IT Service Desk Manager

Company: TrueBlue
Location: Lakewood
Posted on: March 14, 2020

Job Description:

Job Description The IT Service Desk Manager is responsible for leading operational excellence, service quality, team effectiveness and customer satisfaction within the level 1 and 2 IT support organization. The position will be accountable for managing business directed service levels and meeting established performance targets. You may see the requirements list and feel discouraged because you don't meet 100% of them; we encourage you to apply anyway, there's a good chance you're more wonderful than you think you are. ESSENTIAL DUTIES and RESPONSIBILITIES Manage a team of tier 1 and 2 support personnel in a high-volume technical support environment; both onshore and offshore Manage service quality ensuring accurate and timely resolution. Manage established Service Level Agreements. Implement policies and procedures consistent with a best-in-class IT Service Desk. Perform capabilities gap analysis and drive continual process improvement. Manage in accordance to known best practices and frameworks (MOF, ITIL). Evaluate new products and services and participates in product selection. Responsible for support readiness for new products. Relies on extensive experience and judgment to plan, accomplish goals and drive excellence. Strong background and knowledge of desktops, laptops, and associated operating systems. Strong background and knowledge of mobile devices (tablets, smart phones) and mobile apps. Familiarity with service oriented architectures. Creates, utilizes and manages to Key Performance Indicators. Embraces and drives positive organizational change. Exhibits a wide degree of creativity and drives innovation. Encourages a collaborative and effective work environment. Drives knowledge management to include retention strategies and easily searchable knowledge. Builds and maintains positive customer relationships. Drives IT/Business alignment and enables business growth. SQL experience for metrics reporting and data mining. Other duties may be assigned. QUALIFICATIONS Associate's Degree in related field; or equivalent combination of education, experience and/or related technical certification Thorough knowledge of computer components, network components and application support. Ability to lead and mentor a successful IT technical team through process improvement, team efficiency, and overall success. Ability to provide results, manage to service levels and achieve team goals and targets. Ability to manage multiple tasks simultaneously, and meet deadlines under pressure. Ability to effectively interact, lead and build relationships with a diverse employee population. Experience in Knowledge Management and knowledge retention. WORK ENVIRONMENT and PHYSICAL DEMANDS Employee is frequently required to stand, walk, sit, talk, and/or hear for long periods of time. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move 25 pounds and occasionally more than 50 pounds. This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship. About Us TrueBlue was founded on the idea of connecting people and work. We work with businesses to provide the workforce solutions they need to succeed. Publicly traded since 1998 with annual sales of $2.7B, TrueBlue provides a talented workforce of over 840,000 people and partners with 130,000 companies around the world through three segments: PeopleReady, Workforce Management (PeopleManagement) and PeopleScout. • PeopleReady provides on-demand and skilled labor in the retail, manufacturing, warehousing, logistics, energy, construction, hospitality, and ports & terminals. • PeopleManagement provides on-premise contingent staffing and on-premise management of those contingent staffing services. • PeopleScout provides high-volume permanent employee recruitment process outsourcing and management of outsourced labor service providers. We see great opportunity to be the leading provider of contingent workforce solutions in North America and the recruitment process outsourcing solution globally. What we do at TrueBlue is simple – we put people to work and change lives every day. This is an opportunity for you to join the growth and excitement at TrueBlue. We recruit strong talent that has potential to grow beyond the role initially hired and into future organizational leaders. Internal ID: 102368PandoLogic. Category: , Keywords: Help Desk Support Manager

Keywords: TrueBlue, Lakewood , IT Service Desk Manager, Other , Lakewood, Washington