Management | Manager, IT Customer Care & Help Desk - FT

The Opportunity 

Are you a dynamic IT leader ready to make a measurable impact? We’re looking for a Manager, IT Customer Care & Help Desk to provide day-to-day guidance and leadership to a team of IT professionals, driving continuous improvement in IT services and ensuring the organization’s ability to prevent and respond effectively to disruptions in business or technical operations. 

In this role, you will lead the IT Service Desk/Helpdesk and Field Technical Services teams, fostering an exceptional customer experience aligned with business objectives and IT strategies. You will also oversee production software, asset management, and the maintenance and support of all end-user technologies and field service equipment. 

If you're passionate about elevating IT service delivery and empowering high-performing teams, this is your opportunity to step into a critical leadership position that shapes the user experience across the organization. 

The Role 

Reporting to the Executive Director of Technology Services, your responsibilities include: 

• Planning technical support by anticipating future information technology requirements. 
• Maintain and develop relationships with clients. 
• Negotiating, developing and managing statements of work, contracts, and procurement with external suppliers. 
• Communicating frequently with stakeholders and project teams to meet needs and prioritize workload. 
• Overseeing IT Service Management including Incident Management, Request Fulfilment, Asset Management, and Root Cause Analysis 
• Contributing to end user compute roadmap in coordination with the Enterprise Architecture Office. 
• Monitoring achievement of service level targets and takes corrective action when not achieved. 
• Supporting the transition of new technologies to sustainment successfully through management of Sustainment Handover procedures. 
• Understanding business operations, design solutions to meet requirements, and develop recommendations for improvement. 
• Providing input into key technical project and manages project resources under the direction of Senior Management. 
• Providing data, analysis, and reporting of KPIs, trends, and variances. Lead deep dive reviews and develop strategies for improvement. 
• Providing business ownership of the IT Service Management tool, ensuring quality of the data, and oversee the ongoing enhancement of the systems, with a focus on increasing end user self-services and automated processing of requests. This includes creation, optimization and management ofProvides input into operating expenses 
• Develop and maintain standards and procedures regarding support of IT operations. 
• Overseeing the technical development, enhancement, and standards for end user computing devices 
• Contributing to the Software Asset Management practice with a focus on End User software. 
• Managing the IT warehouse, including the recording and tracking of IT assets 
• Establishing and leading a highly motivated, committed, and flexible workforce through mentoring and leadership. 
• Maintaining a knowledge base supporting technical employees and customers. 
• Establishing and managing on an ongoing basis KPIs pertaining to ticket resolution performance by team member and group. ticket queues for optimal utilization of the ITSM tool. 

What you bring to the team 

• Associate's or Bachelor’s Degree in Computer Science, Business or IT related discipline. 
• Information Technology Infrastructure Library (ITIL) ITIL V4 Foundation required upon hire. 
• Incident Command System Level 100 completed within 90 day of hire. 
• 4-6 years of experience managing IT professionals in a collaborative work environment is required. 
• 1-3 years of experience budgeting and forecasting for IT departments is required. 
• 7-9 years of experience in application support, hardware support or closely related role in the IT Service Industry is required. 
• Ability to lead a functional area with strategic and analytical decision-making, set goals and drive improvements.  
• Demonstrate deep expertise and cross-disciplinary understanding, communicate and negotiate effectively, build strong internal and external partnerships, and contribute to shaping company-wide strategy.