- Direct leadership and development of the Service Desk and End User Services team, including hiring, coaching, mentoring, promoting, and performance management.
- Oversee and manage incoming customer requests through various channels (e-mail, phone, walk-up), ensuring high-quality support.
- Act as a technical escalation point for resolving complex technical issues.
- Establish and nurture effective professional relationships across the business and with external partners.
- Manage procurement, receipt, and invoicing processes for hardware, software, and services.
- Develop, measure, and report on key performance indicators (KPIs) and service level agreements (SLAs) to ensure desired outcomes are met.
- Regularly define and communicate Service Desk service levels and environment status to customers and stakeholders.
- Proactively identify opportunities for improvement, proposing and implementing solutions to enhance service and support.
- Create and implement standard operating procedures to improve work quality and team effectiveness.
- Promote an environment of knowledge sharing among team members to enhance service delivery and operational efficiency.
- Ensure strict compliance with all company policies and procedures.
- Responsible for managing the Service Desk budget/cost center.
- Active participation in in-office meetings, team meetings, and professional development programs.
- Exceptional management and leadership skills, capable of guiding and developing a team of technical individuals.
- Extensive experience with request and incident tracking systems, KPIs, SLAs, and technical escalation processes.
- Proficient in managing end-user hardware and software, including troubleshooting and deployments.
- Strong technical background in networking, servers, and cloud solutions, with the ability to solve complex problems.
- High proficiency in Microsoft Office Suite and at least one scripting/programming language.
- Excellent communication, analytical, change management, and project management abilities.
- Bachelor's degree in computer sciences or equivalent relevant experience.
- Minimum 3 years of experience implementing and administering a request and incident tracking system.
- At least 5 years of experience managing a technical service desk team, including managing hardware ordering, end-user support, and troubleshooting in a high-growth distributed environment.
- Relevant IT industry certifications (e.g., Microsoft, ServiceNow, Cisco, CompTIA, ITIL) are highly desirable.
- Demonstrates a proactive, self-driven approach to problem-solving and process improvement.
- Capable of managing tough conversations and making informed decisions.
- Deep understanding of team dynamics, workflows, and the technical aspects of the service desk operations.
- Willingness to be hands-on and directly involved in operational tasks as needed.
- Strong motivation to innovate, take initiative, and lead by example in a dynamic work environment.
-
Radiant Enterprises Wright-Patterson AFB, United StatesService Desk Agent (m/f/d) at Wright-Patterson AFB · At our organization, you are our top priority. And you have a whole team behind you: Because respect, mutual appreciation, and support are the most important values for us - no matter what position you hold with us. · Our numbe ...
-
Employee (m/f) IT Service Desk
2 weeks ago
Phoenix Industries Cedarville, United StatesCedarville Job ID: 4939 · We are currently seeking a permanent, full-time or part-time (50%) employee for our IT department (GBIT) in the Service Operations division, specifically for the IT Service Desk team. · Compensation will be based on qualifications and responsibilities ac ...
-
Front Desk Chiropractic Assistant
1 week ago
Simmons Chiropractic Dayton, United StatesJob Summary: · We are seeking a reliable and customer-oriented Front Desk Chiropractic Assistant to join our team. You will be responsible for providing exceptional customer service and ensuring the smooth operation of the front desk area. This position requires excellent communi ...
-
Medical Assistant/front Office Team Lead
4 days ago
Health Center of Southeast Texas Dayton, United StatesJob Summary: · **Responsibilities**: · - Assist healthcare providers with patient examinations and procedures · - Maintain electronic health records and ensure accuracy of medical documentation · - Schedule patient appointments and manage the front desk activities · - Handle bill ...
-
IT system administrator
2 weeks ago
Omega Enterprises Patterson, United StatesWelcome to Giffits · We are an e-commerce company with a big goal: · to provide our numerous customers with strong promotional items and make their journey as easy as possible. From sales to IT development to web design, we give our all to achieve this. This results in a variety ...
-
Front Desk Supervisor
5 days ago
Concord Hospitality Dayton, United StatesThe Marriott at the University of Dayton is seeking just the right person to join our team as a Front Desk Supervisor $15.50 to $18.60 · Working at the front desk means you are at the hub of the hotel with the most interaction with our guests as the front desk supervisor you are ...
-
Technical Business Analyst
2 weeks ago
Theoris Dayton, United StatesJob Title: Technical Business Analyst – mid-level (No C2C) · Location: Hybrid in Dayton, Ohio · Industry: Utility · Job Description: Theoris Services is seeking a skilled Technical Business Analyst (BA) to act as a liaison between Customer Service Representatives and the Service ...
-
Front Office Supervisor
2 weeks ago
Drury Hotels Company, LLC Dayton, United StatesUnder general supervision, assists management team with supervising the front desk / guest service positions of the hotel. Ensures Drury Hotels policies and procedures are consistently communicated and followed at all times. Always maintains a high Office Supervisor, Office, Supe ...
