Service Desk Manager

Overview

Company OverviewFounded in 2019, Apex Service Partners, LLC (“Apex” or the “Company”) is theindustry and nationwide leader in residential home services. Apex focuses onserving the HVAC, plumbing, and electrical needs of homeowners in over fortystates across the country. Apex has grown to 100 locations with 9,000 teammembers and $2 billion in annual revenue.In this fragmented industry dominated by small and founder-owned businesses, theCompany has a dual strategy of growing via high-frequency acquisitions (over 200closed by the Company to date) and aggressive organic growth initiatives, includingsophisticated marketing, differentiated talent acquisition and green-fielding newtrades and locations. From the onset, the Company’s leaders have focused onbuilding out a robust internal infrastructure to ensure scalability and better win inlocal markets around the country with the strongest brands and tactics. The teamat “Partner Services”, the centralized support team for the Company, comprises60 hard-working, collegial team members who are focused on the success ofoperations across the country. Despite being the largest player in this incredibleindustry, Apex has less than 2% market share, and ~85% of the market is stillfragmented. The Company recently received a new round of equity investmenttotaling $3.4B and recently closed a debt refinance in excess of $3.0B.  Job Description – Manager – Service Desk  Mission of the Role:The mission of the Service Desk Manager is to lead and oversee the IT service deskteam, ensuring the delivery of high-quality technical support and customer serviceto all users. This role is pivotal in maintaining operational efficiency, resolvingtechnical issues promptly, and enhancing user satisfaction. The Service DeskManager will drive continuous improvement initiatives, foster a collaborative teamenvironment, and implement best practices to optimize service delivery. Byleveraging their expertise in IT service management, the Service Desk Manager willcontribute to the overall success of the IT department and support theorganization’s strategic goals. Responsibilities and Experience: Job responsibilities include:

• Oversee Daily Operations: Manage the day-to-day operations of theservice desk, ensuring efficient and effective support for all IT-related issues.
• Maintain ITSM Tools: Ensure the IT Service Management (ITSM) tools areproperly configured, maintained, and optimized to support service deliveryand incident management processes.
• Manage External Helpdesk: Coordinate and manage the relationship withexternal helpdesk providers, ensuring they meet service level agreements(SLAs) and deliver high-quality support.
• Incident and Problem Management: Oversee the incident and problemmanagement processes, ensuring timely resolution and root cause analysis toprevent recurrence.
• Team Leadership: Lead, mentor, and develop the service desk team,fostering a culture of continuous improvement and high performance.
• Performance Monitoring: Monitor and report on service desk performancemetrics, identifying areas for improvement and implementing correctiveactions as needed.
• Customer Service: Ensure a high level of customer satisfaction by providing timely and effective communication and support to end-users.
• Process Improvement: Identify and implement process improvements to enhance service desk efficiency and effectiveness.
• Training and Development: Develop and deliver training programs for service desk staff to ensure they have the necessary skills and knowledge to perform their roles effectively.
• Compliance and Security: Ensure all service desk activities comply with organizational policies, procedures, and security standards.

  

Requisite experiences include:

• A Bachelor’s degree is required, an advanced degree or ITIL certification isdesirable
• 5-10 years of experience in Information Technology
• A proven track record of leading technology initiatives, managing technicalstaff, collaborating with business leaders, and being able to work in complexenvironments.
• Comfortable working in a team environment.
• Strong technical acumen, leadership/managerial skills and stronginterpersonal skills.
• Personal and professional integrity, strong communication skills and anexcellent professional appearance and presentation.
• Ability to interact with and effectively present information to employees,management, and customers
• Demonstrated ability to design, document and implement effectiveprocesses

 

Personal Characteristics:

 

• Impeccable integrity and ethical standards
• High energy, bias for action, and personal accountability for results through a resourcefulness that figures out how to drive action and achieve results creatively with finite resources.
• An ambitious self-starter who is comfortable working in an entrepreneurial yet collaborative and fast-growing business, with high ability for flexibility and adaptability to manage abstract situations.
• Strong leadership skills
• Team player at leadership levels to collaborate with business groups and functional partners like IT, finance, HR, legal, etc.
• Excellent operational management and technical skills
• Excellent communication and listening skills that allows the "voice of the customer" to understand the company's culture
• Strategic mindset and problem-solving skills

  Other:Location: Tampa, FloridaReports to: VP – Service DeliveryCompensation: CompetitiveOther Benefits: medical, dental, and vision coverage, competitive PTO, sick days,and holidays, 401k matching

Salary : $2