Manager, Service Desk

JOB SUMMARY

Cresco Labs is seeking a Manager of Technology Service Desk to run its internal Service Desk. Reporting to the VP of Business Solutions, this role will have a wide range of responsibilities, such as supporting our nationwide physical locations, maintaining and supporting our ITSM platform, and working with other technology and business teams to rollout and support technologies deployed throughout the enterprise. As such, your written and verbal communication must be excellent. Your ability to plan and execute in a rapidly scaling environment are a major factor of success in this role.

CORE JOB DUTIES

• Responsible for managing day-to-day operations of the Service Desk team, overseeing support for Retail, HQ, and Operations facilities.
• Establish and enforce score-card metrics; monitor ticket documentation to identify common trends and maintain adherence to SLAs.
• Create and document processes to increase self-service and resolution.
• Establish and monitor KPIs to generate monthly scorecard for leadership.
• Create and maintain escalation paths for all applications.
• Perform periodic audits of Knowledge Base to ensure accuracy and proper documentation.
• Manage hardware costs across multiple vendors, ensuring the company is getting the best value while maintaining high quality standards.
• Work with team members to find growth opportunities and develop career paths through continued learning, training, and certifications.
• Works with other technology departments to onboard 3rd party applications, creating frameworks for support & administration.

REQUIRED EXPERIENCE, EDUCATION AND SKILLS

• 5 – 7 years of professional experience supporting a company's Service Desk needs at a high level, with exposure to a variety of end user needs. Minimum 3 years in a management role in a technical customer service capacity, or technology Service Desk management.
• Ability to take initiative and work independently, proactively identifying and addressing issues, while driving projects to completion with minimal supervision.
• Strong experience in establishing business processes and auditing for adherence.
• Excellent interpersonal skills; knows how to work well with diverse teams across multiple functions (finance, supply chain, sales, etc.).
• Thrives in fast-paced environment; can handle multiple high priority projects simultaneously; adapts quickly to changing business needs and technical environments.
• Experience at leading a dynamic Service Desk team, ensuring efficient operations, impeccable customer service, and timely issue resolution.
• Experience in mentoring, coaching and motivating staff, fostering a culture of collaboration, innovation and continuous improvement.
• Role is based in downtown Chicago, with the option of remote work available.

BENEFITS

Cresco Labs is proud to offer eligible employees a robust offering of benefits including, major medical, dental and vision insurance, a 401(K)-match program, FSA/HSA programs, LTD/STD options, life insurance and AD&D. We also offer eligible employees paid holidays and paid time off. Other rewards may include annual discretionary bonuses, stock options as well as participation in our employee discount program. Benefits eligibility for permanent positions may vary by full-time or part-time roles, location, or position.