iT1, a leading national technology solution provider headquartered in Tempe, AZ, is looking for a skilled and experienced IT Service Desk Manager to join our Consulting team. iT1 has been ranked as one of Arizona’s Best Places to Work for the past 11 years running in the Small Business category. This role is an exciting opportunity to continue your career in the IT consulting and managed services world. You will be exposed to many of the top technology offerings in the market and can work with some of the most talented engineers in the country.

The IT Service Desk Manager is centered on managing and driving productivity for the end user support team. This position requires strong leadership skills, technical expertise, and a customer-focused approach to service delivery. This is a hands-on position, and the Manager should possess excellent customer service skills and motivate technical teams to achieve performance objectives and develop people and process for continuous improvement.

Requirements

Manage the processing of incoming events to the Service Desk via both telephone, e-mail and walk up to ensure courteous, timely and effective resolution of end user issues

Develop and enforce request handling and escalation policies and procedures

Communicate and maintain a sense of urgency with team members and customers

Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary

Analyze service desk metrics and implement improvements to drive operational efficiency and effectiveness

Contribute to the creation, training, and maintenance of service delivery processes, procedures, templates, and best practices

Facilitate ITIL process improvements based on analysis of existing process opportunities. Act as a process champion to facilitate processes adherence of the team and as a driver of continual improvement activities

Coaches and develops employees to achieve goals and objectives. Additional supervisory responsibilities include staff selection, performance appraisals, assisting with training and development

Uses metrics and data driven decision-making to arrive at correct tactical decisions and process improvement

Takes initiative in new or challenging situations

Create process documentation including but not limited to flowcharts, work instructions, definitions, operational instructions, etc.

Job Qualification Requirements

5+ years in a supervisory or managerial capacity in technical support or related discipline

5+ years of experience supporting IT customers and enterprise environments

2-3 years of experience managing call queues and on call platforms

2-3 years of project management experience leading and delivering enterprise level projects

Detail oriented and ensure all issues/ are recorded and acted upon

Must be creative, and be able to motivate, coach and lead others

Excellent written, verbal, communication skills

Must be able to make difficult decisions to ensure the integrity of the environment

Ability to multitask and maintain focus on all areas of responsibility concurrently

Must be proficient in workstation support as well as other technologies, platforms, and regions

Basic knowledge of Salesforce and Logic Monitor, and ITSM/Autotask or Service Now ticketing system

Ability to compile, analyze, interpret, and present complex data

Ability to think analytically, conceptually, and strategically

Physical Demands

Sit at a computer for 8 hours per day

Keyboarding for 8 hours per day

Near Vision (working with small objects or reading small print)

Speaking (communicating information to clients / coworkers)

Hearing Requirements (In person speech, telephone, other sounds)

Job Location

Onsite in the office in Tempe, AZ

Benefits

Medical, dental, and vision benefits with highly subsidized premiums

Two weeks paid time off in your first year, with increasing PTO as tenure increases, and most major holidays off

401(k) Plan with employer match

Onsite Fitness Center

Onsite Monthly Massages