Society for Human Resource Management

  • Manager, Service Desk

    Job Locations US-VA-Alexandria
    Job ID 2018-1259
    Category
    Technology
  • Overview

    The Role:

     

    The Manager, Service Desk is responsible for providing the best possible work resources to the organization’s staff by maintaining and servicing all desktop technologies and technology equipment. The position leads the service desk team to promptly and timely deliver service and maintenance for the technology infrastructure and to resolve incidents as they arise. In this capacity, the Manager ensures that all documented technology service levels are achieved, customer expectations are met, and manages the service desk to be flexible and adaptable to meet the changing needs of the organization.

    Responsibilities

    Your Day:

    • Manage and maintain the Service Desk, oversee resolutions of requests, incidents, and problems in accordance with processes and procedures.
    • Train and coach the Service Desk team in providing the first line of support and ensures requests are prioritized and completed timely. Assist the team with answering requests as needed.
    • Responsible for incident resolution, problem management, and requests routed to the Service Desk, including coordinating resolutions of urgent and complicated support issues.
    • Contributes to the incident management process definition and ensures that all processes are followed.
    • Facilitates the resolution of technology issues in collaboration with the network and systems operation team.
    • Manages desktop hardware and software technology vendor relationships, including but not limited to selection, pricing, responsiveness, and billing.
    • Manages all warranty information and product replacement schedules relating to desktop technologies including peripherals.
    • Interface with staff and management to assess desktop computing needs.
    • Evaluate new technology products or services and make recommendation to change products or enhance existing products or services to improve end users’ experience.
    • Recommend tools and processes to streamline and improve Service Desk processes. Create supporting documentation for end users.
    • Other duties and projects as assigned.

    Qualifications

    Must Haves:

    • High school diploma or equivalent
    • Five years of hands-on experience supporting a multi-user hybrid Windows/Mac environment in a technology service desk, or eight years of experience in lieu of a degree.
    • Two years of experience in a supervisory/leadership capacity.
    • Working knowledge of common Service Desk management packages (Jira, Cherwell, Zendesk, etc.) and desktop software and OS packages (Office365, Windows, MacOS).
    • Working knowledge of Active Directory, Windows networking, and Intel based hardware equipment.
    • Working knowledge of Audio/Visual setups and equipment.
    • Strong organizational skills with the ability to work calmly under pressure.
    • Strong multi-tasking and prioritization capacities.
    • Excellent interpersonal skills with the ability to work both independently and as a team.
    • Excellent written and verbal communication skills including the ability to explain technical information clearly.
    • Excellent troubleshooting skills with a broad range of technical knowledge.
    • Customer orientation skills.
    • Maintains high confidentiality and works well with senior management.

    Let us know if you also have:

    • Bachelor’s degree in technology or information systems field, such as Information Technology, Information Systems, Computer Science or a relevant field
    • Seven years of hands-on experience supporting a multi-user hybrid Windows/Mac environment in a technology service desk, or eight years of experience in lieu of a degree.
    • Four years of which was in a supervisory/leadership capacity.
    • Ability to develop and manage a high performing team

    Physical Demands

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    Regularly required to sit; talk and hear, use hands to type, file, handle or feel. The employee is frequently required to reach with hands and arms. Occasionally required to stand; walk and stoop, kneel, crouch, or crawl. Visual acuity to use a keyboard, prepare and analyze data and figures; transcribing, viewing a computer terminal; extensive reading. May require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk, lift, carry and move light to medium weight. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and learn technical information. Light lifting is required. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force to constantly move objects. Moderate lifting is required. Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force to constantly move objects.

     

    Work Environment

    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.

     

    Work is regularly performed in a professional office environment and routinely uses standard office equipment. Work is regularly performed in a combination of office and conference settings and routinely uses standard office equipment. This job requires occasional travel 0-10%.

     

    The Society for Human Resource Management is an equal opportunity employer (Minority/Female/Disabled/Veteran).

    ACCESSIBILITY NOTICE: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: accessibility@shrm.org or TDD (703) 548-6990.

     

     

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