IT Service Desk Manager - Genesco

IT Service Desk Manager- Genesco

The Manager, IT Service Desk is responsible for leading and advancing first-level service and support of end-user service requests and information technology incidents. The manager has a passion for providing great customer service with a focus on meeting and exceeding service level targets. The Manager, IT Service Desk Manager, IT Service Delivery oversees the development of IT Service Desk team members applying IT Service Management processes to achieve service level targets. The manager works with their leadership and IS/IT counterparts to provide ongoing feedback of documented operating processes and procedures to drive improved operating performance and service delivery.

How You Will Make a Difference

• Recruits, retains, coaches, and supervises service desk team members, motivating the team, conducting 1-on-1 coaching, feedback, and performance reviews for team members.
• Analyzes incidents and requests service metrics to recognize trends and identify performance, training, documentation, and process gaps. Works with supervisor and IS/IT counterparts to close identified gaps.
• Ensures compliance with user account management policies and procedures.
• Identifies, establishes, and facilitates ongoing training of service desk team members to stay abreast of service and support requirements.
• Facilitates start-of-day (SOD) team touchpoints to review operations between shifts, discuss priorities and assignments, and conduct hand-offs as appropriate.
• Identifies, triages, and supervises major incident response and restores normal service operations as quickly as possible providing ongoing communications with IT management. Coordinates troubleshooting incidents across multiple teams, and confirms required actions are taken in a timely manner.
• Promotes self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and operational efficiency.
• Oversees and ensures maintenance of effective, easy to use, knowledge base of information based on IS/IT feedback and documented configuration and operating procedures.
• Oversees the successful implementation of IT service-related projects and the deployment and support of client end-user hardware.
• Collaborates with team, supervisor, and Infrastructure Architect to contribute to the infrastructure roadmap outlining end-user computer lifecycle and technical direction.
• As appropriate, utilizes metrics, feedback, and observation to apply corrective active counseling as outlined by Personnel department policies.
• Other duties may be assigned.

Experience and Skills You'll Need to Have

• High school diploma with undergraduate college training preferred
• 5+ years' experience working in an IT service desk environment
• 2+ years' experience managing an IT service desk environment
• ITIL Foundation certification and experience
• Proven strong leader/manager skills
• Ability to train and encourage team members
• Ability to prioritize, manage multiple priorities, and effectively communicate across teams and with the business.
• Ability to work collaboratively with others in large and small teams.
• Self-motivator who will motivate team members
• Experience working with end-user compute (wired/wireless) technologies a plus.
• Working knowledge of Microsoft 365 tools.
• Good analytical and problem-solving skills.
• Strong verbal and written communication skills
• Willingness to work a flexible schedule as needed that can include nights, weekends, and holidays