Manager, Desktop Services

Indianapolis, IN, United States

Service Desk and Endpoint Manager

We are actively seeking a seasoned Service Desk and Endpoint Manager to join our dynamic IT team, taking the lead in managing our organization's 24/7 service desk and endpoint infrastructure team.

This role is responsible for supervising and coordinating the Service Desk and Endpoint functions within the organization to ensure timely delivery of superior customer service expiring handling incident resolution and request fulfillment. This role involves leading and supporting a team of specialists who provide technical support to end-users, ensuring efficient and effective resolution of IT-related issues, and maintaining a productive and user-friendly work environment. This wide-ranging role involves being responsible for both desktop support and service desk functions, ensuring a seamless and efficient experience for end-users across our organization.

The successful candidate will demonstrate proactive problem-solving abilities, possess a deep understanding of service desk and endpoint technologies, and showcase a passion for driving innovative solutions and outstanding customer service and satisfaction.

Responsibilities:

Building and cultivating positive relationships with business leaders and collaborators across multiple locations.

Develop, lead, and encourage a team of experts to deliver outstanding technical and non-technical support with a strong emphasis on customer service and satisfaction.

Collaborating with end-users to understand their IT needs and issues, ensuring a high level of engagement and fostering true partnerships.

Cultivating a collaborative and innovative team culture to enhance productivity and efficiency.

Improving operational efficiencies and support levels, elevating the customer experience

Implementing strategies to improve the user experience and productivity with endpoint devices.

Finding opportunities for process improvement and user education.

Coordinate training, orientation, and knowledge transfer sessions for the user base and support teams.

Developing and leading Tier 1 and 2 support processes and documentation.

Working closely with development and infrastructure teams for the seamless transition of new systems, software, and applications to the Service Desk for support.

Performing incident trend analysis, making recommendations for ways to reduce recurring issues.

Leading, developing, and mentoring the team, handling resource requirements, operational budgets, financial reporting, and third-party vendor contracts.

Ability to travel occasionally to North American locations, with an expectation less than 20%.

Education & Experience:

Exceptional critical thinking skills facilitating service delivery methodology innovation.

Successful record leading an integrated team of service desk and endpoint support professionals

In-depth knowledge of Service Desk and Endpoint support environments.

Excellent leadership and people management skills.

At least 3 years of leadership experience leading hybrid and remote teams.

Bachelor's degree in a related field preferred; equivalent experience will be considered.

In-depth knowledge of IT Service Management (ITIL) frameworks, ITIL Certification a plus

Outstanding interpersonal and communication skills, verbal and written.

Exceptional problem-solving and analytical skills.

Solid understanding of endpoint technologies, including operating systems, device management, and security solutions.

Familiarity with mobile device management (MDM) solutions.

Experience with enterprise imaging, endpoint deployment, and application packaging technologies.

Deep technical competency in O365, Windows Operating Systems, Desktop Applications, Computer Hardware, printers, and related technologies.

At Delta Faucet Company, we view diversity as a mosaic of thoughts and perspectives that come from people's varied cultural backgrounds, experiences, education, career paths and other influences that make each of us unique. For us, inclusion means welcoming differing opinions, collaborating, allowing people to come to work as who they are and recognizing everyone's contributions. We know that in a diverse, inclusive company, ideas flow freely, all voices are heard and all perspectives are valued. Delta Faucet Company continuously strives to be this kind of organization. Diversity and Inclusion (D&I) supports our inherent values, makes us more relevant to customers and consumers and inspires innovation. It is not a goal or a program; it is a vital ingredient in our formula for success and a key to our future growth.

Company: Delta Faucet Company

Full time

Hiring Range: $83,900.00 - $131,890.00

Actual compensation may vary based on various factors including experience, education, geographic location, and/or skills.

Delta Faucet Company (the "Company") is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company's policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Delta Faucet Company is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish

E-verify Right to Work Poster: English, Spanish

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