Service Desk Manager

Spokane, WA 99217

Posted: 04/13/2020 Industry: IT Job Number: 2859

Job Description

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 

Management process. 

-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 

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