IT Service Desk Manager

Position Overview:

Solid Power is seeking an Information Technology Service Desk Manager responsible for the strategy execution, supervision, management, maintenance and coordination of the IT Service Desk resources to ensure the business-centric timely delivery of a superior customer service experience handling digital workplace-related incident resolution and request fulfillment to end users company-wide in a fast-paced environment. The Service Desk Manager will work closely with senior IT leaders responsible for infrastructure, security, business systems, platforms and service delivery.

Job Duties:

• Overseeing the day-to-day supervision of the company’s Service Desk Analysts to provide quality customer service to business users and functions.
• Providing support and maintenance of all computers and printers; ensuring timely resolution of issues (i.e., end-user application support and system issues are identified, prioritized and resolved).
• Scheduling the company’s Service Desk resources as needed to maintain the timely handling of support issues in a fast-passed environment.
• Providing information and recommendations regarding IT Service Desk staffing levels to the IT leadership.
• Providing career development guidance to staff and recommending training paths.
• Identifying metrics and collecting associated data to ensure optimal Service Desk operations.
• Identifying, recommending, and documenting procedures and processing improvements related to IT service delivery and problem resolution.
• Performing incident trend analysis (Incident Management); making recommendations to the IT leadership for ways to reduce recurring issues.
• Providing feedback to the Training Manager to ensure training programs meet the needs of the company’s end users.
• Collaborating with other Directors, Managers and Supervisors to ensure that departmental and company projects are completed efficiently.
• Supporting, upholding, and encouraging compliance with all IT related policies throughout the enterprise.
• Organize support and provide service to company’s senior leadership team.

Qualifications/Requirements:

• Bachelor's degree preferred; equivalent experience will be considered.
• 6+ years of experience in providing end-user support.
• Minimum of 2 years supervisory experience in a Help Desk or Service Desk environment.
• Working knowledge of and technical experience providing support for computer related systems which include but are not limited to the following areas: computer and mobile device Operating systems, Application Software, Computer Hardware, Remote Access and Network connectivity.
• Expert knowledge in Windows operating systems and Microsoft Office Suite and/or related software.
• Expert knowledge in Apple IOS, MacOS operating systems and related software.
• Strong leadership, interpersonal and customer service skills and personal initiative.
• Proven project management skills and an ability work under time constraints to meet deadlines.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to make sound decisions and demonstrate a high degree of trustworthiness in handling confidential and sensitive information.
• Ability to strategically maintain financial/budgetary information.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Excellent organization and communications skills, both oral and written.
• Ability to work in a fast-paced environment while exhibiting a strong attention to detail.
• Flexibility to work additional hours, as necessary.

Salary Range: $95,000 - $120,000/year

Benefits: Solid Power offers a comprehensive benefit package that includes medical/dental/vision insurance, employer paid Life/AD&D/STD/LTD insurance, 401k with company match, paid holidays, Unlimited PTO, cell phone reimbursement and eligibility in our equity and bonus plans.

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