Service Desk Manager

FleetPride is the largest after-market distributor of heavy-duty truck and trailer parts in the U.S. with some of the best and brightest people in the business! Partner with the best in the heavy-duty industry and apply today!

Job Description

With more than 260 locations in 45 states, FleetPride is the nation's largest independent distributor of heavy-duty truck and trailer parts. FleetPride has an outstanding opportunity available for a IT Service Desk Manager to provide the management, leadership and team motivation for a group of Service Desk leads and support staff to deliver excellent technical and non-technical support. The Service Desk Manager is responsible for leading a team engaged in proactive problem management and timely management and resolution of client and application related issues on a number of endpoint devices and level 1 support of all applications used throughout the FleetPride enterprise.

Essential Responsibilities:

• Manage the effective operations of Level 1, Level 2 Service Desk break/fix in a 24 x 7 environment, including aligning appropriate staffing levels and scheduling based on SLAs and service needs.
• Develop relationships with third party providers for the onsite execution of Desktop support to the FleetPride Branch and Remote Office locations.
• Perform incident management/problem management - Manage the complete incident lifecycle from time of receipt of an end-user incident or request through ticket closure, incident resolution and/or request fulfillment.
• Manage the development of strategies and processes to proactively reduce the number of incidents by focusing efforts on root cause problems.
• Manage the Service Desk staff in following in accordance with ITIL. Develop and implement new ITIL compliant processes as needed.
• Develop, measure and manage Service Levels defined for Service Desk and Onsite support. Produce reporting on a monthly basis.
• Lead the Client Hardware and Software Committee, establishing the IS recommended security and software settings for all desktop computers. Maintain the listing of approved hardware, including computers and printers for the institution, and software for all of FleetPride.
• Implement improvements to the IT Service Desk functions as needed, including initiating projects that enhance the quality and efficiency of the team.
• Serve as the relationship management contact point for the IT Service Desk and for all IS Service related areas.
• Manage the IT Service Desk disaster recovery and high availability plans to meet business, legal and regulatory requirements.
• Responsible for the annual accountability of all IS supported assets.
• Occasional travel to and from client and off site locations required.
• Manage and develop orientation and training to new end users and for changes made in the end user computing environment.
• Conduct research on software and hardware products to justify recommendations and to support purchasing efforts.
• Provide guidance and/or instruction to junior staff members.

Education and/or Experience:

• A Bachelor's degree, preferably in Business Administration, Computer Science, Industrial Engineering, or Management Information Systems. Consideration will be given to an equivalent combination of related education and required work experience.
• Minimum of 8+ years of related work experience.
• Proven experience in leading a hardware and applications support Service Desk organization responsible for supporting remote site operations.
• Demonstrated project management principles and skills.
• Excellent understanding of Service Desk best practices and the ITIL framework.
• Ability to conduct research into systems issues and products as required.
• Highly self-motivated and directed.
• Experience working in a team-oriented, collaborative environment.

FleetPride offers a competitive salary and benefits package to include medical, dental, vision and prescription drug coverage, matching 401K, flexible spending accounts, wellness discounts, company-paid life and disability insurance, company-paid vacations, holidays and sick days. Qualified candidates should apply online for immediate consideration.

Job Type: Full-time

FleetPride is the leader in the industry comprised of retail, service, distribution and wholesale divisions.