Service Desk Manager

Company Description
Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 133,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo's communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
Zayo is seeking a Service Desk Manager who will be responsible for the day-to-day management of a 24x7 internal-facing technical support team to deliver service excellence via the strong knowledge of client service best practices.
Responsibilities:

• Provide effortless support
• SLAs for delivering laptops
• Managing Assets
• Managing Vendor Relationships
• Managing Budget
• Email administration
• Enforcing Security policies
• Communication of outages internally and point of escalation for IT issues and outage handling
• Responsible for communication between groups to ensure high customer service levels
• Onboarding/off-boarding of employees and contractors
• Implementation of ITSM best practices
• Assistance in all acquisitions for systems and hardware
• Collaborating with other IT teams on Architecture/Technology/Security
• Hire, develop, and manage a 24x7 Service Desk team to include staffing, coaching, and training
• Reporting on all daily functions and any major issues impacting users
• Provide metrics and statistics on IT service delivery and support tickets
• Monitors workloads and recommend changes in staffing levels including the maintenance of the daily shift/work schedule
• Ensures effective processes (such as categories of services; prioritization models; Incident/Problem/Request Management) and roles are in place for the team to identify and resolve technology issues that impact users
• Responsible for meeting SOX controls
• Monitor lower priority tickets for timely and accurate resolutions to minimize impact to the business
• Facilitate Problem Management with key stakeholders across the company ensuring both reactive root cause analysis and proactive trending as well as incident/problem prevention

Qualifications:

• Minimum of 5 years' client service experience
• Minimum of 2 years' supervisory experience
• ITILv3 or later certification, Computer Science/Engineering BA degree, or equivalent work/industry experience
• Experience must include knowledge of Linux and/or Microsoft commands/utilities, virtualization, storage administration, firewalls and networking, backup technologies, security and general hosting/network services
• Knowledge of Apache or IIS, FTP, telnet, SSH, SMTP, POP and IMAP
• Familiarity with most basic system administration tools and processes
• Other technology industry certifications highly desired (e.g., MCITP, CCNA, RHCE, VCP, ITIL, PMP, etc.)
• Working knowledge of enterprise level monitoring tools and ticketing systems
  Strong personal drive for ensuring client success with a proactive focus
• Strong background in a dynamic, problem solving, client service environment
• Flexibility, integrity and creative analytical problem-solving skills
• Ability to work in a fast-paced environment with multiple projects under tight deadlines with a can-do attitude
• Ability to articulate technical issues in a meaningful way to both team and executive level management
• Strong interpersonal client service and communications skills (written and oral) are required
• Ability to maturely lead and direct technical staff through crisis and escalated situations
• Adaptability, ability and willingness to learn new technologies

Base pay range: $97,800 - $122,200, commensurate with experience
Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Fitness membership discounts
• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.