IT Service Desk Manager

Wahl Clipper Corporation, a global manufacturer of branded Consumer and Professional products, has an exciting opportunity for a team-oriented individual to fill the role of IT Service Desk Manager at our headquarters in Sterling, Illinois.

The IT Service Desk Manager will lead a team to provide support for Wahl's computer systems investments. They will provide a single point of contact for Wahl employees who have IT related questions requests or problem needing attention. This position will be responsible for establishing escalation procedures with other resources. They will find, establish, and manage external support contracts for needs not resourced within the company. The position will lead the selection of a new ticketing system to manage IT service requests. They will triage the issues and either fix the issue or pass it on to level 2 resources and manage the work to completion. The Service Desk will also provide application and technology training. This position must keep abreast of technological changes in information technology and phone systems. They should be able to meet multiple deadlines and goals while assisting end users with technological issues.

This position reports directly to the Director of IT. This role has two direct reports. This position may also direct interns and consultants. This role also coordinates with internal and external technology providers to resolve open issues/tickets. This position will also act as a project manager with staff, other non-direct reports, and external resources.

ESSENTIAL FUNCTIONS:

• Managing all aspects of computer or communication system issue resolution.
• Prepares budget and adheres to budget.
• Maintains technical support subscriptions/contracts/resources.
• Leads the professional skill development of staff.
• Promotes technology within the company.
• Performs other duties as assigned by supervisor.
• Manage the help desk team and evaluate performance.
• Ensure customer service is timely and accurate daily.
• Set specific customer service standards and manage to those service levels.
• Contribute to improving customer support by actively responding to queries and handling complaints.
• Establish best practices through the entire technical support process.
• Follow up with customers to identify areas of improvement.
• Develop daily, weekly, and monthly reports on help desk team's productivity.

MINIMUM REQUIREMENTS:

• Associate Degree, or equivalent experience in Computer Science required; Bachelor's degree preferred.
• 2+ years Help Desk or Support Desk experience required.
• Experience with Microsoft related desktop and server operating systems preferred.
• Technical knowledge in hardware/software and related technologies in several areas preferred.
• Knowledge of how to use Microsoft's D365 ERP preferred.
• Strong customer service attitude.
• Member of the help desk institute (MDI) preferred.
• Ability to model the Company's values, including Continuous Improvement, Service to our Customers, and Respect Every Individual.

Current Openings for IT Service Desk Manager Jobs at Wahl Clipper Corporation