Senior Manager, IT Service Desk

Company Overview
Since 1984, SCS Global Services has been a pioneer and leader in the field of sustainability standards and third-party certification, working across the economy in the natural resources, built environment, food and agriculture, consumer products, and climate sectors. Partnering with companies, government agencies, NGOs, and stakeholders, we are striving to advance sustainable development goals through independent assessment, the application of sound science, and innovative solutions. Through these services, we are enabling decision-makers and purchasers to make informed decisions, giving innovators a competitive edge, and helping to drive the development of leadership standards to create a framework for continuous improvement.

Job Overview
The Senior Manager, IT Service Desk is responsible for leading an IT service desk team that provides exceptional customer service with a focus on ITIL best practices. This role will oversee both traditional Level 1 and Level 2 IT service desk support staff, as well as onshore and offshore Salesforce support staff. This role requires strong client-facing skills, the ability to manage employees, and the delivery of exceptional service to meet organizational needs. The Senior Manager, IT Service Desk reports directly to the Chief Information Officer.

Essential Duties and Responsibilities

• Lead and mentor a diverse team of Level 1 and Level 2 support staff, along with onshore and offshore Salesforce support staff, ensuring high performance and morale
• Oversee the daily operations of the service desk, ensuring high-quality service delivery
• Collaborate with service desk leads to develop and implement best practices and process improvements
• Foster a customer-centric culture that prioritizes exceptional service and satisfaction; resolve escalated issues promptly and effectively
• Manage and mentor service desk staff, providing guidance and support to ensure professional growth and development
• Act as the primary point of contact for leadership and clients, addressing their needs and ensuring satisfaction with service desk operations
• Implement and maintain ITIL v4 best practices within the service desk operations; ensure processes are aligned with industry standards and continuously improved
• Develop and monitor service desk performance metrics and implement strategies to improve efficiency and effectiveness; provide regular reports on team performance and areas for improvement
• Develop and maintain knowledge base documentation, including standard operating procedures, user guides, and training materials
• Ensure compliance with organizational policies and industry standards
• Stay current with industry trends and advancements in service desk management
• Utilize FreshService workflow tools to streamline and automate service desk processes
• Identify training needs and opportunities for professional growth within the team; organize training sessions and development programs to enhance skills and knowledge
• Work closely with other IT teams, departments, and stakeholders to ensure seamless service delivery and support
• Oversee the incident and problem management data to ensure chronic issues are identified and root cause is resolved

Minimum Qualifications

• Bachelor's Degree in Information Technology or equivalent work experience and
• 5+ years of experience managing a multidisciplinary service desk
• Ability to adapt to changing priorities and work effectively in a fast-paced environment
• Proven experience managing a service desk utilizing a blended resource model consisting of both onshore and offshore resources
• Strong knowledge of IT service management (ITSM) frameworks and tools
• Proficient in incident management, problem management, and service desk software
• Strong client-facing skills with the ability to build and maintain positive relationships
• Proven ability to lead and motivate a team, with strong coaching and mentoring skills
• Excellent communication and interpersonal skills
• Experience implementing ITIL processes and best practices
• Familiarity with FreshService workflow tools and other service desk software

Preferred Qualifications

• ITIL 4 Certification

The above description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Additional duties outside of normal responsibilities may be required from time to time as assigned.

Working Remotely
SCS is recruiting all open roles to be remote; allowing our employees the ability to work flexibly and allowing SCS as a company to diversify the experience and perspectives of our growing workforce. This is a home-office based role and may include travel with local, domestic, and/or international trips. Details will be clarified during the recruitment process.

Estimated Annual Salary
$95,000 - $135,000

EEOC Statement
SCS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. SCS complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.