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 special issues and providing 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.

Job Type: Full-time

Pay: $83,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 8 years

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Service Desk: 7 years (Required)
• ITIL: 5 years (Required)

License/Certification:

• ITIL Certification (Required)

Location:

• Indianapolis, IN (Required)

Ability to Commute:

• Indianapolis, IN (Required)

Ability to Relocate:

• Indianapolis, IN: Relocate before starting work (Required)

Work Location: Hybrid remote in Indianapolis, IN