Service Desk Manager

Title: Service Desk Manager

Reports to: Director, Information Technology

Job Summary: The Service Desk Manager plays a crucial role in fostering positive customer interactions through excellent communication skills, a professional demeanor, and meeting the unique needs of a varied internal customer base. This individual oversees a small Service Desk team, managing day-to-day operations and providing tier 1 and 2 technical support to ensure high-quality customer service. The Service Desk Manager mentors and continuously improves the Service Desk team and enhances the overall effectiveness of the Service Desk, ensuring high levels of customer satisfaction and operational efficiency.

Job Duties:

• Coordinate and triage high-priority and complicated support issues to ensure timely resolution.
• Develop and document Service Desk procedures and processes to ensure:
  • issue resolution with appropriate urgency,
  • root causes of issues are identified and addressed,
  • new learnings are integrated into Service Desk and end-user documentation,
  • customer service is prioritized in every interaction, and
  • appropriate issue data is collected within the tracking system.
• Implement a highly effective and workable framework for daily performance, metrics, and benchmarks that drives the continuous improvement of the Service Desk.
• Leverage ticket metrics and survey feedback to monitor and report on Service Desk performance to management, highlighting areas for improvement.
• Implement and enforce Service Desk policies and procedures, ensuring compliance with organizational standards.
• Lead efforts for staff onboarding and offboarding, ensuring all employees receive consistent, exceptional customer service through established best practices and procedures.
• Establish and manage the IT Asset Management process, ensuring accurate inventory and optimal resource utilization.
• Create and maintain detailed process maps and knowledge base documentation to ensure consistent and efficient service delivery.
• Supervise the Service Desk team, including managing employee schedules, ensuring availability for after-hours response.
• Coordinate backup support to Audio Visual team for virtual meetings and events as needed.

Qualifications:

Education: Bachelor's degree in a related field or equivalent experience is required; technical certifications aligned with Microsoft Office 365/Azure administration and/or ITIL framework certifications (V3 or V4) are preferred

Experience: 4+ of technical experience with a proven track record in a lead or supervisory capacity; experience supporting systems and devices in various environments; experience in Asset Management and Incident Management is preferred

Communication: Excellent verbal and written skills to communicate technical issues to non-technical personnel

Technology: Microsoft and Apple operating systems

Other Requirements:

• Understand and support the Heritage mission and vision for America, and the department's goals and objectives.
• Strong troubleshooting, technical, and analytical skills.
• Excellent customer service skills and ability to manage multiple tasks at one time.
• Ability to work onsite at headquarters in Washington, DC.
• On-call responsibilities as required, including occasional after-hours needs.

Benefits and Salary:

The Heritage Foundation offers a highly competitive benefits package that includes, but is not limited to, best-in-class health care, vision, and dental insurance, employer-sponsored retirement funding, "take what you need" PTO and sick leave, 14 weeks of paid leave for new moms and 6 weeks of paid leave for new dads, among other programs.

The salary range for this role is $85,000 - $100,000 annually. This range is a good-faith estimate, and the final salary offered to a selected candidate depends on a variety of factors including, but not limited to, the candidate's experience, education, and other qualifications; internal and external market pay for comparable jobs; and level of hire based on aforementioned qualifications.