Founded in 1917, the National Hockey League (NHL®) is the premier professional ice hockey league in the world, and is one of the major professional sports leagues in the United States and Canada.
With more than 1500 employees across the US and Canada, the NHL is a global sports and entertainment organization committed to building healthy and vibrant communities using the sport of hockey to celebrate fans of every race, color, religion, national origin, gender identity, age, sexual orientation, and socio-economic status.
At the NHL, we are looking for dynamic, energetic and impactful individuals who are committed to doing the same by sharing in our philosophy that Hockey is for Everyone – and inclusion belongs on the ice, in the locker rooms, boardrooms and stands.
WHAT WE EXPECT OF YOU
SUMMARY
As a Service Desk Manager at the NHL, you will be responsible for leading a team of support staff and ensuring the ServiceDesk team is operating efficiently. You will be the primary point of contact between the Service Desk team and other support teams and will analyze Service Desk activities, document processes, and recommend improvements which optimize service delivery and staff performance.
In this role, you will have the opportunity to manage support team performance while executing the operational and tactical plans of the Service Desk. You will prioritize and schedule Service Desk activities to maximize issue resolutions in minimum time. Coaching and mentoring are critical aspects of this role. You will be responsible for providing guidance and support to the ServiceDesk team, and for ensuring that they have the necessary skills and knowledge to perform their roles effectively. You will work closely with the team to identify areas for improvement, and will provide feedback and coaching to help them develop their skills and achieve their goals.
We are looking for a candidate who has experience in managing a Service Desk, help desk, or IT support team. You should have the ability to manage and motivate a team of technical professionals, and be able to collaborate on policies and standard operating procedures with IT Managers.
If you are passionate about providing excellent customer service and have a proven track record of managing a team of technical professionals, we encourage you to apply for this exciting opportunity.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Ensure all Service Desk processes are thoroughly documented, consistently audited, and regularly improved
- Ensure the team has and uses the required tools and software to identify, document, track and resolve issues
- Coach and mentor the team, providing necessary resources to improve knowledge and skills
- Provide technical support to the ServiceDesk team and to Service Desk customers
- Manage support queues to ensure service delivery meets/exceeds expectations for quality and timeliness
- Manage team performance, schedules, and schedule adherence
- Ensure team adherence with ServiceDesk procedures and corporate policies
- Provide data and reporting of performance metrics and manage improvements where necessary
- Identify training opportunities, coordinating with the Director of Support Services to ensure each support member is provided the training necessary for their skills to improve
- Maintain consistent communication with Director of Support Services, keeping him/her informed of all issues pertinent to the success of the team
QUALIFICATIONS
Knowledge Areas/Experience
Required
- 3-5 years of Service Desk supervisory experience required
- Must be customer experience focused with demonstrated results providing support services
- Must be able to deal effectively with all types of internal/external customers
Required Skills
- Excellent communication skills and written/verbal communications skills
- Excellent computer and technical troubleshooting skills
- Able to work independently as well as be a team player
- Willing and able to support 24/7 operations
CORE COMPETENCIES
These core competencies reflect the underlying values that are necessary to represent the National Hockey League:
- Accountability
- Adaptability
- Communication
- Critical Thinking
- Inclusion
- Professionalism
- Teamwork & Collaboration
BENEFITS