Manager, It Service Desk

Company: Road Scholar - Educational Travel
Location: Weymouth
Posted on: November 17, 2022

Job Description:

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 and growth of the Service Desk (Tech Desk), the Information Technology department's outward-facing support team. This role is responsible for the ownership of the IT ticket queues, ensuring that all service requests and incident reports are assigned, addressed, and resolved appropriately. In addition to managing a staff of help desk technicians, the Manager will need to communicate and work effectively with colleagues across the organization to meet targets and expectations for customer service and support performance. This position requires working on location at our Boston office 2 days a week.You will---Ensure high-quality customer service and front desk operations at all times by managing, coaching, and developing the Service Desk staff both individually and as part of a team.Manage the IT ticket queue by directly responding, assigning, escalating, and rebalancing incident and service request tickets as necessary to ensure prompt and efficient resolution.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 standards for process documentation.Stay current in emerging service desk trends and best practices to ensure that the service desk is constantly developing and improving.Design, execute, and maintain Major Incident handling processes, including communications protocol, priority matrix, and incident reporting.Own lifecycle management of hardware, maintain stock and protocol for consumable supplies, facilitate repair/replacement/maintenance of circulating equipment and technology-equipped facilities. Contact third-party vendors for warranty or contract service repair.Manage business-user workplace technology rollouts, including onboarding, training, equipment deployment, and communications.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 and supporting their tasks as necessary. Work on special projects and perform other duties as assigned.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 two 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.Road Scholar offers a remote-first work environment with the option to work at one of the local campuses as needed. Road Scholar currently has a mandate in place with regards to working on site, attending events and/or programs. Employees are required to show proof vaccination status, including the 2 COVID-19 vaccinations and the booster.Why join the Road Scholar Team...We offer competitive compensation and excellent benefits:Medical, Dental and Vision Insurance3 weeks of Vacation TimeUp to 8 days of Sick TimeHybrid work environment ability to work remote!Paid HolidaysRetirement Plan with a company match up to 5%Identity ProtectionUnlimited On-line Training thru Linkedinlearning.ComLearn more at https://www.Roadscholar.Org/careers/An Equal Opportunity EmployerRoad 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.

Keywords: Road Scholar - Educational Travel, Weymouth , Manager, It Service Desk, Executive , Weymouth, Massachusetts