Service Desk Manager Job at BSN Sports
JOB TITLE: Service Desk Manager
DEPARTMENT: IT
SUPERVISOR: Director of Infrastructure
FLSA STATUS: Exempt
PAY STATUS: Salary
PCI REQUIRED: Yes
Who We Are
Founded in 1974, Varsity Spirit is the leading provider of cheerleading and dance team uniforms, training camps, and competitions around the world. The company has been the driving force behind cheerleading-s dynamic transformation into the high-energy, athletic activity it is today.
Each year, Varsity Spirit teaches over 350,000 cheerleaders and dancers at summer training camps in all 50 states. The Company reaches 500K spirit leaders through competitions and produces over 1 million custom garments annually. Varsity Spirit-s direct sales force cover the 34,000 high schools in America.
Headquartered in Memphis, Tennessee, Varsity Spirit is a division of Varsity Brands, whose other divisions include BSN SPORTS (based in Dallas) and Herff Jones (based in Indianapolis).
What We-re Looking For
We are looking for an energetic and team-oriented candidate to join our Memphis team who has a demonstrated track record of success supporting end-users across the country.
The Service Desk Manager is responsible for managing and advancing the front-line service and support of end-user service requests and computing issues. The position requires strong managerial skills, and a deep commitment to end-user satisfaction and experience in driving process improvement.
A truly exceptional candidate will be a hands-on manager possessing the experience of managing technical support teams responsible for multiple systems used by a very diverse group of users but is also willing and able to roll up their sleeves and directly perform work as needed. They have developed the technical, leadership, change management, and project management skills necessary to achieve results under tight deadlines without damaging relationships.
This candidate will take ownership of support for line of business systems used within Varsity, working through a team of direct reports, the broader IT team as needed, and a network of external vendors.
Job Responsibilities
- Provide leadership to the service desk staff, as well as management responsibilities such as motivation, performance reviews, hiring and terminations, mentoring and training. Candidates should have experience managing geographically distributed teams.
- Develop, manage, measure and report on key service-level metrics, including average response time, first-contact resolution rate, mean time to repair, cost per call, call avoidance, demand mix, ticket volumes, and outages.
- Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management.
- Build and maintain relationships with all IT areas to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
- Perform end-user satisfaction surveys (transactional and periodic) and develop action plans to address areas needing improvement.
- Advance the use of a knowledge repository and documented standard operating procedures to share information among all levels of IT service and support.
- Prepare cost analyses, budget plans and proposals as needed.
- Be an active member of the change, release, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime.
- Leverage service desk best practices and process frameworks such as ITIL, to drive continual process improvement.
- Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.
- Perform trend analyses and develop action plans for improving service timeliness and reducing costs.
- Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures, and other external changes that could have an impact on service desk services.
- Proactively communicate to the user base when issues will potentially degrade service or disrupt their ability to work.
Supervisory Responsibility
- Supervises team of direct reports with diverse technical skills and responsibilities.
- Mentoring and training of other employees on occasion.
- Personnel management (Hiring, Terminating, Performance Reviews, etc.)
Physical Demands and/or Work Environment
- This is largely a sedentary role; however, some general office activities are required. This would require the ability to lift files, equipment, open filing cabinets, bending, standing, and walking as necessary
- This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines
Travel
Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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