Service Desk Manager

Purpose:

The Service Desk Manager is a customer facing role that is responsible for all Service Desk operations, including the development and execution of the organizations ticketing system. This position proactively manages all support requests by ensuring each request is tracked to completion and by developing and enforcing Service Level Agreements (SLA). 

Essential Responsibilities:

1. Manages on average a team of 5-6 support technicians.
2. Ability to define and develop foundational components of a Service Desk (metrics, process, tools, skills).
3. Oversees the support organization ticketing system, assigning, tracking, following up on requests. 
4. Monitor all requests to ensure SLA’s are met or exceeded.
5. Responds to and handles escalations received from management or customers in a timely fashion, ensuring issues are resolved or escalated to the appropriate group.
6. Select, train, and supervise IT support staff. Develop a high-performing team by coaching and disciplining employees. Monitor and evaluate staff performance.
7. Ensure customer service interactions from the team are positive, professional, timely and accurate.
8. Provide leadership in strengthening communications with coworkers at all levels throughout the organization, creating and promoting a positive and supportive work environment.
9. Provide data and reporting of KPIs and trends to IT staff and others (both scheduled and on-demand).
10. Partners with IT Leadership Team to pursue productivity improvements and innovations, such as investments by our Automation developers to benefit the Service Desk team, genAI solutions and more to benefit themselves and their Service Desk teammates.
11. This role typically visits farm and plant site locations in Colorado (Platteville and Gill) once a week to ensure a quality customer service experience.

Other Required Responsibilties:

• Other duties as assigned.
• Available for scheduled and non-scheduled travel.

Knowledge and Experience:

• Demonstrated ability to establish and maintain a high performing support team in a multi-site organization.
• 3-5 years of experience in a service desk management role, with responsibility in a corporate technical environment.
• Bachelor’s Degree preferably in computer information technology, computer science or a related field.
• Consistently maintain a professional and positive attitude with all levels of the organization -- from senior management to user teams. 
• Experience in managing a corporate ticketing system.
• Ability to analyze metrics and statistics to identify trends, contribute to avoidance tactics, and provide appropriate support.
• 1-2 years of FreshService ITSM experience preferred but not required.
• Working knowledge of Windows Operating Systems and Microsoft Products
• Successful track record in building effective teams and cross-functional relationships.
• Must possess a valid driver’s license, reliable mode of transportation and proof of automobile insurance with required levels of coverage.

Physical Requirements:

Ability to sit and focus for extended periods of time in front of a computer screen and/or while utilizing various office equipment (calculators, copy machines, etc.). Available for regular or scheduled travel to remote facilities via automobile or airplane.