Service Desk Manager

Overview Build the Future Do you enjoy testing the limits of possibility? At McGraw Hill, our Global Technology Services organization drives progress and help build the future of learning. If you have the passion and technical expertise to thrive in an innovative and agile environment, we want to learn more about you. Your impact on the team The Service Desk Manager is responsible for the strategic direction and continual improvement of the service desk function. This role focuses on enhancing service quality, optimizing processes, and driving initiatives that improve user satisfaction and operational efficiency. The Service Desk Manager will lead efforts to identify and implement best practices, ensuring the service desk evolves to meet the changing needs of the organization. This is a hybrid position open to applicants currently authorized to work for any employer within the Columbus, Ohio area. What you will be doing: Oversee operational management of the service desk, including escalations, and ensuring the efficient delivery of IT services. Hardware and Software asset management duties as required. Develop and implement strategies for continuous improvement of service desk operations and user satisfaction. Analyze service desk performance data to identify trends, root causes of issues, and opportunities for improvement. Lead projects to enhance service desk tools, processes, and workflows. Establish and maintain strong relationships with key stakeholders and other IT teams to ensure alignment and collaboration. Oversee the development and delivery of training programs to enhance service desk staff's skills and capabilities. Manage the service desk budget, including resource allocation and cost control. We're looking for someone with: Minimum of 3 years of experience in IT service management or a related field. Proven track record in a managerial or leadership role within an IT service desk environment. In-depth knowledge of IT service management (ITSM) frameworks and best practices. Proven strong analytical, problem-solving, and project management skills, with proficiency in change management. Proven leadership, team management, communication, and stakeholder management abilities. Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience. Bonus if you have: ITIL Practitioner or Expert certification. Experience with implementing continuous improvement methodologies such as Lean, Six Sigma, or Agile. Familiarity with advanced service desk tools and technologies. Experience in managing budgets and financial planning within an IT organization. Why work for us? The work you do at McGraw Hill will be work that matters. We are collectively designing content that will build the future of education. Play your part and experience a sense of fulfillment that will inspire you to even greater heights. The pay range for this position is between $90,000 - $100,000 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location. Additionally, a full range of medical and/or other benefits may be provided, depending on the position offered. Click here to learn more about our benefit offerings. McGraw Hill recruiters always use a '@' email address and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email. 47962 McGraw Hill uses an automated employment decision tool (AEDT) to assist in the screening process by recommending candidates with 'like skills' based on resume and job data. To request an alternative screening process, please select 'Opt-Out' when asked to 'Consent