Service Desk Manager

Information Technology Des Plaines, Illinois


We currently have an opening in our Information Technology Department at our Corporate office in Des Plaines, IL for a Service Desk Manager.  This two part job has the responsibilities of (1) managing a 24x7 team responsible for incident management, escalation, and resolution of tier 1 issues related to systems, end points, applications, and networks plus (2) managing repeatable operations maintenance tasks, monitoring and alerting on the network and systems operation across our enterprise.  Specific responsibilities include:

Service Desk Manager Responsibilities

  • Manage Request / Incidents / Problems
    • Develop request, incident, and problem management processes
    • Build an efficient escalation triage to ensure issues are manage in a timely manner
    • Document the root cause of problems and communicate appropriately to stakeholders
    • Establish SLAs and OLAs to enable timely resolution of incidents
    • Implement a robust monitoring and alerting system to manage the state of configuration items
  • Grow Skills / Team Build
    • Lead the level 1 technical support team -- maintain team schedule, set team goals based on understood direction, perform performance evaluations
    • Ensures team members demonstrate professionalism and accountability at all times
    • Build cross department relationships and develop synergies between departments to strengthen DSC’s technology offering
    • Manage vendor relationships for all areas of responsibility
    • Report status (operational state, project status, etc.) and provide the right level of communication at all times
  • Oversee Knowledge Database
    • Ensure solutions to issues are documented and easily accessible
    • Advise management on IT services and tasks transition documentations
    • Manage the update of active knowledge articles and removal of obsolete ones
    • Develop an effective framework for the transfer of knowledge from domain experts to the Service Desk 
  • Manage Communications
    • Implement an effective protocol for communicating outages and emergency activities
    • Manage Vendor relationships as it pertains to operational needs
    • Create a framework to communicate maintenance schedules to stakeholders
    • Establish an efficient process to communicate shift issues to team members and other members of the IT department
  • Provide Data / Actionable Reports
    • Provide KPIs and actionable reports to IT department and other stakeholders in ad-hoc, weekly, monthly and as needed
    • Create the foundation to make Service Desk the single source of information on IT Service Operations
    • Implement an effective and insightful dashboards for members of the IT department
    • Create detailed reports to facilitate the continuous improvements of IT services

Data Center Operations Tasks and Monitoring Responsibilities

  • Define / Develop Standards
  • Coordinate with other teams in IT and create a set of system standards and develop SLAs as required by our internal and external customers
  • Develop standard operating procedures for data center staff to follow
  • Create and implement a change management process
  • Document and maintain data center configuration specifics
  • Stabilize
    • Network and server monitoring (both on premise and cloud based)
    • Automate repeatable tasks
    • Create system / network monitoring alerts
    • Execute backup and recovery process - including tape archiving and data management
    • Manage IT asset life cycle and software compliance
  • Build / Innovate
    • Use past experience to find weaknesses in current environment and recommend improvement actions
    • Understand CJ business direction and develop ways to improve end user efficiency / productivity
    • Participate in our disaster / recovery efforts
    • Contribute to new product roll outs -- project initiation, development, human and monetary resource requirements, piloting, end user training, support, documentation

Experience / Skill Sets Required

Candidates selected to interview must meet the following minimum requirements for consideration for this position:

  • Technical
    • Experience with ServiceNow is required. Certification is a plus.
    • Experience with Cisco networking equipment (WAN / LAN / WLAN)
    • Network monitoring / reporting software (i.e., Solar Winds or comparable)
    • Experience supporting virtual computing and deployment technology - VM Ware
    • Working knowledge of data center management software
    • Windows Server, Active Directory, GPO support
    • Comfortable with basic administration of e-mail systems
    • iSeries administration competence
    • SAN familiarity
    • Tape recovery solutions and disk recovery software
    • Experience with performance metrics as it relates to functional area
  • Organizational
  • Mentoring / team building skills -- leads by example
  • Strong written and verbal communication within and between departments -- able to provide timely updates and recommendations
  • Problem solving skills
  • Proven project manager who has initiated projects, developed budget and resource scope, end user training, and support
  • Process minded with strong documentation skills
  • Prefers to contribute to a dynamic / changing organization
  • Customer service / positive attitude under all conditions
  • Able to translate technical details to organizational staff and vice versa
  • Results focused
  • Other
  • At least 5 years experience as a service desk manager for a user base of over 500 employees
  • 4 year college degree or equivalent experience

The salary is commensurate with experience. We offer a market competitive benefits package, including medical, dental, vision, life insurance, 401(k) match and tuition reimbursement.