IT Service Desk Manager

We are looking for a **Service Desk Manager** to join our Information Technology Department as a member of the infrastructure team. Reporting to the Senior Manager Information Technology, the Service Desk Manager will oversee day to day operations for the Service Desk team. In this role, you will be a champion of end user services leading practices across a dynamic enterprise based on ITIL foundations. In addition, you will contribute to the development and execution of a transformation roadmap. You will leverage innovation to create and lead a modern Service Desk function that delivers top quality front-line IT support services to clients.

This position requires experience in staff management, Service Desk best practices, including queue management, quality management, knowledge management and continual improvement. You will have expertise in using ITSM data and technology to drive a strategy that will include automation, incident management and service excellence. Experience with upgrading toolsets is an asset. The role requires strong people management, problem-solving and analytical skills and must ensure both operational stability and end-user satisfaction.

Effective communication is a must as the IT Service Desk Manager will be required to interact with all areas of leadership to refine, optimize, and transform ongoing services. The Service Desk Manager must strive to create a positive work environment, provide mentorship to team members, and actively work to create strong business and employee relations.

You will be a key member of an engaged, high-reaching team—part of a culture that prioritizes people development and focuses on long-term growth. We take great pride in leading by earning respect through every interaction, every day. We go above and beyond to protect and grow relationships by anticipating needs, being honest and considerate, and valuing customers as genuine partners.

The Service Desk Manager must be able to work outside of normal business hours (weekend shifts, holidays, & evenings) as needed. You must be available to work, as required, in the event a Major Incident is identified requiring resolution facilitation and/or communications.

**What you will be doing**:

- Managing, recruiting, mentoring, and developing Service Desk staff
- Identifying and implementing end-to-end improvements that result in a superior end user experience
- Leading all operational and daily activities of assigned resources to ensure customers receive an effective and timely resolution of all issues in compliance with the Service Level Agreement requirements and based on established company objectives
- Seeking out and implementing opportunities to automate repeatable tasks to streamline Service Desk operations
- Identifying and developing targets, metrics and reports that measure the quality and effectiveness of services
- Participating in resource management meetings to identify resource requirements across the department and to ensure optimal productivity levels are achieved by all resources
- Proactively handling communications pertaining to technical support, operations, changes, outages, and issues in a timely and professional manner
- Serving as a key point of contact for all matters related to the Service Desk, including implementation of Service Desk strategy and initiatives, escalations, Service Desk reporting, and Service Desk productivity
- Developing an engaging team environment with opportunities for continuous personal and professional development that includes reflecting Skyline values and actively seeking opportunities to lead by example
- Other duties as assigned

**What we look for**:

- 5 years+ of Service Desk experience
- 3 years+ of staff management, including 1-1 meetings, performance appraisals, goal setting mentoring and developing service desk staff
- A Bachelor’s degree in computer science, business studies, IT or equivalent experience
- Understanding and experience with Active Directory (AD), M365, Mobile Device Management (MDM) platform(s) and Apple mobile devices and tablets
- Demonstrated experience as a leader of people, services and change in an IT organization
- Foundational ITIL V3 or V4 certification and ticketing system knowledge preferred
- Experience in creating, implementing, and driving continual service improvement plans, including a Shift-Left strategy
- Experience in designing and implementing workflow automation
- The ability to effectively organize and act on priorities in the face of varying and important demands
- The ability to work with and coordinate with multiple partners
- The ability to draw insights, analyze metrics, and convey ideas clearly and concisely
- A general understanding of a variety of best practices including PMP, Agile, Lean, Six Sigma, etc.

**Why you want to work here**:

- Proactive is your middle name and you strive for constant improvement (especially when no one is looking).
- Acting as a reference source and providing IT guid