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    IT Service Desk Manager - Jacksonville, United States - Watsco

    Watsco
    Watsco Jacksonville, United States

    2 weeks ago

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    Description
    About Us

    Baker Distributing Company is one of the largest distributors of HVAC, refrigeration and food service equipment in the U.S. We have been in business for nearly 75 years; we are visionaries We are innovating the distribution industry every single day as we transform our company into a world-class supply chain. Our 1,400 employees and 200+ locations serve 50,000 active customers. Our corporate headquarters is in Jacksonville, Fl. and we are a subsidiary of Watsco (NYSE: WSO).

    At Baker, we are utilizing emerging technologies and innovations to diversify our portfolio and our service offerings to deliver a best-in-class customer experience.

    People are the core of our business -- those who work for us (our employees), those who work with us (our suppliers and vendors) and those we work for (our customers). While some of our employees are the most experienced in the industry, we are always seeking new talent with fresh ideas. If you have a keen sense of respect -- for yourself and others; an unfaltering devotion to integrity; the drive to provide consistency; the tenacity to strive for excellence; and embody the spirit of teamwork, we would love to talk with you.

    Job Description
    • Job Summary
    Baker Distributing is seeking a highly skilled and motivated Service Desk Manager to lead our technical support team in providing exceptional customer service and support to the Baker Team. The Service Desk Manager will be responsible for overseeing the daily operations of the service desk, ensuring that all customer inquiries and issues are resolved in a timely and satisfactory manner. The ideal candidate will have a strong background in IT support, excellent leadership skills, and a passion for delivering top-notch customer service.

    The Service Desk Manager will play a critical role in ensuring that our organization provides the highest level of technical support and customer service. If you have a passion for IT and thrive in a dynamic, team-oriented environment, we encourage you to apply.

    What You Will Bring
    • An ability to thrive and succeed in an environment characterized by ambiguity and change, and the facility to engender that skill in others.
    • A history of successfully understanding and meeting business needs, ensuring that services provided are congruent with diverse needs.
    • Strong familiarity with a broad range of information technology services and concepts, and a demonstrated facility at balancing business needs with technological realities
    • Significant experience providing technical support to companies of significant size and complexity.
    • Excellent listener and problem solver possessing an appreciation for the perspectives of others and an ability to resolve conflicts.
    • Highly developed oral and written communication skills. Candidates must be able to communicate effectively with both technical and non-technical audiences.
    • Track record of gracefully managing multiple priorities (including a mix of operational responsibilities and projects) within an environment characterized by changing technical requirements.
    • Ability to attract and retain skilled, competent, motivated, creative people.
    • History of successfully coaching, mentoring, and developing talented personnel.
    • Self-motivated and self-directed, able to work effectively both independently and as a team member.
    • Willingness to take direction and seek feedback, ability to participate in group planning processes, ability to prioritize and coordinate multiple assignments and initiatives.
    Essential Duties/Accountabilities
    • Oversee the entire Service Desk staff with responsibility for regular management duties (ie. Time-off requests, discipline, raises, hiring/firing with approval from Sr. Management)
    • Ensure end users are receiving the appropriate assistance and communication for all requests handled by IT Department via the ITSM.
    • Manage all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions
    • Contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.
    • Reduce support costs by efficient use of resources and technologies
    • Benchmark, analyze, report on, and make recommendations for the improvement and growth of the IT systems.
    • Assist with the development and implementation of all IT policies and procedures related to IT support of the systems
    • Responsible for updating internal and external knowledge base articles for reference by Service desk associates and end-users as needed
    • Responsible for the setup and maintenance of the Service desk system
    • Responsible for the setup and management of the service catalog
    • Responsible for regular communications with the end users about upcoming updates, outages, and helpful articles.
    Responsible for creating and tracking metrics to report to the Leadership team regarding the success of the service desk functions

    And here is what you will need to be successful:

    Education and Experience
    • Bachelor's degree in Information Technology, Computer Science or a related field; or equivalent work experience
    • Proven experience as a Service Desk Manager, Help Desk Manager or similar role in IT support
    • Certification in service management, such as ITIL or similar, is a plus.
    Required Skills and Abilities
    • Strong technical knowledge of computer systems, networks, and software.
    • Excellent problem-solving and analytical skills.
    • Exceptional customer service orientation and the ability to manage difficult customer situations.
    • Strong leadership and team management abilities.
    • Excellent communication and interpersonal skills.
    • Ability to prioritize and manage multiple tasks and projects effectively.
    • Experience with ITIL framework and configuring ITSM software.
    • Ability to travel for special project assignments.
    • Experience with Distribution, Supply Chain or Logistics Preferred
    • Experience with AS/400 or iSeries Green Screen systems Nice to Have
    Physical Requirements and Work Environment
    • While performing the duties of this position, employees will work in office environment.
    • Must be able to stand, sit, walk, climb, kneel, crouch, or crawl for long periods of time.
    • Ability to utilize a computer keyboard, computer monitor, and RF scanner for prolonged periods of time.
    • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
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