Service Desk Manager

Gannett Fleming is currently seeking a Service Desk Manager who will be responsible for overseeing the operations of the Service Desk Team in direct support of end users.

As a Service Desk Manager, you will perform a wide range of operations and administrative duties regarding software, hardware, and services support, as well as coaching junior Services Desk agents. You will also continuously seek to develop and manage ITIL-based process and quality standards and improvements based on IT Services Management best practices as well as lead FreshService Service Desk workflow, interface configuration, integration, and use experience improvements.

Serving as part of the senior management team, you will help develop scalable support approaches aligning with our firm's rapid growth. 

Responsibilities:

• Oversee operations of Service Desk team and direct support of end users
• Develop and manage ITIL-based process and quality standards of IT Service Management delivered via the Service Desk
• Manage Service Desk agents to ensure effective coverage during extended business hours (7am-8pm ET)
• Provide data and reporting of KPI’s to monitor operational performance, SLA compliance, and continuous improvement.
• Oversee the Service Desk knowledge articles to assure top quality solutions are available to the staff.
• Lead the development and assist the implementation of new process optimizations and automations via the Service Desk

Minimum Qualifications 

• Bachelor’s degree in business, data management, computer science, or equivalent experience
• 5+ years working as a Service Desk Manager for an organization with >$500M in annual revenues
• 5+ years working with and demonstrable configuration of Freshworks FreshService Service Desk platform
• Experience working with PowerBI and/or other data analytics/visualization/reporting solutions
• Experience in the A/E/C Industry is beneficial, but not required
• Demonstrable experience successfully managing through stressful situations; capable of managing multiple projects simultaneously across multiple teams

At Gannett Fleming, we believe in improving the lives of the people we serve. We believe in innovation and social responsibility. We believe in the diversity of our team and the creative solutions they provide. We believe in embracing change and emerging technologies while maintaining an unmatched standard of quality. We believe in creating an environment where employees can thrive at home and at work. We believe in engaging our employees, building lasting relationships with our clients, and, in turn, making a difference in the world.

We offer a comprehensive benefits program, which includes medical, dental, vision and life insurance, our tax-deferred 401 (K) savings plan, and the opportunity to incentive compensation for eligible positions. We are committed to your personal growth and professional development, so we offer tuition reimbursement, access to internal and external training programs and support active participation in professional organizations.

Gannett Fleming is an Equal Opportunity/Affirmative Action Employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veterans’ status or other characteristics protected by law. 

Unsolicited resumes from third party agencies will be considered the property of Gannett Fleming

Location: Camp Hill, PA; Phoenix, AZ; St. Louis, MO; Philadelphia, PA

Core Business Hours: 8:00 AM – 5:00 PM
Employment Status: Full-Time 

Internal Requisition ID: 2024-10568

Salary Range: $90,000 - $110,000

Salary dependent upon experience and geographic location

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