IT Service Desk Manager

SUMMARY:
The IT Service Desk Manager will oversee all Service Desk Analysts and related support processes, ensuring that end users receive the appropriate assistance and level of support. This includes the responsibility of designing, managing, and improving services and processes related to the intake, identification, prioritization and resolution of requests, incidents, and problems. This role will be responsible for development, implementation and oversight of procedures to ensure service levels agreements (SLAs) are established, achieved, and/or adjusted for appropriate and expected resolutions, as well as collaborating with other functional support teams to ensure clear and concise updates are effectively communicated to stakeholders during and post-incidents. The Service Desk Manager will contribute to escalated requests, incident and problem resolution by giving hands-on support to end users and executives when necessary.

ESSENTIAL DUTIES and RESPONSIBILITES include the following:

• Develop, analyze and report on Service Level Agreements (SLAs) to establish expectations for request, problem, and incident resolution timeframes.
• Collaborate with stakeholders, service owners, and departmental teams on requests, incidents, and problems to ensure visibility, appropriate and accurate documentation, and adherence to processes for achieving SLAs and root cause identification.
• Ensure quality assurance is performed on requests and incidents for proper prioritization and categorization, escalation where needed, and assignment to appropriate technical teams.
• Establish service delivery metrics to identify recurring issues and trends in response to organizational needs and challenges.
• Monitor the performance of Service Desk function and document resolutions, identify problem areas, and deliver scalable solutions to enhance quality of services.
• Collaborate with others to develop policies, processes and standard operating procedures that outline how requests, incidents and problems are identified, documented, assigned, and fulfilled.
• Develop and/or maintain staffing capacity plans, time and attendance management, and performance measurement of Service Desk staff.
• Demonstrate the ability to develop the skills of others. Identify and respond to professional development and coaching needs of all Service Desk staff.
• Maintains updated skillset on latest IT technologies, trends, and developments.
• Plan and conduct performance appraisals of Service Desk staff.
• Perform related duties as assigned and unrelated duties as requested.

REGULATORY

• Ability to obtain racing and/or gaming licenses as required in any jurisdiction where CDI operates. The gaming industry is highly regulated and as such demands an extensive background check to obtain a license.
• Must be at least 21 years of age.

EDUCATION and EXPERIENCE:

• Bachelor's degree in information systems, Computer Science or equivalent.
• Minimum 3+ years of proven success running a professional IT Service Desk in a corporate environment.
• Strong understanding of desktop technologies and end user productivity applications.
• Experience with vendor management, including outsourced tier one Service Desk providers.
• Highly proficient in IT Service Management, including request, incident, and problem management, documentation, performance and user satisfaction metrics, and process improvement.
• Strong and demonstrated leadership skills to direct staff and other teams in service incident and problem management.
• Proven ability to promote a culture of continuous improvement and develop a strong cross-functional team.
• Working knowledge of IT processes (i.e., ITIL) including Service Request, Incident, Problem, Change and Release Management.
• Ability to think strategically, switching between long-term and short-term perspectives while managing multiple and unrelated demands concurrently.
• Demonstrated leadership skills, ability to provide direction, constructive feedback, and employee coaching when necessary.
• Excellent verbal and written communication skills.
• ITIL Foundation v3 or higher certification.

PHYSICAL DEMANDS/ WORKING CONDITIONS:

• Extended periods of sitting at a desk and working on a computer.
• Regular use of a keyboard and mouse for typing and navigating software.
• Viewing a computer screen for prolonged periods.
• Ability to manipulate paperwork, including filing, sorting, and organizing.
• Moving within the office environment to attend meetings, use office equipment, or interact with colleagues.
• Occasional lifting of office supplies or paperwork (up to 20 pounds).
• Speaking and listening to colleagues and clients in person, over the phone, or via video conferencing.
• Working in a climate-controlled office environment with moderate noise levels.
• Performing repetitive tasks such as data entry or document preparation.
• Working under artificial lighting conditions typical of an office environment, which may include fluorescent or LED lighting.

Role is onsite five days a week at the Louisville, KY CDI headquarters office.