IT Service Desk Manager

Description

Job Summary:

We are seeking a highly skilled and motivated IT Service Desk Manager to join our IT team. The ideal candidate will be responsible for leading and managing the IT service desk team to deliver exceptional support to internal and external customers. This role ensures that all incidents, service requests, and inquiries are resolved efficiently while fostering a culture of innovation, collaboration, and customer-centricity.

Requirements

Key Responsibilities:

• Leadership & Team Management
• Provide solution-oriented, positive leadership to the service desk team, embodying the vision and values of the organization.
• Set clear performance expectations, monitor progress, and provide regular feedback to team members.
• Foster an engaging and supportive environment, encouraging team members to excel in their roles and grow professionally.
• Customer Service Excellence
• Act as the primary escalation point for service desk issues, ensuring timely resolution with a focus on enhancing customer experiences.
• Drive a customer-first approach by understanding user needs and proactively addressing challenges with tailored solutions.
• Implement and monitor adherence to best practices for user interaction, including clear communication, empathy, and technical education.
• Operational Management
• Oversee daily service desk operations, including incident management, request fulfillment, and issue escalation.
• Develop, track, and report key performance indicators (KPIs) to measure service desk success, identify improvement areas, and drive operational excellence.
• Ensure compliance with regulatory and security requirements in all service desk activities.
• Innovation & Continuous Improvement
• Regularly review and refine service desk processes to optimize efficiency, scalability, and user satisfaction.
• Evaluate emerging technologies and trends to enhance service desk capabilities and align with the institution's strategic goals.
• Champion a culture of continuous learning, encouraging the team to stay updated on industry trends and best practices.
• Collaboration & Communication
• Work closely with IT leadership and other departments to ensure seamless alignment of service desk activities with business objectives.
• Maintain transparent and effective communication with stakeholders, providing updates on critical issues and project progress.
• Promote teamwork across the department and organization, fostering shared ownership of challenges and solutions.
• Financial Stewardship
• Manage the service desk budget, ensuring cost-effective use of resources without compromising service quality or security.
• Collaborate with vendors to negotiate favorable terms and explore alternative solutions when appropriate.
• Manage hardware and software inventory, including end-of-life management.
  
  

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 3-5 years of experience in a similar role, with hands-on experience in the above areas.
• Relevant IT Service Management framework certifications such as ITIL or equivalent are highly desirable.
• Strong problem-solving skills and the ability to work both independently and as part of a team.
• Excellent communication skills, with the ability to explain complex technical concepts to non-technical stakeholders.
  
  

Preferred Skills

• Experience with hybrid or native cloud environments.
• Scripting or automation experience (e.g., PowerShell, Python).
• Experience with generative AI tools such as ChatGPT or Copilot.
  
  

Work Environment

• This role may require occasional after-hours or weekend work to support maintenance activities or critical issues.
• Opportunity to work in a dynamic, fast-paced environment with cutting-edge technologies.
• This role requires at least four days a week in the office.
  
  

Application Instructions

Interested candidates are encouraged to apply with a resume and cover letter detailing their experience and qualifications relevant to this position.

Salary

The anticipated starting salary range is from $90,000.00 to $110,000.00 depending on experience.

Group Insurance Benefits And Plans

INB provides health, dental, vision, and life insurance benefits to all full-time employees. Coverage also is extended to their eligible dependents. Active employees make premium contributions based on plan selections. Please click the link below for all benefits that are offered.

https://www.inb.com/Resources/9f1b90c4-905c-4cd7-9dee-afd9937ab37a/INB employee benefit flier 2025.pdf

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.

ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for American with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

INB, N.A. Is Committed To Equal Employment Opportunity With Respect To Recruitment, Hiring, Training, Promotion, And Other Terms And Conditions Of Employment. It Is INB's Policy To Afford Equal Opportunity To All Employees And Applicants For Employment Without Regard To Race, Creed, Color, Sex, Sexual Orientation, Age, Marital Status, National Origin, Disability, Religion, Veteran Status, Or Any Other Basis Prohibited By Law. The EEO Law Poster Is Available Here

https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf