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Wheaton College
Wheaton, IL, United States
Job Description Service Desk Manager Job Overview Reporting to the Director of Technology Support Services, the Service Desk Manager is responsible for the coordination and leadership of all activities and tools related to the AIT Service Desk and its student workers, in order to provide excellent customer service to the Wheaton College communit
Job Source: Wheaton CollegeInvenergy
Chicago, IL, United States
This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12004053 Invenergy drives innovation in energy. Powered by decades of entrepreneurial experience and unparalleled execution, we solve the energy challenges facing our customers and communities. We provide power g
Job Source: InvenergyCresco Labs
Chicago, IL, United States
COMPANY OVERVIEW Cresco Labs is one of the largest public, vertically integrated, multistate operators in the cannabis industry. Our portfolio of in-house cultivated and manufactured brands features some of the highest quality, most awarded and most popular cannabis products in America. With dozens of locations nationwide, our owned and operate
Job Source: Cresco LabsTalentRise, An Aleron Company
Lombard, IL, United States
REMOTE POSITION: MUST BE WITHIN 60 MILES OF LOMBARD, IL OR MANSFIELD, OH OR GREENVILLE, WI Position: Service Desk Manager Travel: 15-20% About the Company: School Specialty is a company that provides educational products, services, and solutions for educators, schools, and districts. They offer a wide range of supplies and resources for pre-K to 1
Job Source: TalentRise, An Aleron CompanyCCCU - Council for Christian Colleges & Universities
Wheaton, IL, United States
Job Overview Reporting to the Director of Technology Support Services, the Service Desk Manager is responsible for the coordination and leadership of all activities and tools related to the AIT Service Desk and its student workers, in order to provide excellent customer service to the Wheaton College community. The AIT Service Desk provides the sin
Job Source: CCCU - Council for Christian Colleges & UniversitiesViziRecruiter,LLC.
, IL, United States
Introduction Imagine finding a career where you’re rewarded for doing what you do best—helping others. Overview Connection Services has a fantastic opportunity for an IT Service Center Manager, working Remotely. Excellent opportunity to work for a top VAR offering excellent benefits including 3 weeks paid PTO, bonus, excellent benefi
Job Source: ViziRecruiter,LLC.HUB International
Chicago, IL, United States
ABOUT US At HUB International, we are a team of entrepreneurs. We believe in empowering our clients, and we do so by protecting businesses and individuals in our local communities. We help businesses evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees. As a global firm, we offer employees reso
Job Source: HUB InternationalHUB International
Chicago, IL, United States
ABOUT US At HUB International, we are a team of entrepreneurs. We believe in empowering our clients, and we do so by protecting businesses and individuals in our local communities. We help businesses evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees. As a global firm, we offer employees reso
Job Source: HUB InternationalLombard, IL, United States
REMOTE POSITION: MUST BE WITHIN 60 MILES OF LOMBARD, IL OR MANSFIELD, OH OR GREENVILLE, WI
Position: Service Desk Manager
Travel: 15-20%
About the Company: School Specialty is a company that provides educational products, services, and solutions for educators, schools, and districts. They offer a wide range of supplies and resources for pre-K to 12th-grade education, including instructional materials, classroom furniture, and supplies for arts and crafts, physical education, and early childhood development.
About the Role: We are seeking a highly experienced and transformational Service Desk Manager to lead our organization through a critical ITIL adoption. This role is not just about managing our Service Desk; it's about revolutionizing the way we handle IT Operations support across the company. The ideal candidate will have a proven track record of successfully implementing ITIL frameworks within a similar-sized organization and be adept at championing process improvements across various operational teams.
This role involves developing and implementing industry-standard processes and standards, analyzing data, and delivering key performance indicators to optimize Service Desk and IT Operations performance across the entire organization.
This is a unique opportunity to play a pivotal role in transforming our IT Operations support landscape. If you have a passion for process improvement, a proven track record of leading ITIL adoptions, and the leadership skills to influence change across multiple teams, we want to hear from you.
Required Skills:
ITIL
Pay range and compensation package: $115,000 - $130,000 BOE
Essential Functions:
Lead and manage the Service Desk team, ensuring high levels of customer service and operational efficiency.
Champion the adoption and implementation of ITIL processes within the Service Desk and across IT Operations support teams, including those not directly under your control.
Develop and maintain strong relationships with all IT departments to foster support for ITIL process integration, ensuring seamless operational support across the organization.
Utilize exceptional influencing skills to gain buy-in and feedback from various teams, promoting a culture of continuous improvement and collaboration.
Serve as the primary advocate for IT Operations process enhancements, demonstrating leadership in transforming support practices.
Ensure the Service Desk team is fully trained and equipped to support ITIL-based processes and procedures.
Analyze performance metrics and utilize feedback to drive process improvements and the adoption of best practices.
Manage and develop Service Desk personnel, fostering a team environment that aligns with our ITIL adoption goals.
Required Qualifications (must meet to be considered):
A minimum of 5 years in a managerial role overseeing an IT Service Desk/IT Help Desk
Must have a strong understanding of metrics to evaluate the health and performance of the IT Service Desk and other support organizations throughout IT.
Relevant certifications in ITIL, demonstrating in-depth knowledge of ITIL frameworks and best practices.
Proven experience in leading an organization through ITIL adoption, with demonstrable success in enhancing IT Operations support processes.
Ability to analyze and interpret data to drive decision-making and process improvements.
Strong leadership skills with the ability to influence and gain buy-in from teams not directly under your control.
Excellent communication, interpersonal, and negotiation skills, with a track record of fostering collaboration across various departments.
A commitment to exceptional customer service and support, with a focus on continuous improvement and innovation.
Preferred Knowledge and Skills:
Experience implementing methodologies to improve first-call resolution.
Experience leveraging analytics and data in the decision-making process.
Proven track record of developing and providing asset management.
Experience in implementing Service Desk ticketing systems.
Personal Attributes:
Excellent relationship management and performance management skills.
Ability to motivate and direct staff members and subordinates.
Strong customer service orientation.
Proven analytical and problem-solving abilities.
Ability to handle rapid change and manage effectively.
Exceptional interpersonal skills, with a focus on listening and questioning skills.
Team-oriented and skilled in working within a collaborative environment.
Email Alert for Service Desk Manager jobs in Lombard, IL, United States
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