IT Service Desk Manager

Description

Director of IT Services

At Edelman Financial Engines (EFE), we believe everyone deserves to move their financial life forward!

We know that assets have the power to fund goals. Those numbers represent individual lifetimes filled with hard work and dreams for our clients and generations to follow. Our clients trust us to guide them forward with empathy, integrity, and invention. We uphold that same standard of respect and commitment for clients and colleagues alike.

Founded on the idea that financial education is a fundamental right for everyone, Edelman Financial Engines continues to grow and challenge the status quo. We're moving forward, together. If our purpose-driven commitment inspires you, we invite you to consider joining our team.

We are seeking a highly motivated and experienced IT Service Desk Manager to lead our service desk team. The ideal candidate will have a strong background in IT service management, a seasoned leader with experience directly managing an IT help desk team, and a passion for delivering exceptional customer service. This role is critical in ensuring the smooth operation of our IT services and providing support to our internal and external customers.

The service desk manager should be able to identify and resolve end user technology problems when necessary, while mentoring the team to minimize needed escalations.

Key Responsibilities:

• Manage and lead the team, including hiring, mentoring, and developing a team of service desk engineers, ensuring a high-performance team.
• Develop and implement service desk policies, procedures, and best practices.
• Create and manage dashboards to monitor and analyze service desk performance metrics to ensure high levels of customer satisfaction and service quality[EF1] .
• Coordinate with other IT teams to resolve complex technical issues and ensure timely resolution of incidents and requests.
• Maintain and update the service desk knowledge base and documentation.
• Oversee the incident management process, including prioritization, escalation, and communication with stakeholders.
• Ensure compliance with IT service management frameworks and standards, such as ITIL.
• Identify opportunities for process improvements and implement changes to enhance service delivery.
• Manage resources, operating budget and program budget for service desk initiatives effectively.

Requirements:

• Bachelor's degree in information technology, Computer Science, or equivalent experience.
• Minimum of 5 years of experience in IT service management, with at least 2 years in a leadership role.
• Strong knowledge of IT service management frameworks, such as ITIL.
• Excellent communication, interpersonal, and leadership skills.
• Proven ability to manage, motivate and development of team.
• Strong problem-solving, analytical skills, a quality focus with strong attention to detail and identify trends leading to change.
• Experience with service desk software, tools, Microsoft Active Directory, Jira/JSM.
• Ability to work in a fast-paced, dynamic environment and participates in escalated calls as needed.

About Edelman Financial Engines

Since 1986, Edelman Financial Engines has been committed to always acting in the best interests of our clients. We were founded on the belief that all investors - not just the wealthy - deserve access to personal, comprehensive financial planning and investment advice. Today, we are America's top independent financial planning and investment advisory firm, recognized by Barron's 1 with 143+ offices across the country and entrusted by 1.3 million clients to manage more than $300 billion in assets 2 Our unique approach to serving clients combines our advanced methodology and proprietary technology with the attention of a dedicated personal financial planner. Every client's situation and goals are unique, and the powerful fusion of high-tech and high touch allows Edelman Financial Engines to deliver the personal plan and financial confidence that everyone deserves.

For more information, please visit EdelmanFinancialEngines.com.

2024 Edelman Financial Engines, LLC. Edelman Financial Engines is a registered trademark of Edelman Financial Engines, LLC. All advisory services provided by Financial Engines Advisors L.L.C., a federally registered investment advisor. Results are not guaranteed. See EdelmanFinancialEngines.com/patent-information for patent information. AM2789819

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Accommodations are modifications or adjustments to the hiring process that would enable you to fully participate in that process. If you need assistance to accommodate a disability, you may request one at any time by either contacting your recruiter or [email protected].

1 The Barron's 2024 Top 100 RIA Firms list, a nine-year annual ranking of independent advisory firms, is based on qualitative and quantitative factors. Firms elect to participate but do not pay to be included in the ranking. The 2024 ranking refers to Edelman Financial Engines as the top mega RIA.

2 Edelman Financial Engines data, as of September 30, 2024.