Join our team at School Specialty and play a pivotal role in revolutionizing our IT Operations support landscape. As a seasoned IT Service Desk Manager, you will lead our organization through a critical ITIL adoption, driving process improvements and championing a culture of continuous innovation. With a strong passion for customer service, process enhancement, and team leadership, you will be the driving force behind transforming our IT support functions.
About Us
At School Specialty, we are dedicated to helping students succeed by providing a safe and inspiring environment that fosters growth and exploration. Our mission is to positively impact the future, one child at a time, and we are seeking a like-minded individual to join our team.
Job Overview
We are seeking a highly experienced IT Service Desk Manager to lead our Service Desk team, develop and implement industry-standard processes, and analyze data to optimize performance. This is a unique opportunity to make a significant impact on our IT Operations support landscape and contribute to the success of our organization.
Key Responsibilities
- Lead and manage the Service Desk team, ensuring high levels of customer service and operational efficiency
- Champion the adoption and implementation of ITIL processes within the Service Desk and across IT Operations support teams
- Develop and maintain strong relationships with all IT departments to foster support for ITIL process integration
- Utilize exceptional influencing skills to gain buy-in and feedback from various teams, promoting a culture of continuous improvement and collaboration
- Analyze performance metrics and utilize feedback to drive process improvements and the adoption of best practices
What We Offer
We provide a comprehensive benefits package, including:
- Medical, Dental, & Vision plans (Effective Day 1)
- Wellness programs, Health Savings Accounts, and Flexible Spending Accounts
- 401(k) and Unlimited PTO for Salaried Exempt employees
- Education Reimbursement, Paid Holidays, and Fall & Winter Flexible Hours
- Employee Discounts and much more
Requirements
To be successful in this role, you will need:
- Proven experience in leading an organization through ITIL adoption, with demonstrable success in enhancing IT Operations support processes
- A minimum of 5 years in a managerial role overseeing a Service Desk or similar IT support functions, with at least 3 years in IT service management
- Strong leadership skills with the ability to influence and gain buy-in from teams not directly under your control
- Excellent communication, interpersonal, and negotiation skills, with a track record of fostering collaboration across various departments
- Relevant certifications in ITIL, demonstrating in-depth knowledge of ITIL frameworks and best practices
Preferred Qualifications
Preferred candidates will have:
- Experience implementing methodologies to improve first-call resolution
- Experience leveraging analytics and data in the decision-making process
- Proven track record of developing and providing asset management
How to Apply
If you are a motivated and experienced IT Service Desk Manager looking to make a significant impact, please submit your application, including your resume and a cover letter, to [email protected]. We are an Equal Opportunity Employer and welcome applications from diverse candidates.
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