IT Service Desk Manager

Are you a leader with exceptional communication skills and a passion for solving complex technical challenges? We're looking for an IT Service Desk Manager to drive efficiency, ensure seamless IT operations, and support our growing team.

WHO WE ARE:

At MOHELA we are a nationally recognized nonprofit organization with over 40 years of experience in student loan servicing and higher education financing. Since our establishment in 1981, we have been dedicated to providing world-class customer service to our borrowers, understanding the unique challenges that come with financing higher education.

WHAT WE OFFER:

• Competitive Salary: We value your skills and experience and offer a compensation package that reflects that.
• Comprehensive Benefits Package: Our benefits include medical, dental, and vision coverage, with elected benefits starting on the 1st of the month following enrollment.
• Generous Paid Time Off: We understand the importance of work-life balance, which is why we offer generous vacation and paid-time-off policies.
• Life Insurance and Short-Term Disability Coverage: We provide essential coverage to ensure your peace of mind.
• 401(k) Plan: Take advantage of our 401(k) plan with a dollar-for-dollar match up to 8% of your salary after 6 months of service.
• Tuition Reimbursement: Invest in your education with our tuition reimbursement program available after 3 months of employment.
• Dependent Child College Tuition Reimbursement: We support the educational goals of your family as well.
• Public Service Loan Forgiveness (PSLF) Eligibility: Our organization qualifies for the PSLF program through the U.S. Department of Education.
• Paid Holidays and Personal Days: Enjoy 7 paid holidays and 4 paid personal holidays each year.
• Employee Assistance Program: Access support for personal and professional challenges.
• Local Employee Discounts and Pet Insurance: Enjoy additional perks that enhance your lifestyle.

JOB DESCRIPTION:

As an IT Service Desk Manager, you will lead and mentor first and second tier service desk support staff, ensuring service levels are consistently met. This role involves overseeing staff planning, deploying technology and processes for efficiency, and collaborating with IT and Engineering teams to address and reduce recurring client issues. The manager will also monitor incident trends using ServiceNow to identify opportunities for training and process improvement. Preference is for this role to be on-site/hybrid in our Chesterfield, MO location.

Essential Job Functions:

• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.

• Train, coach and mentor Service Desk Specialists (Level 1 and 2) including career development. Oversee staff activities. Builds/obtains training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.

• Provide data and reporting of KPI's and trends to IT department and others in ad-hoc - weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed).

• Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.

• Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools and support experience.

• Oversee management of licenses or inventory as necessary. Manage the relationship with third party vendors as necessary that provide outsourced solutions.

• Other Duties as Assigned - Perform other IT duties as assigned by management.

MINIMUM REQUIREMENTS:

• Education/Experience:
  • Bachelor's degree or related certification and experience required.
  • Three or more years in Information Technology with demonstrated advancement in responsibilities and proficiencies in past roles managing service desk staff.
  • Demonstrates experience with managing and mentoring staff/contractors in environments where change control, security, and patching are critical.
  • Must be able to obtain a 6C clearance to work on federal contracts.
• Communication Ability:
  • Strong written and verbal communication skills.
  • Exhibits strong customer service skills with staff.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Reasoning Ability:
  • Strong analytical and problem-solving skills.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
  • Demonstrates strong technical knowledge and troubleshooting skills.
• Computer Skills:
  • To perform this job successfully, an individual should have broad working knowledge of:
    • Windows enterprise platforms (2012R2/2016 Server)
    • Windows 10/11, VDI (VMWare/Citrix)
    • Microsoft O365, Microsoft infrastructure AD/DNS/DHCP/DFS
    • printers, and broad Security fundamentals
    • Experience in working with departments for basic troubleshooting and support for enterprise applications.
• Other Characteristics:
  • Strong team player. Organizational and time management skills. Act as a technical leader promoting consensus and knowledge transfer to team members. Must possess the flexibility necessary to effectively perform in a dynamic, constantly changing and priority shifting professional environment. High degree of confidentiality and professionalism, ability to interact effectively with all levels of staff, commitment to service and excellence. Self-direction with the ability to manage multiple projects and responsibilities. Dedication to professional development in the IT field through continuing education, certification, and/or seminar attendance.

PREFERRED QUALIFICATIONS:

• Certifications from IT Service Management frameworks like ITIL
• ServiceNow knowledge or certifications