IT - Service Desk Manager

• Develop and maintain standardized Service Desk department processes, policies, and procedures
• Distribute workload responsibilities (i.e., tickets, calls, tasks, etc.) amongst the Service Desk Specialists to support timely completion of assignments
• Monitors the Service Desk queues and reports out on activities via Service desk software
• Responsible for setting up and maintainining network user accounts, file system security, user data backups, troubleshooting network connectivity through upper level coordination amongst departments
• Help develop, implement, and enforce improvement efforts or change to operations within the Service Desk
• Provide oversight on Service Desk projects and updates on activities for awareness to other departments and employees
• Maintain consistent inventory of desktop computer and software licenses
• Coordinate outside vendor repairs, including preventative maintenance checks and monitoring vendor performance
• Ensure the Service Desk employees are tracking and reporting their calls and work times for tracking purposes
• Drive the IT culture and be a valued partner for both IT and the Woodgrain business
• Lead and mentor the Service Desk Specialists. Provide leadership and guidance through resource development, performance management, goal setting, recruiting, cohesion, and resiliency
• Define and measure success through setting of metrics and monitoring of change in processes
• Participate in annual budget planning and commit to deliverables identified
• Perform accountability analysis and monthly reconciliation for department budget.

• Must be able to effectively communicate in English, both verbally and in writing.
• Bachelor's degree in a technical areas such as Computer Science, Information Technology, or Business. Equivalent training and experience can be considered in lieu of a degree.
• At least 3 years of previous supervisory/management experience in a related field (Service Desk Supervisor, Specialist, or Analyst)
• Previous experience working in a fast-paced environment with ability to handle multiple priorities is essential.

• Excellent communication abilities and interpersonal skills to be leveraged across virtual platforms and in-person
• Strong customer service abilities and abilities to interact with professionalism, composure, and empathy
• Ability to review projects, problems, and manage time effectively to meet deadlines
• Proficient with Windows based software programs to include PowerPoint, Visio, and Project
• Strong analyitical, troubleshooting, problem-solving, and root cause analysis skills
• Ability to lead groups of people and facilitates constructive discussion, brainstorming, and decision-making
• Commitment to quality and achieving results that are oriented to detail and task completion

• "route" is used for session stickiness
• "careerSiteCompanyId" is used to send the request to the correct data center
• "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor
• "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another

Woodgrain