Sr. Manager, Service Desk

Sr. Manager, Service DeskLocation: Simi Valley CADuration: 3-6 months contract to PERM with CLIENT100% On-Site Work Must be within 1 hour commute to Simi ValleySummary:The primary role of the Senior Manager, Service Desk is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. Evolve current Service Desk processes and metrics. This includes asset management, ITIL processes, metrics, and SLAs. The Senior Manager, Service Desk is also responsible for planning, designing, and analyzing the organization's Service Desk according to best practices, while ensuring high levels of customer service quality and availability. Develop of Service Desk KPIs and plan to improve and grow the level of service maturity. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Senior Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.Position ResponsibilitiesDevelops our Global Service Desk strategy and communicate to our Leadership on Services, end user technologies, and team developmentDevelops Service Level Agreements (SLAs) to establish problem resolution expectations and timeframesDevelops policies and procedures that outline how problems are identified, documented, assigned, and correctedAnalyzes performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problemsPlan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses and promotions when necessaryPrepares budget proposals and operational expenditure statementsCollaborate with other departments to identify and/or procure Service Desk software for internal staff and external clientsConducts research on emerging products, services, protocols, and standards in support of service desk technology procurement and development effortsLiaises with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issuesEnsures appropriate training initiatives for new and existing staffPurchasing and deployment tasksManages a global teamManages the processing of all Service Desk Incidents and Requests through ticketing systems and ensure courteous, timely and effective resolution of end user issuesDevelops and enforces request handling and escalation policies and proceduresTracks and analyzes trends in Help Desk requests and generate statistical reportsAssesses need for any ticketing system reconfigurations (minor or significant) based on request trends and makes recommendationsIdentifies, recommends, develops, and implements end user training programs to increase computer literacy and self-sufficiencyOversees development and communication of help sheets, usage guides and FAQs for end usersOversees the development, implementation and administration of service desk staff training procedures and policiesTrains, coaches and mentors Service Desk Technicians and other junior staffManages the overall desk activities of staffContributes to escalated problem resolution by giving in-person, hands-on support to end users when necessaryAttends Change Advisor Board (CAB) meeting.Monitors incident trends and anticipate potential problems for proactive resolutionBasic Qualifications (Required Skills & Experience)Bachelor's degree in the field of Information Technology Management or related or equivalent combination of education, training, and experience. Masters degree preferred.Minimum of 9 + years' experience managing a Service Desk Organization including budgetary responsibilitiesMinimum of 5 + years in a managerial / supervisory role5-7 years' experience with desktop and server operating systems, including Window, IOS, MACOS, LINUXExtensive application support experience with Service Desk / ticketing platformExtensive knowledge of computer hardware, including VMware workspace One, Ivanti EPM, Engineering softwareProven track record of developing and providing SLAs and Service Desk deliverables.Demonstrated progressive experience in the management of a technical support team40-hour on-site work week with on-call availability when requiredOther Qualifications & Desired CompetenciesMinimum 7 + years of Global Service desk experience preferredOccasionally may be required to travel within the Continental U.S.Certification in ITIL is a mustFamiliarity with the advanced principles of ITIL , ITSM & CobitSolid relationship management and performance management skillsAbility to motivate and direct staff members and subordinatesStrong customer service orientationProven analytical and problem-solving abilities with strong attention for detailAbility to effectively prioritize and execute tasks in a high-pressure environmentGood written, oral, and interpersonal communication skillsExceptional interpersonal skills, with a focus on listening and questioning skillsAbility to present ideas in business-friendly and user-friendly languageSelf-starter, highly self-motivated and directedTeam-oriented and skilled in working within a collaborative environmentAbility to identify business growth opportunities and risksAbility to manage multiple, critical projects simultaneously and enjoy working in a dynamic and fast-paced environment, where small teams share a broad variety of dutiesStrong leadership and interpersonal skills with the ability to influence othersUses vision to think beyond the immediate situation, explore multiple potential paths, and adapt decision-making style based on the situational circumstancesInspires, motivates, and empowers people to deliver organizational goals, while also delivering value back to employeesBrings organizational values to life using personality, uniqueness and the creation of a shared visionChampions the process of change and promotes a culture of quick adaptation while helping others deal with the effects of changeAbility to develop and maintain internal and external trusting, professional relationship