Hussmann Service Desk Manager in Bridgeton, Missouri

Service Desk Manager

Tracking Code

POS-223281

Job Description

Lead the Hussmann Service Desk team to provide effective and continuously improving support to the users. Define and collect metrics to objectively assess Service Desk performance from users’ perspective. Collaborate with application and infrastructure peers to proactively prevent or address root cause of identified problems. Define strategic plans, process standards, budgets and staffing approach to meet business requirements. Participate in business, department or Service Desk projects to ensure deadlines are met and objectives achieved.

  • People / Vendor Management (30%)

  • Supervise employees, measure performance, execute against people management processes (e.g. PMPs);

  • Provide goals, development plans, coaching and mentoring for Service Desk team members.

  • Manage support and project priorities among team members to deliver effective support and improve processes.

  • Manage on-call rotation and processes to ensure sufficient support coverage

  • Manage vendor contracts and resources.

  • Ensure proper balance of internal and external resources / services to deliver effective user support.

  • Manage transition of significant issues to 2ndor 3rdlevel support while maintaining appropriate documentation and ensuring timely closure/

  • Process Management (30%)

  • Ensure the end user support process is followed including key compliance activities (e.g. proper approvals);

  • Measure the process and continuously improve the results.

  • Facilitate effective problem management and Root Cause Analysis efforts to reduce issues and improve productivity.

  • Lead and/or participate in continuous process improvement initiatives.

  • Ensure thorough process & policy documentation exists and participate in relevant audits as necessary.

  • Promote development of robust Knowledge Base and Self-Help tools

  • Project Management (20%)

  • Lead a variety of PC-related projects (e.g. laptop encryption);

  • Manage IT activities associated with facility changes and company events (e.g. sales meetings);

  • Coordinate with IT and business partners to ensure projects fulfill requirements and meet objectives.

  • IT Asset Stewardship (10%)

  • Implement and manage control activities to safeguard company assets (PCs, accessories, etc.);

  • Provide regular visibility into asset inventory;

  • Work closely with IT Finance to effectively manage lifecycle of technology assets.

  • Manage equipment warranties and define criteria for repair vs. replace decisions

  • Track financial expenditures and identify / implement cost saving opportunities.

  • User Productivity / User Advocate (10%)

  • Ensure timely and effective executive support;

  • Proactively communicate with end-users on how to best leverage technology;

  • Develop and help execute appropriate end-user training;

  • Be a conduit for Hussmann employees.

Required Skills

Required Experience

  • 7+ years of experience (15+ years of experience without a bachelor’s degree), 3+ Leadership of technical service desk team

  • Knowledge of user technologies – Computers, Tablets, Mobile Devices, Printers, Phone Systems, Microsoft Applications, etc.

  • Experience with Service Desk ticketing systems and best practices

  • Knowledge of IT Security principles and practices regarding user devices

  • Experience with Project Management tools and standards

  • Ability to communicate with a diverse range of internal customers, peers, management, vendors, etc.

  • Ability to define strategies and execute via process change and projects

  • Knowledge of IT finance principles and asset lifecycle management

  • Experience with enterprise change management processes

Job Location

Bridgeton, Missouri, United States

Position Type

Full-Time/Regular

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This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.