63 applicants

Company

Stride, Inc. · 18 hours ago

Manager, IT Service Desk

Virginia, United States

Full-time

Remote

Mid, Senior Level

5+ years exp

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Responsibilities

Lead, coach, and mentor a team of IT service desk and access provisioning professionals.

Develop and implement strategies to improve service delivery and customer satisfaction.

Oversee staff performance, providing regular feedback and conducting performance evaluations.

Manage and oversee the daily operations of the IT service desk, ensuring timely and efficient resolution of user issues and requests.

Act as an escalation point for complex technical problems and service requests.

Develop and maintain standard operating procedures (SOPs) and a Knowledge Base for service desk operations.

Develop and maintain a quality assurance program that holds team members accountable to performance standards.

Ensure compliance with ITIL best practices and other relevant standards.

Manage the access provisioning team and processes, ensuring secure and efficient access to systems and applications in a consistent, auditable manner.

Develop and enforce access control policies and procedures.

Coordinate with other IT teams to ensure seamless integration of access management processes.

Ensure compliance with relevant regulations and standards (e.g. SOX).

Identify opportunities for service improvement and implement initiatives to enhance service quality and efficiency.

Lead projects aimed at enhancing the efficiency and effectiveness of the service desk and access provisioning functions.

Monitor and analyze service desk performance metrics, using data to drive improvements.

Handle customer complaints and feedback, implementing improvements as needed.

Stay updated with the latest industry trends and technologies.

Collaborate with other IT teams and business units to ensure seamless service delivery.

Communicate effectively with stakeholders at all levels, providing updates and reports as needed.

Oversee the deployment and maintenance of service desk tools and technologies.

Stay current with industry trends and emerging technologies to ensure the service desk remains effective and relevant.

Implement and maintain security measures to protect sensitive information.

Conduct regular audits and assessments of access controls and service desk operations.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

IT service desk managementAccess provisioningITIL best practicesService desk toolsProcess improvementA+ certificationNet+ certificationSecurity+ certificationCISSP certificationAgile frameworkPMBOK frameworkCOBIT frameworkMicrosoft OfficeCustomer service skills

Required

5 years of experience working in information technology support, help desk, or service desk.

3 years of manager experience.

3 years of experience identifying and implementing process improvements resulting in measurable reductions to process exceptions/escalations.

Excellent leadership and team management skills.

Excellent verbal and written communication skills.

Excellent delegation, deadline management, task organization and action item tracking skills.

Excellent goal and metrics driven performance management experience.

Excellent problem-solving and analytical abilities.

Experience with service desk tools and technologies.

Proficient in ITIL best practices and service management frameworks.

Ability to keep work organized in an environment with changing priorities.

Ability to communicate business problems and corresponding business solutions to diverse technical and non-technical audiences using written content/presentations.

Well-spoken, customer first mentality, ability to work with end-users with various degrees of ability.

Ability to adapt and succeed in an ever-changing IT environment.

Intermediate business professional level knowledge of office tools, such as Microsoft Word, Excel, Outlook, PowerPoint, Visio.

Functional knowledge of enterprise business and technology management frameworks such as ITIL, COBIT, Agile, PMBOK.

Ability to work independently and without direct supervision.

Ability to travel intermittently, potentially 10% of the time.

Ability to clear a required background check.