Manager, IT Service Desk

Title: Manager, IT Service Desk
Location: Kettering, OH (Hybrid) 
Client Industry: Healthcare 

We have partnered with our client in their search for a highly skilled and motivated IT Service Desk Manager to join the IT Infrastructure team. This pivotal role will be responsible for overseeing the Service Desk and End User Services, managing up to ten direct reports. This role is crucial in ensuring that our technology support services meet and exceed the expectations of our users, with a focus on quality, efficiency, and innovation. The ideal candidate will be a strong, communicative manager who is not only adept at handling operational challenges but also passionate about driving improvements and leading their team to success.

Responsibilities:

• Direct leadership and development of the Service Desk and End User Services team, including hiring, coaching, mentoring, promoting, and performance management.
• Oversee and manage incoming customer requests through various channels (e-mail, phone, walk-up), ensuring high-quality support.
• Act as a technical escalation point for resolving complex technical issues.
• Establish and nurture effective professional relationships across the business and with external partners.
• Manage procurement, receipt, and invoicing processes for hardware, software, and services.
• Develop, measure, and report on key performance indicators (KPIs) and service level agreements (SLAs) to ensure desired outcomes are met.
• Regularly define and communicate Service Desk service levels and environment status to customers and stakeholders.
• Proactively identify opportunities for improvement, proposing and implementing solutions to enhance service and support.
• Create and implement standard operating procedures to improve work quality and team effectiveness.
• Promote an environment of knowledge sharing among team members to enhance service delivery and operational efficiency.
• Ensure strict compliance with all company policies and procedures.
• Responsible for managing the Service Desk budget/cost center.
• Active participation in in-office meetings, team meetings, and professional development programs.

• Exceptional management and leadership skills, capable of guiding and developing a team of technical individuals.
• Extensive experience with request and incident tracking systems, KPIs, SLAs, and technical escalation processes.
• Proficient in managing end-user hardware and software, including troubleshooting and deployments.
• Strong technical background in networking, servers, and cloud solutions, with the ability to solve complex problems.
• High proficiency in Microsoft Office Suite and at least one scripting/programming language.
• Excellent communication, analytical, change management, and project management abilities.

• Bachelor’s degree in computer sciences or equivalent relevant experience.
• Minimum 3 years of experience implementing and administering a request and incident tracking system.
• At least 5 years of experience managing a technical service desk team, including managing hardware ordering, end-user support, and troubleshooting in a high-growth distributed environment.
• Relevant IT industry certifications (e.g., Microsoft, ServiceNow, Cisco, CompTIA, ITIL) are highly desirable.

• Demonstrates a proactive, self-driven approach to problem-solving and process improvement.
• Capable of managing tough conversations and making informed decisions.
• Deep understanding of team dynamics, workflows, and the technical aspects of the service desk operations.
• Willingness to be hands-on and directly involved in operational tasks as needed.
• Strong motivation to innovate, take initiative, and lead by example in a dynamic work environment.