Service Desk Manager

The Service Desk Manager is responsible for providing overall leadership and oversight to the Service Desk team. This role is expected to execute the planning, designing, and improvement of the Service Desk according to industry best practices, while ensuring a high level of customer service across all offices. In addition, the manager will be responsible for ensuring the standards and processes in place are followed and effective, as well as staffing levels and coverage to meet support requirements. The Service Desk encompasses multiple ITSM activities such as request fulfillment, incident management, user self-service, strategic decision-making, reporting, and more.

• Plan and coordinate the daily workflow of Service Desk Operations.
• Develop and implement Service desk policies, processes and procedures to include responsibility for effectively communicating status of all Service desk operations.
• Establish and manage processes to ensure effective support coordination between IT Service Desk and other lT teams. 
• Develop Service desk management strategies and needs, identifying staff, tools and support requirements as necessary to ensure that Service Desk operations and support processes are working as expected.
• Ensure Service Desk Specialists are providing quality customer service and incident resolution in a timely manner.
• Oversee problem resolutions to identify trends or problem areas and ensure that support procedures are being followed; identify opportunities to eliminate issue.
• Coordinate effective project and knowledge transitions.
• Serve as point of contact for escalation on major service disruptions to the offices and ensure appropriate communication channels are used effectively to notify end users and stakeholders.
• Build and continually develop relationships with the teams across the organization.
• Evaluate key metrics, KPI's, perform analysis and provide reporting to leadership to drive consistency and an understanding of incident trends.
• Collaborate with staff and leadership to ensure executions are effective and efficient.
• Direct and oversee the work of Service Desk professionals, including training, mentoring and insuring professional development.

• 5 years of experience providing end-user support.
• 3 years leading or managing a team.
• Advanced knowledge of Service desk operations.
• Skilled in managing budgets, forecasting financial impacts, and experience handling 3rd party vendors.
• Broad understanding of IT concepts, development practices, and architectures.
• Strong interpersonal skills, detail oriented and able to manage tasks simultaneously.
• Microsoft M365 Support.
• Windows Desktop and MAC OS support.
• VMWare/VDI support.
• Avaya phone support.
• Android and iPhone support.
• Environment requires the ability to work in a fast-paced office where daily challenges occur and volumes can be heavy.
• On-call and occasional hours outside normal business according to business needs.
• May be required to travel up to 10%.
• Must be able to lift 50 pounds.  

• Bachelor’s degree in Computer Science, Management Information Systems, or related field of study.
• 8 years of experience providing end user support.
• A+, Network+, or comparable Certification.
• HDI Certification.
• ITIL Certification.

Established in 2002, Isagenix International has created simple, proven products that optimize what your body is capable of—helping you protect your greatest asset, your health. For more than twenty years, Isagenix has made holistic science an art with transparency and integrity—creating products and systems that address nutrition, stress, fitness, energy, natural beauty, focus and financial wellbeing. The global wellbeing company, based in Gilbert, Arizona, markets their products through a network of independent distributors in 22 key markets: the United States, Canada, Puerto Rico, Australia, New Zealand, Mexico, the United Kingdom, Ireland, the Netherlands, Belgium, Spain, Austria, Denmark, Finland, France, Germany, Italy, Norway, Poland, Portugal, Sweden, and Switzerland. For more information, visit Isagenix.com.

Isagenix International, LLC is an equal opportunity employer and affords equal opportunity to all applicants for all positions without regard to race, color, religion, sex, national origin, age, disability, veteran status or any other status protected by law.