IT Service Desk Manager

This is an office based position based at our Louisville, KY office. W hat the Role Is The Service Desk Manager is responsible for managing the Heaven Hill Service Desk and end-to-end management of all customer service requests and incidents. This position has primary accountability for user satisfaction and user experience. This is a working manager position where you will be actively working tickets and requests as well as leading and managing Service Desk analysts who are responsible for logging, categorizing, prioritizing, and triaging and/or resolving all inbound support requests from company users. Responsibilities for this position encompass start to finish tracking of all service requests, establishing and meeting Service Level Agreements (SLAs), customer communications and escalations, service performance and customer satisfaction measurement, request history analysis and root cause feedback to IT, and definition and maintenance of the service desk tracking (ticketing) system defining and managing Service Desk data, processes, and metrics, service performance reporting, and analyses to identify and resolve opportunities to eliminate root causes of break/fix issues and drive continuous improvement in service delivery performance. This position reports to the Director of Technology Services. How You Will Spend Your Time? Work with the End User Technology Engineer and others in Infrastructure and Operation (I&O) and IT Security to ensure the best possible end user experience. Manage and support the Service Desk analyst team. Share responsibilities of the service desk support analysts. Oversee service management processes, including service request ticket intake and resolution processes, documentation, and collaborations with tier-2 and SME support teams. In addition, ensure clear and concise updates are effectively communicated to constituents during and post-incidents. Define, manage, and update internal support tools, including support staff and self-service documentation, playbooks and automated workflows. Drive a continuous improvement program to reduce user issues and lost productivity time due to these issues. Develop and report team KPIs, service delivery performance and customer satisfaction metrics, and utilize to drive continuous improvement of the user experience. Improve and maintain the Service Desk tracking and management tools (e.g. Ticketing system, other workforce management tools as necessary) to ensure effective management of resources, service delivery performance, and measurement. Maintain a qualified staff through hiring and training and development programs to ensure relevance of skills with technology evolution. Collaborate with IT departmental teams during incidents and cases, including post-case resolution processes, to ensure visibility, appropriate documentation, and tracking standards in adherence with SLAs. Interact with customers who open support tickets throughout the incident lifecycle, from initial impact assessment to follow-up after the incident is resolved and closed. Escalate critical incidents and/or cases that are at risk of violating SLAs to the responsible IT team members. Who You Are High School Diploma or GED Equivalent required; Technical certifications in end user technologies and Bachelor's Degree are strongly preferred. Minimum 5 years of relevant experience with Information Technology Support, Case and/or Problem Management, as well as process improvement methodologies. Prior experience managing operational teams and people. Proficiency in incident response, infrastructure, ITIL, metrics, production environment, incident reports, technical issues, Network Operations, client-facing, and telecommunications preferred. Strong leadership skills to direct service teams in service requests, case, and incident management and promote a culture of continuous learning to develop and grow a cross-functional team. Experienced user and administrator of a trouble or service ticketing system. Proficiency in Service Management, including incident management, documentation, performance and user satisfaction metrics, and process development. General knowledge and experience with IT networks, IP Communications, and basic understanding of security principles is needed. Strong interpersonal skills and abilities to adapt to a complex and changing environment. Demonstrated focus on delivering and improving an excellent end user experience Excellent verbal and written communication skills. Strong problem-solving, critical thinking and decision-making skills in a technology environment Demonstrated ability to prioritize and multitask with excellent attention to detail. Must be team-oriented with ability to work independently and have flexibility to work evenings, weekends, and/or critical events necessitating additional service support. Baseline technical aptitude with ability to troubleshoot and ask appropriate questions to effectively triage general service requests. Project management experience in information technology-related research and development preferred Dedication to Heaven Hill's culture code: our Spirited Commitment to Choose Positivity, Work Together to Win, Make an Impact, Act with Integrity, Improve Every Day, and Be Authentic Physical Requirements While performing duties of job, employee is occasionally required to stand; walk; use hands and fingers to handle, or feel objects, and use of computer; reach with hands and arms. Employee must occasionally lift and/or move up to 50 pounds. Benefits Paid Vacation 11 Paid Holidays Health, Dental & Vision eligibility from day one FSA/HSA 401K match EAP Maternity/Paternity Leave Heaven Hill and its affiliates are committed to fostering a diverse workforce as an Equal Employment Opportunity company. We invite applications from candidates of all backgrounds, without regard to race, religion, color, sex, sexual orientation, natural origin, gender identity or expression, age, disability, veteran status or any other legally protected characteristic.