Service Desk Manager
Spokane, WA 99217
IT Service Desk Manager
Great Company with Solid Reputation and Excellent Benefits
IT Service Desk Manager Essential Job Functions:
-Responsible for the performance of the IT Service Desk team.
-Responsible for defining the week-to-week and day-to-day tactics
of the IT Service Desk team, in alignment with the strategies set
forth by the Director of IT Service Operations.
-Responsible for ensuring the IT Service Desk team is properly
staffed, every week, during IT business hours to support the
customer and business needs.
-Responsible for ensuring the IT Service Desk team members are
all adequately trained.
-Responsible for the acquisition, review and development of talent
on the IT Service Desk team. Active participation in the
compensation process of the personnel on the IT Service Desk
-Responsible for defining and managing the project deliverables of
the IT Service Desk team, ensuring deliverables are received on
time and in full (OTIF).
-Responsible for actively working to identify gaps in processes
(lack of single process, obsolete processes, incorrect processes)
and then working to address them.
-Responsible for monitoring Incident and Request history of the IT
Service Desk team and providing feedback/adjusting the
team’ s/individual’ s performance as needed.
-Responsible for identifying Incident trends across the IT Service
Operations team and working to address them thru the Problem
-Responsible for working with Tier 2 Leadership to identify ways
to “ shift left” Incident workarounds and Request Fulfillment tasks.
-Responsible for working with Tier 2 Leadership to address
feedback on erroneous Incident escalations to the Tier 2 support
team by the Service Desk staff.
-Responsible for ensuring the Service Desk team properly
documents information and ServiceNow records.
Date Needed: ASAP Position is: Existing Starting Salary: DOE
Education/Experience: · 4-year technical degree with 4-years’ applicable experience or 10-years’ applicable experience · ITIL adoption experience preferred · RORC Point-of-Sale experience preferred · Retail grocery knowledge preferred Required Skills: · Communication - written and verbal · Leadership – inspiring and motivating · Time Management – deadlines, presence, etc. · Pressure Management – acting quickly and decisively · Customer Service – focus on and respect of the customer · Process Improvement – making processes better License or Certificate Required: · ITIL Foundations (Preferred)
Personal and Professional Attributes: · Initiative – looking for opportunities · Engaging – being personable · Motivation – continual drive towards goals · Enthusiasm – positive energy · Adaptable – can change with time · Reliable – able to be counted on consistently