Manager - Service Desk & Endpoint Systems

Job Title: Manager - Service Desk & Endpoint Systems

Area: IT Business Operations

Reports to: Director, IT Business Operations

Classification: Exempt

Location: Evanston, IL

This position is designated as Hybrid - Fully Flexible and expected to work from our World Headquarters office once per month to several times a week. The specific days in the office are determined by managers based on business requirements. Rotary is under the jurisdiction of Illinois employment laws; we require all employees to live within reasonable daily commuting distance to Evanston.

Organization Overview

Rotary is a membership organization that unites people from all continents and cultures who take action to deliver real, long-term solutions to pressing issues facing our communities and the world. Each year, Rotary members expand their networks, build lasting relationships, and invest more than $300 million and 16 million volunteer hours to improve lives and create positive change in the world. In exchange for hard work and dedication in support of Rotary’s clubs, members and other participants, and their humanitarian service projects, our employees receive competitive salaries, flexible schedules, comprehensive benefits, and job enrichment. To learn more, visit http://www.rotary.org.

Rotary’s Commitment to Belonging

At Rotary, we foster a welcoming environment where all employees are valued and empowered. We are dedicated to creating meaningful opportunities and supporting the growth and well-being of our team. Join us in building a world where everyone can unite, take action, and create lasting change.

Position Overview

The Manager – Service Desk & Endpoint Systems reports to the Director – IT Business Operations. This role manages day-to-day operations of the Service Desk to ensure our users receive the support they require and system administration of all endpoint devices, including hardware and software. It includes managing team members and providing best-in-class customer service and support. Responsible for ensuring all requests to the Service Desk are responded to within service level agreements, issues are addressed in a service oriented and timely fashion, developing the skills and abilities of team members, as well as their own, and serves as a knowledge resource for others. Owns software packaging, testing and distribution including endpoint patching. Institute a mindset of continuous improvement. Maintains cooperative working relationships with customers and demonstrates sensitivity to and respect for a diverse employee population. The Manager – Service Desk is obsessed with customer service and has ownership of the customer experience.

You Will Have

• Bachelor’s degree in computer science, information systems, or related field preferred.
• A minimum of 7 years of progressive professional experience in a service desk support role.
• 3 years of working experience in ITIL best practices pertaining to incident, problem, change, asset, and service level management.
• A minimum of 3 years of working experience as a Service Desk Manager or in a technical support management role.
• A minimum of 7 years working experience in technical computing background in the following:
• Laptops with Windows Operating Systems (WIN10/11) and related peripheral devices
• MacBook’s with iOS (Catalina and above) and related peripheral devices
• Microsoft Office 365 (Word, Excel, Teams, PowerPoint, Outlook, OneDrive, etc.)
• Adobe Creative Cloud 6.0 (Acrobat, Photoshop, Illustrator, InDesign, etc.)
• Microsoft AVD (Azure Virtual Desktop)
• SCCM and Intune
• Desktop patch management
• Software/operating system update packaging and deployment.
• Experience with establishing SLAs with a background in service delivery and service support processes.
• Exceptional interpersonal skills, with a focus on rapport building, listening and questioning skills.
• Working experience in quality assurance and reporting metrics KPIs and service level trends.
• Proven analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Demonstrated ability to perform in a fast-paced environment and effectively manage and use resources to successfully meet the competing deadlines of a variety of tasks, problems, and projects.
• Experience working in a team-oriented, collaborative environment.
• Working knowledge of Cisco Call Manager, Microsoft Defender, networking and WAN/Internet links.
• Conference room support.
• Microsoft MCP or MCSE desired or other appropriate certification preferred.
• ITIL (ITIL Foundation certified preferred).
• Familiarity with ServiceNow or other IT service desk solutions.
• The ability to travel if necessary
• The ability to work across rotational shifts (Service Desk is a 24 x 5 operation)
• The ability to work occasional weekend and/or evening work.
  
  

You Are Good At

• Team building, mentoring, leading teams and training your team.
• Exceptional customer service orientation.
• High attention to detail.
• Creating and maintaining a continuous improvement culture in your team.
• Tackles problems with creativity and a positive attitude.
• Possesses strong analytical and decision-making skills.
• Flexible and adaptable to change.
• Prioritizing and executing tasks in a high-pressure environment.
• Resourceful when searching for answers to a wide variety of computing issues received through the Service Desk.
• Absorbing and retaining information quickly.
• Action-oriented and self-motivated/directed.
  
  

You Will Be Responsible For

• Managing service desk/endpoint systems activities and responding to inquiries; providing solutions or escalating complex problems to appropriate personnel as required and ensuring proper problem notification procedures are being followed.
• Planning, organizing, and directing the work of the Service Desk and Endpoint Systems staff; scheduling shift and on-call coverage; evaluating and documenting performance and recommend disciplinary action when necessary; reviewing staff work for accuracy and timely completion of assigned duties.
• Leading, mentoring, coaching, and developing team members by helping facilitate teambuilding exercises, leading group meetings discussion forums, and promoting a positive work environment. Establishes individual development plans for team members and promotes continuous professional development and growth.
• Ensuring all processes used by the Service Desk and Endpoint Systems teams are thoroughly documented, consistently audited, and regularly improved.
• Proactively identifying process improvement opportunities through assessments such as SWOT (Strength, Weakness, Opportunity, and Threats) and regular benchmarking.
• Managing and driving the ticket process to ensure issues are escalated appropriately and closed timely to exceed response and resolution Service Level Agreements (SLAs) with our customers.
• Resolving and generating daily, weekly, monthly ticket escalation, metrics, KPIs, quality and performance reporting service improvements and distribution within Information Technology.
• Performing ongoing quality assurance of service tickets; generating survey results comparison with scorecards; managing KPIs, metrics, and performance analysis.
• Providing instructions to new and existing employees on features, capabilities, and policies of systems used and assists employees with using application software to meet their needs.
• Staying current with the developments and changes in the desktop and related hardware and applications software industry.
• Providing first contact support of all incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Building rapport and eliciting problem details from service desk customers.
• Recording, tracking, and documenting the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Providing suggestions for continual improvement.
• Alerting senior management to emerging trends in incidents.
• Other duties as assigned.
  
  

Leadership Attributes

• Communication: Be open to receiving ideas from diverse viewpoints and able to communicate messages so they are universally understood.
• Collaboration: Builds partnerships and works jointly with others to meet shared objectives.
• Adaptability: Respond to changes willingly and recognize when to adjust based on the situation.
• Accountability: Have a clear sense of ownership and take personal responsibility for actions.
• Engagement: Foster relationships by hearing, recognizing, and valuing others.
• Productivity: Achieve results that move Rotary toward achieving its goals.
• Innovation: Introduce and implement new ideas to create additional value to the organization.
  
  

Salary

$126,000 - $140,000

Why Work for Rotary?

• Generous medical, dental, and vision benefits package
• Progressive 401k matching contributions
• Above market and generous paid time off package
• Tuition reimbursement
• Professional development opportunities
• On-site cafeteria and coffee bar with special pricing for Rotary employees
• Flextime-several different work schedules to choose from
• Close to CTA, Metra, a variety of stores, and many food options
  
  

Please Note

• Rotary does not provide VISA sponsorship or relocation assistance