IT Service Desk Manager

A higher-level Help Desk Manager who can be tactical (help desk), strategic (drive standards and processes changes), collaborative (support the implementation / updates of software, network, and equipment), and provide leadership and direction to service desk support team members. The Service Desk Manager plays a key role to support our eight (8) locations day to day operations, assists company business users as the 1st point of contact for all IT requests and issues, working to resolve them while developing and delivering IT services that support end-user and business needs.

• Supervision of Service Desk colleagues, managing workload and resource availability to guarantee delivery of service. Supports and guides the work of IT Service Desk members.

• Responsible for the day-to-day service requests and incidents, overseeing the effectiveness of Service Desk knowledge and skills.

• Act as the team’s champion, offering specialized advice and support for IT-related issues, while providing customers with the best possible service and conveying a sincere willingness to support a broad range of service requests.

• Maintain hardware and peripherals: Responsible for upgrading and replacing end-user devices; proper documentation and asset inventory

• Development of standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to the creation of support documentation.

• Acts as an escalation point for team members, taking opportunities to coach and guide investigation for complex incidents, seeking resolution as necessary.

• Establish and meet SLA standards: Close tickets in a timely manner, while upholding customer service standards

• Experience in working accurately and confidently with service desk tools and technology, familiar with ITIL and ITSM platform, remote access tools, knowledge resources.

• Manage and lead annual budgeting process for areas of responsibility

• Assess current state in various processes and drive improvements which includes but is not limited to help desk ticket system, on-boarding / off-boarding employees, archival of data, etc.

• Establish KPI’s for IT; provide monthly KPI reports to VP of Information Technology which includes but not be limited to helpdesk tickets, projects / portfolios tracking.

• Provide regular feedback to VP of Information Technology with opportunities / recommendations for process improvements on IT department operations.

• Travel to all company manufacturing sites (8) on a regular basis, estimated 25% of the time

• Direct and manage a staff of 4-5 employees

What You Won’t Do:

• Feel stuck – we offer great opportunities to advance and learn

• Get bored – we make custom products, so no day is the same

• Feel like a number – we’re a close-knit bunch and always have each other’s backs Who you are:

• A self-starter who thrives in a fast-paced environment

• A quick learner who is always ready to gain depth of knowledge in manufacturing processes

• A reliable worker who knows the importance of showing up when it counts

• Accept assignments with open, cooperative, positive and team-oriented attitudes

• Able to plan and execute plans across teams • Effective communicator, both written and verbal

Requirements

What You Will Need:

• Communication Skills – Excellent communication skills to communicate with co-workers effectively and tactfully, managers, executives, consultants, business associates and regulatory agencies presenting a professional image as a representative of the company. Ability to effectively communicate over any medium (phone, email, in-person, etc). Interpersonal skills are necessary to carry out duties in a professional manner, as well as the ability to work well under stress.

• Education and Experience – A bachelor’s degree in computer science, information technology and 7-10 years of experience in an IT support role, i.e. Service Desk or Help Desk environment providing technical support to a complex customer base. 5+ years’ experience as a team lead / supervisor / manager. 2-3+ years of experience in a manufacturing environment

Work Environment: The incumbent will travel between the Rosemont and Schaumburg, Illinois offices. In addition, will be required to travel five (5) days a month to other divisions/sites. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand; climb or balance and smell. The employee is occasionally required to walk; sit; use hands to finger, handle, or feel; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus

Benefits

What you will enjoy working at our company :

• Competitive wage and benefits package

• Medical, dental, and vision insurance

• Vacation and paid holidays

• Life and AD&D insurance, disability insurance

• Tuition reimbursement

• Great 401(k) with company match – fully vested!

• Employee Referral program

• Temperature controlled environment

• Community involvement Investing and giving back to the community

• Additional Free Resources such as travel assistance, EAP, etc.

What You Will Need: • Communication Skills – Excellent communication skills to communicate with co-workers effectively and tactfully, managers, executives, consultants, business associates and regulatory agencies presenting a professional image as a representative of the company. Ability to effectively communicate over any medium (phone, email, in-person, etc). Interpersonal skills are necessary to carry out duties in a professional manner, as well as the ability to work well under stress. • Education and Experience – A bachelor’s degree in computer science, information technology and 7-10 years of experience in an IT support role, i.e. Service Desk or Help Desk environment providing technical support to a complex customer base. 5+ years’ experience as a team lead / supervisor / manager. 2-3+ years of experience in a manufacturing environment Work Environment: The incumbent will travel between the Rosemont and Schaumburg, Illinois offices. In addition, will be required to travel five (5) days a month to other divisions/sites. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand; climb or balance and smell. The employee is occasionally required to walk; sit; use hands to finger, handle, or feel; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus