IT Service Desk Manager

Tandy Leather Factory Inc. is seeking a dynamic and experienced IT Service Desk Manager to lead our technical support team. In this crucial role, you will be responsible for overseeing the day-to-day operations of our IT service desk, ensuring the delivery of exceptional customer service to our internal clients. The ideal candidate will have a strong background in implementing and maintaining ITIL best practices, managing a team of skilled technicians, and continuously improving service delivery processes. You will play a pivotal role in bridging the gap between our IT department and end-users, fostering a culture of excellence in customer support while aligning service desk operations with our organization's broader IT strategy and business objectives. JOB TITLE IT Service Desk Manager REPORTS TO VP IT LOCATION Fort Worth, Texas (In office) MAIN RESPONSIBILITIES Lead a team of service desk professionals, ensuring team performance exceeds SLAs and consistently meets organizational expectations Achieve a service desk that resolves a high percentage of issues on the first contact (First Call Resolution of 80%), minimizing escalations and reducing Mean Time to Resolution (MTTR) Develop and implement strategic plans for the IT service desk to improve efficiency and user experience Manage the ticketing system, ensuring that all tickets are tracked and resolved effectively Implement ITIL service management practices Build and leverage automation for common service requests to enable service desk staff to focus on more complex, high-value tasks Provide leadership for the Service Desk team to act as a coach and mentor. Help staff prepare and execute development plans Support escalated issues the Service Desk team is not equipped to handle Report on service level targets monthly and create improvement plans where necessary Function as a liaison between business teams as the central point of contact for the Service Desk organization Identify and source hardware and software solutions for corporate users and retail stores Troubleshoot and resolve technical issues directly, including network troubleshooting Ensure that all IT changes are managed effectively, minimizing disruption to the business Oversee development and communication of help sheets, usage guides and FAQs for end users and IT service desk training Oversee the development, implementation and administration of service desk staff training procedures and policies Conducts research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts ESSENTIAL QUALIFICATIONS: Minimum of 7 years of experience as a help desk manager or similar role in the IT industry Proven experience with IT service desk management, strategic planning, ticketing systems, and global support Strong technical skills, including network troubleshooting and hands-on management Experience managing IT governance and SOC compliance Proficiency with Microsoft Office 365, Active Directory, network security, and firewall configuration Experience implementing of ITIL and IT change management best practices Experience with Microsoft Dynamics 365 Business Central desired EQUAL EMPLOYMENT OPPORTUNITY Our Company is committed to equal employment opportunity in all aspects of employment. We will not discriminate against employees or applicants for employment on any legally-recognized basis including, but not limited to: veteran status, race, color, religion, sex, marital status, sexual orientation, national origin, physical and/or mental disability, age, creed, arrest records, genetic predisposition or carrier status, and/or participation in lawful activities outside the workplace. ABOUT TANDY Tandy Leather Factory, Inc., (http://www.tandyleather.com), headquartered in Fort Worth, Texas, is a specialty retailer of a broad product line, including leather and leatherworking tools buckles and adornments, leather dyes and finishes, saddle and tack hardware, and do-it-yourself kits. Tandy Leather distributes its products through its 100 North American stores in 41 US states and 6 Canadian provinces and one international store located in Spain. Its common stock trades on the Nasdaq with the symbol "TLF". Tandy Leather is an equal opportunity employer, and we participate in E-Verify.