IT Service Desk Manager

The position is described below. If you want to apply click the Apply button at the top or bottom of this page. Youll be required to create an account or sign in to an existing one.

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Regular or Temporary:

Language Fluency: English (Required)

Work Shift:

Please review the following job description:

Key Responsibilities

Service Desk Operations

• Oversee daily operations to ensure timely resolution of incidents and requests.

• Implement ITIL best practices for incident problem and request management.

• Monitor service desk metrics (response times resolution rates customer satisfaction).

• Manage escalated support issues requiring on-site presence including complex troubleshooting patching and hardware/software re-installations.

Leadership & Team Vendor Management

• Promote a customer-first mindset across the team

• Lead mentor and develop the service desk team to deliver high-quality support and advance teamobjectives.

• Partner with IT Support vendors and outsourced partners to ensure service excellence.

Process Improvement & Compliance

• Identify develop and communicatenew technologystandards and best practices.

• Identify opportunities to streamline workflows and enhance efficiency.

• Drive automation and self-service initiatives.

• Maintain documentation of procedures FAQs and knowledge base articles.

• Ensure compliance with IT security standards policies and procedures.

Customer Experience & Business Focus

• Serve as the primary point of contact for all IT service requests incidents and communications with internal and external customers.

• Ensure customer satisfaction by delivering excellence in IT products and services and by consistentlydemonstratinga professional positive and approachable attitude.

• Champion customer service excellence by ensuring all interactions are empathetic professional and solution oriented.

• Proactively seek out unmet business needs and propose technology-based solutions that enhance user experience and business outcomes.

• Gather feedback to continuously improve service quality.

Stakeholder Engagement

• Act as the technical and communications liaison between IT business partners users and senior management.

• Participate in IT steering committees and project teams asrequired.

Desired Attributes

• Empathetic leader who inspires trust and accountability.

• Analytical thinker with a focus on problem-solving and continuous improvement.

• Skilled at balancing technical priorities with customer satisfaction.

• Adaptable and resilient in managing change.

Cross-Functional Collaboration

• Partner with infrastructure applications cybersecurity and regional IT teams to resolve IT issues.

• Communicate effectively with executives and stakeholders across diverse geographies.

• Align service desk operations with enterprise IT strategy and business objectives.

Education and Experience

• Bachelors degree and 510 years of related experience or equivalent combination.

• Strong knowledge of ITIL framework and ServiceNow

• Proven experience in technical management data governance and service desk operations.

• Strong knowledge of current IT hardware systems software and trends.

• Mastery with MS Products such as M365 Active Directory AzureMS Office Suite is required.

• Demonstrated ability to analyze situations evaluate alternatives and implement robust solutions.

• Strong written and verbal communication skills with fluency in English.

Core Competencies

• Customer- and business-focused mindset with a commitment to service excellence.

• Strong problem-solving and analytical skills; ability to work independently and exercise sound judgment.

• Adaptability to change and willingness to be held accountable for commitments.

• Ability to manage personnel with minimal supervision and work effectively in a team environment.

• Sensitivity in handling confidential information and strong organizational skills.

General Description of Available Benefits for Eligible Employees of CRC Group: At CRC Group were committed to supporting every aspect of teammates well-being physical emotional financial social and professional. Our best-in-class benefits program is designed to care for the whole you offering a wide range of coverage and support. Eligible full-time teammates enjoy access to medical dental vision life disability and AD&D insurance; tax-advantaged savings accounts; and a 401(k) plan with company match. CRC Group also offers generous paid time off programs including company holidays vacation and sick days new parent leave and more. Eligible positions may also qualify for restricted stock unitsand/or a deferred compensation plan.

CRC Group supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race gender color religion citizenship or national origin age sexual orientation gender identity disability veteran status or other classification protected by law. CRC Group is a Drug Free Workplace.

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