Sr. Service Desk Manager

MHI Shared Services Americas, Inc. (MSSA) is looking for a Sr. Service Desk Manager to join our team. This is a hybrid role based out of our Lake Mary, FL office.

SUMMARY

A Sr. Service Desk Manager is responsible for being a champion and leader for our customers by establishing effective communication chains, ticket analysis to predict customer needs and create a path for proactive issue migration.  This role manages the day-to-day delivery and performance of the team and ensures compliance, cultivates strong business relationships, expectations and escalations.  Cultivate and maintain the vision for the entire Service Desk team.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical team members, at all levels in the organization;
• Monitor service desk ticketing system and spearhead prioritization/troubleshooting of all level 1 and level 2 issues, follow up with assigned team member to ensure timely resolution of problems;
• Monitor incident and service request trends to anticipate potential problems for proactive resolution;
• Lead team meetings to facilitate decision making, support implementations and provide direction;
• Manage and lead assigned projects to completion with delivery of agreed objectives, within specifications aligned with deadlines and budget management;
• Manage escalations and coordinate problem resolution with other support teams when necessary;
• Appraise all Service Desk team members performance, provide feedback, take corrective actions and oversee their training, development through coaching and mentoring;
• Utilize a collaborative, solutions-oriented approach, with effective communication skills and demonstrated ability to foster teamwork;
• Lead with accountability in mind, identifying and interfacing with all key stakeholders in a professional manner;
• Establish and maintain reports/dashboards indicating performance metrics to measure IT effectiveness and productivity;
• Impeccable judgement and ability to make sound decisions in a fast-paced dynamic setting;
• Champion a positive team spirit and culture build on integrity, inclusion, transparency and accountability.  Establish and maintain succussion, continuity and progressional career path development plans for all team members built on the foundation of the people development vision;
• Provide cross-site and cross affiliate support, including remote sites as required;
• Ability to create documentation such as, but not limited to: SOPs, How To’s and Process Training, etc;
• Contribute to building a positive team spirit and ONETEAM culutre while embodying the Team Values daily;
• Protect confidential information by not communicating, disclosing to, or using for benefit of third parties;
• Perform other related duties, as directed by IT Leadership team.

KNOWLEDGE, SKILLS & EDUCATION

• Education Requirement: Bachelor's degree (BS) from four-year college or university; in a field related to technology, such as Computer Science, Management of Information Systems, Software Engineering or Cyber Security.
• Experience: At least ten (10) years of related experience or equivalent combination of education and experience.  At least five (5) years of experience of people management and development, preferably Service Desk related.  Progressive IT experience showing increasing responsibility is preferred.  Experience in Manufacturing is preferred. 
• Any special skills/training/certifications:
  • Advanced knowledge of Office 365 (Word, Excel, PowerPoint, SharePoint, Visio, and Project) is required.
  • Advanced knowledge of Tanium, Endpoint Manager is preferred.
  • Certifications in ITIL, Customer Service and/or Project Management preferred.
  • Advanced knowledge of infrastructure, networking and cloud (Azure) environments is preferred.
  • Intermediate knowledge of SAP, CRM (Dynamics), Windchill, SharePoint SPO, MS Project or experience with other Project Management software, is preferred.

WORKING CONDITIONS:

• Travel: Up to 25% by land and/or air.
• Weekend/late night work is required: Support nights and weekends to provide quick support when required. 
• Lifting/physical requirements: Regularly required to sit for long period, stand, walk, talk and/or hear. Frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.
• The employee is occasionally exposed to toxic or caustic chemicals. The employee’s working environment maybe loud.  The employee may be required to adhere to the Customer safety procedures including but not limited to, the use of personal protection equipment (hardhat, safety glasses, goggles, hearing and fall protection).

  Why Should You Apply?

• Excellent Benefits (Medical, Dental, Vision & 401K Matching)
• Excellent growth and advancement opportunities
• Tuition reimbursement and on-the-job training
• Paid vacation, sick time and holidays
• Committed to quality product and services
• Great working environment and culture

MHI Shared Services Americas an Equal Employment Opportunity (EEO) employer actively seeking to diversify the workforce and is committed to a policy of equal employment opportunity. Therefore, all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status or any other legally recognized protected basis under applicable law, are strongly encouraged to apply.