Q2 Software is seeking an IT Service Desk Manager to join the team! The IT Service Desk Manager is responsible for providing incomparable vision and leadership to a team of technology professionals who are responsible for providing end-user support to multiple customers.

This position is responsible for leading and overseeing all components of the IT Service Desk. It requires strong problem-solving and analytical skills and must ensure both operational stability and end-user satisfaction. Effective communication is a must as the IT Service Desk Senior Manager will be required to interact with all areas of leadership to further refine, optimize, and transform the IT Service Desk’s ongoing services. The IT Service Desk Manager must strive to create a positive work environment, provide mentorship to team members and team leaders, and actively work to create strong business and employee relations.

RESPONSIBILITIES:

• Manage all operational and daily activities of assigned resources to ensure customers receive an effective and timely resolution of all issues in compliance with the Service Level Agreement requirements defined in the contract(s) and based on established company objectives.
• Seek out and execute on opportunities to automate repeatable tasks to streamline service desk operations
• Define and report performance and health metrics that measure the effectiveness of the service desk
• Oversee the daily volume of tickets generated from each customer; help prioritize contacts across all customers to ensure timely resolution of issues with the highest impact on customers.
• Responsible for developing and documenting processes and procedures particularly in an SLA driven environment
• Participate in resource management meetings to identify resource-requirements across the department and to ensure optimal productivity levels are achieved by all technical resources.
• Establish Continual Service Improvement activities, aligned with business objectives, to ensure incremental improvements in operations
• Proactively manage communications pertaining to technical support, operations, changes, outages, and issues in a timely and professional manner
• Regularly communicate service performance levels to key stakeholders, including Executives, Customer Executives and Operations Leaders
• Serve as a key point of contact for all matters related to the IT Service Desk, including implementation of IT Service Desk strategy and initiatives, customer and/ or account team escalations, IT Service Desk reporting, IT Service Desk productivity, and IT Service Desk hours of coverage
• Lead, supervise and mentor Team Leads, assigning duties and preparing and delivering performance reviews

QUALIFICATIONS:

• Bachelor’s degree, preferably in related field
• ITIL Foundation or higher certification preferred
• Minimum of 5-7 years of operations experience in combination with five or more years of managing technical personnel required
• 5-7 years of relationship management experience or equivalent combination of education and experience preferred