Service Desk Manager

At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to give options that make sense, getting customers behind the wheel of their car.

Every team member is integral to our success. Whether you're at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment.

Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service.

Job Description

This position is hybrid and will be required to be in office two times per month for collaboration working sessions.

Job Summary:

The Service Desk Manager is responsible for the daily operations of the Service Desk to include the management of the Service Desk Analysts, continual functional improvement of Service Desk operations, and contributions to the development of departmental processes, procedures and staff.

Job Duties:

• Oversees the operation of the Service Desk to ensure team and individual performance levels consistently meet or exceed the needs of the customers based upon SLA Prioritize, schedule and update incidents and requests, as well as escalate incidents outside the Service Desk to the appropriate IT teams when required.
• Develop and improve policies and procedures for Service Desk.
• Monitor Service Desk issues to ensure appropriate priority, escalation, resolution and accuracy
• Assist with the development of methodologies to increase customer satisfaction and team productivity
• Provide program management leadership in developing IT standard documentation to ensure a repeatable end user experience (by documenting RACI's , Knowledge Articles, Troubleshooting Questions, Swim Lanes, etc.) at an IT Services Level.
• Responsible for hiring, scheduling, mentoring and training of the team
• Develop and maintain relationship with business leaders to ensure quality service is provided
• Other duties and projects as assigned.

Education and Experience:

• College's Degree or equivalent experience in Computer Science, Information Technology or similar field.
• Six (6)+ years of experience.
• One (1)+ years of management experience.
• Minimum four to five years in a Service Desk supervisory role
• Experience with Active Directory and SCCM imaging/application deployment
• Solid hands on experience with a variety of Microsoft operating systems and applications
• Strong communication, interpersonal, and analytical skills.
• Ability and desire to provide excellent customer-service to internal customers.
• Ability to work independently and in a dynamic and fast paced environment
• Experience coaching and mentoring employees
• Good oral and written communication skills, good investigative and customer service skills.
• Experience developing and maintaining policies and procedures in an IT environment
• Friendly attitude and excellent interpersonal skills.
• Superior work ethic.

Compensation Information

Salary Range: $86,400 - $118,000

Individual compensation packages are based on various factors unique to each candidate including skill set, experience, qualifications and other job-related reasons.

#LI-Hybrid

Exeter Finance LLC is an Equal Opportunity Employer.