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IT Service Desk Manager


When it comes to creating educational travel adventures that enrich the lives and fulfill the dreams of more than 100,000 people every year, there’s no organization better than Road Scholar. What’s our secret? Dedicated and talented staff who believe in our mission.

About the role…

The IT Service Desk Manager is responsible for the operational effectiveness of the Service Desk (Tech Desk) as the Information Technology department’s outward-facing support team. This role is responsible for the ownership of the IT ticket queues to ensure all IT tickets are assigned, addressed, and resolved within SLAs. In addition to managing a staff of help desk agents, the Manager will need to work effectively with colleagues across the organization to meet the operational needs of the business. The ability to effectively define and consistently deliver high quality technical service and proactive communications via standard operational protocols is critical to success in this position. This is a hands-on position that will require technical support for end users.

Road Scholar offers a remote-first work environment. The compensation range for this mid-senior level exempt salaried position is $94,000 – $120,000. Some travel might be required to our Boston, MA, Lowell, MA or Portland, OR locations.

You will…

Always ensure high-quality customer service and operations by managing and leading the Service Desk team to achieve a positive customer experience for all Service Desk interactions
Delegate the team to own, monitor and manage the IT ticket queues. Distribute incident and task tickets as appropriate, rebalance work as needed to ensure that all tickets are escalated as necessary and appropriately
Design, execute, and maintain Major Incident handling processes, including communications protocol, priority matrix, and incident reporting
Ensure that IT’s communication with the end-user community is thorough, professional, and service-oriented. Maintain customer-facing content on the internal website (IT dashboard & intranet) and staff-facing documentation on wiki/knowledge base
Recommend and implement process improvements, guide team on required process documentation and related metrics. Create standard for process documentation
Stay current in emerging service desk trends and best practices to make informed recommendations
Owns lifecycle management of hardware, maintains stock and protocol for consumable supplies, facilitates repair/replacement/maintenance of circulating equipment and technology-equipped facilities. Contact third-party vendors for warranty or contract service repair
Ensure appropriate training initiatives for staff
Track and analyze trends in Help Desk requests and generate statistical reports
Manage business-user workplace technology rollouts, including onboarding, training, equipment deployment, and communications
Monitor incident trends and anticipate potential problems for proactive resolution
Manages the Help Desk staff including consultation on performance evaluations, hiring and disciplinary responsibilities
Maintain positive working relationships with management across the organization, facilitating quality-of-service dialogue; implement continual improvement changes accordingly
Serve as backup to other members of IT Service Delivery team, assisting in their tasks as necessary. Work on special projects and perform other duties as assigned. Act as escalation point for all requests and incidents

You need…

Experience:

Combination of academic degree, practical experience, and interpersonal skills required to fulfill the duties and responsibilities of the position in a professional manner
6+ years’ experience supporting end-users with computing hardware, software, and networking protocols
At least 2 years’ experience supervising a team of help desk staff
Comfort troubleshooting and supporting PCs, Macs, AV equipment, and other technology services
Sufficient mobility to perform duties in small spaces involving crouching, stooping, kneeling and physical ability to perform tasks requiring physical strength to lift 30-45lbs.

Interpersonal Skills:

Ability to work independently toward goals. Ability to multi-task and prioritize information effectively, especially during periods of high activity.
Ability to engage with staff, clients, and colleagues across multiple office and remote locations with timely written communication, remote/teleconference presence, and phone contact as needed.
Excellent work ethic and the ability to be a productive and reliable team member.
Demonstrated ability to effectively communicate with all levels of the corporate organization.
Excellent customer-facing and operational skills.

Management skills:

Strong leadership and mentoring skills.
Ability to lead others toward a common goal by being the team’s technical escalation point as well as the team’s standard of excellence.
Ability to communicate and measure key performance indicators at both the individual and team level.

Why join the Road Scholar Team…

We offer competitive compensation and excellent benefits:

Medical, Dental and Vision Insurance
20 days PTO annually
Paid shutdown between Christmas and New Years!
Ability to work remote!
Paid Holidays (14)
Retirement Plan with a company match up to 5%
Identity Protection
Unlimited On-line Training thru Linkedinlearning.com

Learn more at https://www.roadscholar.org/careers/

An Equal Opportunity Employer
Road Scholar values and supports individual differences and strives to create an environment that contributes to the success of both the individual and the organization. As an Equal Opportunity Employer, we consider applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, pregnancy, illness, marital or veteran status or disability or any other status protected by applicable law.

To avoid fraudulent job postings and scammers posing as Road Scholar, we request that you only apply to jobs that are posted on the Road Scholar website & when completing an application please make sure the URL is from recruiting.ultipro.com.



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