Manager Service Desk
Apply NowCompany: Trusted Workforce Solutions
Location: Houston, TX 77084
Description:
Job Description
The Manager, Service Desk oversees Information Technology (IT) support operations, ensuring efficient issue resolution and a seamless user experience that supports Empower Pharmacy's mission of expanding access to quality, affordable medication. This role drives efficiency by implementing best practices in IT service management and optimizing support processes. Leading a team of service desk professionals, the Manager fosters a culture of collaboration, innovation, and problem-solving to enhance system reliability and empower employees with the technology they need to succeed.
Duties And Responsibilities
While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.
Knowledge And Skills
Key Competencies
The Manager, Service Desk oversees Information Technology (IT) support operations, ensuring efficient issue resolution and a seamless user experience that supports Empower Pharmacy's mission of expanding access to quality, affordable medication. This role drives efficiency by implementing best practices in IT service management and optimizing support processes. Leading a team of service desk professionals, the Manager fosters a culture of collaboration, innovation, and problem-solving to enhance system reliability and empower employees with the technology they need to succeed.
Duties And Responsibilities
- Manages daily IT service desk operations, ensuring prompt and effective issue resolution while implementing service improvement initiatives to enhance efficiency and user satisfaction.
- Develops, enforces, and optimizes service-level agreements to uphold high performance standards, continuously monitoring key metrics and providing detailed reports on service desk effectiveness.
- Leads initiatives to enhance self-service capabilities and automation in IT support by integrating artificial intelligence (AI)-driven tools that streamline troubleshooting, accelerate issue resolution, and improve user experience.
- Collaborates with IT leadership to align support strategies with business objectives, ensuring seamless communication between IT teams and end-users to drive operational success.
- Builds, mentors, and develops a high-performing service desk team by providing strategic training, coaching, and professional development to enhance technical expertise and customer service excellence.
While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.
Knowledge And Skills
- Requires a minimum of 7 years of experience in IT service management, including at least 3 years in a leadership role, with a proven track record of enhancing IT support operations and driving user satisfaction.
- Requires a Bachelor's degree in Information Technology, Computer Science, or a related field.
Key Competencies
- Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.
- Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
- Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
- Resourcefulness: Secures and deploys resources effectively and efficiently.
- Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
- Ensures Accountability: Holds self and others accountable to meet commitments and objectives.
- Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
- Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.