used for IT support
• Define roles and responsibilities for members of the support ecosystem, including users and service owners
• Adjust processes and timelines to ensure high quality technical support is consistently delivered
• Provide great communication and promptly respond to user inquires, escalations and requests
• Investigate and integrate new technologies and automation to improve overall service delivery
• Provide technical support and trouble resolution of escalated incoming tickets for tiers L2/L3
• Update existing documentation as needed, create standard operating procedures and support KBs
• Partner with third-party hardware, software, or support vendors as needed to resolve technical incidents
• Review all escalated tickets to ensure an exceptional level of support to our user community
• Manage tickets via the Jira support dashboard to ensure that SLAs and deadlines are met
• Maintain and enhance knowledge of our business and industry
• Perform all other duties as assigned by the Manager or Director

Technical Competencies (Knowledge, Skills & Abilities)

• Highly proficient in Microsoft Windows 10 and 11 desktop OS, Microsoft Office 365 and Intune
• Proficient in Mac/OS X and iOS operating systems, devices and services
• Proficient with Active Directory, Azure AD and Microsoft Windows on-prem domains
• Working knowledge of scripting (PowerShell/VB Script/Bash/Python, etc.)
• Able to install, setup, configure, troubleshoot, and optimize basic to complex systems and components
• Ability to lead, manage, and mentor multiple teams
• Ability to work effectively and collaboratively with cross-functional teams and stakeholders
• Strong written and verbal communication skills plus acute customer service skills
• Working knowledge of Microsoft network enterprise system computer environments
• Working knowledge of ERP technologies and platforms – SAP preferred
• Able to recognize, understand, and troubleshoot system performance warnings, alerts, and errors
• Working knowledge of Jira Service Management or other relevant ticketing system
• Ability to work well under pressure and in a fast-paced, results-oriented, team environment
• Strong organizational skills, punctuality, and the ability to prioritize multiple tasks effectively
• Strong logic, problem-solving, math and project management skills along with specific attention to detail

Education and Experience

• Bachelor's degree in information technology or equivalent technical training and experience preferred
• Minimum of 7 years' corporate experience in related Help Desk management or supervisory roles
• Minimum 3 years' managing an IT team providing delivery and day-to-day end user support