Service Desk Manager

Service Desk Manager  

Chicago, IL – The Loop 

Hybrid (M/F - Remote, T/W/TH - Office)

We are currently seeking a Service Desk Manager for our growing team!

This role requires a strong technical background, excellent leadership abilities, and a customer-centric approach. 

Responsibilities:

• Play a critical role in overseeing the support and maintenance of our clients' IT infrastructure in a 24/7/365 delivery model.
• Lead a team of talented professionals, collaborating closely with clients and internal stakeholders to ensure the delivery of exceptional support services.
• Meet SLA/SLO obligations for response and resolution for end user incidents and requests.
• Orchestrate end-user service delivery including email queue, phone queue, ticket hygiene, process adherence, quality control, dispatch scheduling, imaging and workstation deployment, and overall client satisfaction.
• Manage team schedules, balancing time off requests against client demands.
• Manage on-call scheduling.
• Provide quality assurance and control to ensure a high degree of accuracy in execution of SOPs.
• Provide coaching and mentoring in daily/weekly/monthly 1-on-1 and team sessions to drive continued individual and team performance improvement.
• Manage client issue escalation process to ensure timely resolution.
• Ensure team members have the necessary resources, training, and support to deliver high-quality services.
• Manage and coordinate a dispersed team at client sites.
• Develop and maintain key performance indicators (KPIs) to measure and report on the departments’ performance.
• Promote client satisfaction while ensuring the team offers solutions in a timely manner.
• Collaborate with sales and account management teams to identify opportunities for improved service alignment.
• Continuously evaluate and enhance operational processes, methodologies, and tools to improve efficiency and effectiveness.
• Provide technical guidance and direction for all USG team members in order to resolve client issues.
• Interview, train, and mentor new USG staff members to ensure they have the necessary skills and expertise to deliver high-quality services.
• Promote the EMPIST vision, mission, and core values to all employees.

Requirements:

• Bachelor's degree in computer science, information technology, or a related field.
• 5 years within a Managed Service Provider (MSP) environment.
• 3 years of direct people management, including performance reviews, recommendations for promotion, mentoring and career advising.
• Ability to identify, evaluate, implement, and manage individual and team KPIs.
  
• Experience managing dispatch IT resources and scheduling work at client site for ad hoc dispatches.  
  
• Resource capacity and utilization planning experience.
• Experience managing logistics, inbound, inventory, configuration, work bench, and outbound for IT equipment.
• Project management experience a plus.
• Proven track record of developing high-performing teams.
• Ability to develop and implement strategic plans and manage multiple projects simultaneously.
• Familiarity with Windows and Linux server administration.
• Network administration basics are a plus.
• Office 365 administration (Exchange, SharePoint, OneDrive, Teams).
• Experience with these technologies preferred: Cisco, Meraki, Microsoft M365 and Azure, Microsoft Windows Server, SQL Server, Active Directory, VMWare, Veeam, Datto, HPE servers and MSA, Pure storage.
• Experience with disaster recovery methodologies and tools.
• Excellent communication and leadership skills, with the ability to build and maintain strong relationships with clients and internal stakeholders.
• ITIL Foundations v4.0 ( ) preferred.

Benefits:  

• Comprehensive health, dental, and vision insurance
• Student loan reimbursement program
• 401(k) plan with employer matching
• Opportunities for career advancement
   

Salary: $90,000 - $105,000

EMPIST is a full-service technology firm, providing businesses with the technology they need to succeed. Each day we strive to create a teamwork-led environment that fosters the success of not just our clients and our business, but of our employees, too. We are a 25-year-old company with locations in the heart of the Loop in Downtown Chicago near all major transportation, Downtown Elmhurst on York Road, and European HQ in Athens, Greece. We have been named to the Inc 500/5000 list for 9 out of the last 10 years which recognizes the fastest-growing, privately held businesses across the nation. We were also chosen as one of the 501 most influential MSPs in the world (currently #73rd in 2024) joining the MSP Mentor 501 list for 10 straight years.

Salary : $90,000 - $105,000