-
Concord Hospitality Dayton, United StatesJoin Our Team and Be the Heartbeat of Hospitality · Are you fueled by the desire to create unforgettable experiences for others? Do you thrive in dynamic environments where every interaction is an opportunity to make someone's day? If so, we've got the perfect opportunity for yo ...
-
IT Systems Administrator
6 days ago
2J Supply Dayton, United States2J Supply is a - GROWING - Wholesale Distributor of Heating & A/C (HVAC) products. Headquartered in Dayton, Ohio, with 11 Branches located in Ohio, Kentucky, West Virginia, and Indiana. We supply HVAC residential contractors with a full selection of equipment, exceptional service ...
-
Tier I Help Desk associate
3 weeks ago
Ritz Safety Dayton, United StatesCompany Description · Ritz Safety is the trusted source of personal protective equipment (PPE) & safety supplies in the United States. As a family-owned business since 1983, we have established a tradition of serving businesses with the highest quality safety equipment, expert t ...
-
Night Auditor
2 weeks ago
Drury Hotels Company, LLC Dayton, United StatesStarting pay $17 per hour · Property Location: · 6616 Miller Lane - Dayton, Ohio 45414 · You belong at Drury Hotels. · Getting a job is just the beginning. Finding a place where you belong is what truly matters. Who you are and what you do makes a difference at Drury Hotels. ...
-
3rd Shift Help Desk Analyst
2 weeks ago
CBTS Dayton, United StatesCBTS is currently seeking a 3rd Shift Help Desk Analyst for a position located onsite in Dayton, OH. · Responsibilities: · User Support: · Respond to and resolve IT support requests from employees during the 3rd shift. · Assist users in resetting passwords, unlocking accounts, an ...
-
Overnight Member Services Representative
3 weeks ago
Planet Fitness Dayton, United StatesPlanet Fitness - JobID: [Guest Service / Front Desk] As a Member Services Representative at Planet Fitness, you'll: Greet members, prospective members and guests, and provide exceptional customer service; Handle all front desk-related activities including answering phones in a fr ...
-
Front Desk Agent
2 weeks ago
Aimbridge Hospitality Dayton, United States Part timePART TIME WEEKENDS ONLY Front Desk Agents are responsible for greeting and registering the guest providing outstanding guest service during their stay and settling the guest's account upon completion of their stay. Primary responsibilities include: r Front Desk, Agent, Part Time, ...
-
Front Desk Associate AM/PM
6 days ago
Springhill Suites Marriott Dayton, United StatesSeeking Happy People Hotel Experience Required, Marriott Experience Preferred. · Full Time · Starting at $15.00 / hour · Share · Apply · Starting at $15.00 per hour, negotiable for higher salary with experience in hotels. · Front Desk Associates are responsible for managing ...
-
Hotel Front Desk Supervisor
2 weeks ago
Hotel Resource Dayton, United States**Other** · **Hotel Front Desk Supervisor** · Hotel Front Desk Supervisor Great Wolf Lodge Dayton OH · **Hotel Front Desk Supervisor** · **Company:** · Great Wolf Lodge · **Location:** · US · **Category:** · Other · **Degrees Required:** · Not Specified · **Employment ...
-
Entry Level Help Desk Technician
2 weeks ago
The Reynolds and Reynolds Company Dayton, United StatesThe Entry Level Help Desk Technician responds to and diagnoses service issues through discussions with dealership customers and is responsible for leveraging resources across all levels of the organization. You will serve as single point of ownership for customer issues. You will ...
-
Member Services
2 weeks ago
YMCA of Greater Dayton Dayton, United States· Member Services · West Carrollton YMCA · West Carrollton, Ohio · Part Time/Non-Exempt · $10.45-$12.54/Hour · Position Summary: · Responsible for providing excellent services to YMCA members and other individuals at the Member Services Desk. · At the YMCA, We are welcomi ...
-
Rehab Office Supervisor
2 weeks ago
Kettering Medical Center Network Beavercreek, United StatesOverview · Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is ...
Manager, IT Service Desk - Dayton, United States - Infinity Consulting Solutions
Description
Title: Manager, IT Service DeskLocation: Kettering, OH (Hybrid)
Client Industry: Healthcare
We have partnered with our client in their search fora highly skilled and motivated IT Service Desk Manager to join the IT Infrastructure team. This pivotal role will be responsible for overseeing the Service Desk and End User Services, managing up to ten direct reports. This role is crucial in ensuring that our technology support services meet and exceed the expectations of our users, with a focus on quality, efficiency, and innovation. The ideal candidate will be a strong, communicative manager who is not only adept at handling operational challenges but also passionate about driving improvements and leading their team to success.
Responsibilities: