Manager, Service Desk
The Service Desk Manager role is a working manager for standard desktop applications, laptops, desktops, and other portable devices in the support of the Ministry. The Service Desk Manager will have a solid technical background combined with customer service experience. This role will ensure high quality technical support and increase client satisfaction.
Essential Job Duties & Responsibilities
Manage and evaluate performance of Service Desk team at all CCM locations
Open, track, and close incident and service request tickets; Ensure problem ownership and promote end-user satisfaction; Track activities of technical support specialists to whom tickets were assigned
Manage the staffing of the Service Desk IT support team including hiring and firing decisions and provide recommendations to the overall staffing headcount and annual budget
Manage scheduling of team to ensure proper Service Desk coverage during hours of operation
Track ticketing and call queue statistics
Report to upper management weekly SLAs, surveys, and call stats are kept within allowable limits
Provides technical expertise on a variety of both packaged and custom-built applications
Works cross-functionality with other areas to ensure focus on customer service
Train Service Desk technicians to effectively perform their roles
Maintain complete inventory record of all hardware, software, and software licensing
Stay current on new technology through news articles, self-research/study, lab work and manuals.
Essential Skills & Abilities
Ability to work independently with little direct supervision
Ability to work collaboratively with staff at all levels in the organization
Ability to troubleshoot difficult technical problems and can give proper resolution to customers
Familiar with ITIL methodologies, theories and change management practices
Proven troubleshooting skills (LAN/WAN, Internet, servers, clients, printers, scanners, and applications)
Proficiency in troubleshooting PC Hardware/Software issues at a high level and basic network/server issues
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; write routine reports and correspondence; speak effectively with members, providers, and/or associates of the organization
Understanding of project management methodologies such as using Kanban boards
Knowledge of Microsoft 365 Application Stack
Proficient with Microsoft Office Suite
Ability to apply common sense understanding to carry out instruction furnished in written, oral or diagram form; deal with problems involving several variables in standardized situations
Ability to encourage staff in their spiritual walk with Christ through leading/participating in team devotions and prayer
Core Competencies/Demonstrable Behaviors
Collaborates – builds partnerships and works collaboratively with others to meet objectives. This role requires a high level of internal customer interaction to meet objectives
Builds Effective Teams – rallies people around a common goal, encourages open dialogue, and shares information as a good communicator
Experience in the analysis of IT business and information environment, activities, and events
Manages Conflict – handles conflict situations effectively.
Interpersonal Savvy – relates openly and comfortably with a diverse group of people. Must be able to communicate effectively and build engagement across all audiences
Drives Results – consistently achieves results, even under tough circumstances and tight deadlines.
Situational Adaptability – adapting approach and demeanor in real time to match the shifting demands of different situations.
Courage – ability to have tough conversations and deliver accurate advice and decisions regardless of risk or potential criticism
Education and/or Experience
High school diploma or GED with 5 years’ experience as a service desk or field technician and 1-3 years’ experience managing an IT service team or Bachelor’s degree in IT related field with 1-year previous managerial experience in an IT related field required.
Bachelor’s degree in IT, CIS or related field preferred.
ITIL 3 or 4 Certification strongly preferred.
Please complete form at https://boards.greenhouse.io/christiancareministry -to apply for this job directly - mention CFEC.org job posting.