Manager, IT Service Desk

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

Manager, IT Service Desk

Accountability Statement This position is responsible for leading and managing the daily operations for the IT Service Desk team and is ultimately accountable for the quality and performance of all IT service desk activities. Primary responsibilities include strategic planning, operations management, service design and transformation, and delivery within the functional areas of the service desk. The IT Service Desk Manager provides first and second level technical phone support to employees (end-users). The position requires a high degree of leadership courage and management competency, an ability to influence and lead change at a department or organizational level, excellent communication skills, and maintain a strong focus on creating a culture and practice of exceptional customer service.

Essential Job Functions

• Demonstrate the value provided by IT service desk activities through a combination of qualitative and quantitative service performance and customer satisfaction metrics; Identify and report on key performance indicators (KPIs), implement standardized processes and procedures.
• Create a framework for KPIs in order to increase client satisfaction, deliver more services to the organization, and ensure quality in the services being delivered.
• Design and delivery of services built on the IT Service Management (ITSM) Cherwell platform.
• Provide the resource management, counseling and improvement of the members of the Service Desk team. Manage the Service Desk Leads and represent the team at other support meetings such as change, incident and problem.
• Ensure that changes, improvements and augmentations to the ITSM support processes are fully aligned to an ITIL framework
• Develop knowledge base articles for the ITSM Cherwell tool.
• Coordinate the daily activities of the IT Service Desk team as well as monitors service desk call volume to ensure adequate personnel resources are available to meet end-user requirements.
• Utilize incident tracking software to monitor service requests initiated through the service desk and assists with problem identification, prioritization and resolution.
• Drive team productivity toward meeting end-user service level expectations to include routine follow up with the end-user via phone or survey.
• Create and lead a team comprised of appropriately skilled and capable resources and ensure that they understand the strategic direction of the company, are adaptive to change, and understands the needs of the workforce to enable VyStar to achieve strategic business plan goals.
• Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Leadership / Management Functions:
  • Conducting performance reviews
  • Conduct interviews and administer disciplinary measures and improvement programs as needed
  • Ensure employees are trained appropriately for their area of responsibility
  • Utilize time and resource management tools to track and report on employee productivity
• Develops metrics and statistics to measure the effectiveness of area of responsibility. Maintain focus on continually improving practices and capabilities. Demonstrate through objective metrics, improvements in services and delivery of those services.
• Keep abreast of technology trends and developments as well as industry best practices. Work with leadership to develop a service desk strategy and roadmap for VyStar.
• Develop and deliver presentations for peer-level and senior level consumption.
• Performs other duties as assigned.

• Demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job.
  • Focus - Focus your full attention by carefully listening to and observing your clients or member.
  • Connect - Consistently be friendly and approachable. Demonstrate you care.
  • Understand - Listen empathetically and ask questions (70% to 30%).
  • Counsel - Recommend solutions based on your clients or member's needs and objectives.
  • Advance - Ensure that member's or client's expectations were exceeded.
  • Verify necessary follow-up actions were completed.

JOB QUALIFICATIONS

Experience

• 10+ years of work experience in IT (infrastructure, desktop and/or support roles).

• 6+ years' experience in an IT leadership role managing IT support and services desk teams at large multi-site organizations.
• 3+ years' experience with IT Service Management tools.
• Technology management experience at a financial institution is highly desired.

Skills and Abilities

• The position must have outstanding communication, conflict resolution, organization, and personal interaction skills in order to work successfully across team and departmental lines and with VyStar staff at all levels.
• The position must have recent and proven management skills in the area of end-user technology management and support. Equally important are leadership skills in coaching and encouraging employees to deliver their best while holding them accountable to performance objectives, policies and standards. High personal standards for quality in both services and products are a necessity to ensure that the same expectations are adopted by direct reports and that expected service levels are met.
• A high level of interpersonal skills and social sensitivity are required. The candidate encounters employees on all levels of the organization. The candidate must set the example in attitude, behavior, and work ethic.
• Equally important are leadership skills in coaching and developing employees to deliver their best while holding them accountable to performance objectives, policies and standards.
• Strong problem solving, troubleshooting and analysis skills are required.
• The incumbent must possess exemplary time management skills to manage tactical and strategic projects that are wholly or in part the responsibility of the Service Desk Team. The candidate must be passionate about the creation and maintenance of process and procedure documentation to ensure a sustainable and consistent approach to team responsibilities.
• Must have a passion for technology, understand IT's role as a business enabler and possess the drive to deliver excellent customer service.
• The following certification is required or must be obtained within 180 days of joining VyStar: ITIL v3 Foundation.
• Demonstrable track record of managing day-to-day, end-user support demands.
• Advanced level knowledge of ITIL disciplines.
• ITIL certification preferred.

Education

• Four-year bachelor's degree (or equivalent combination of education, significant relevant experience, and/or Microsoft certification).

Disclaimers and Work Environment

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management.

The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.