IT Service Desk Manager

Job Description Summary At CLEAResult, we lead the transition to a sustainable, equitable, and carbon-neutral energy-efficient future for our communities and our planet. We do that by creating a people-first culture built on trust, accountability, and transparency; where every employee – regardless of position, role, or identity is treated with respect and given an equal chance to thrive. Additionally, you will enjoy: • Medical, Dental, and Vision Insurance; we also offer a company-paid health care concierge service to help navigate our health plan to make the best decisions for you and yours • 401(k) with company match • Paid vacation, sick, personal and parental leave time • Paid Volunteer Time: giving back to our communities is important to us • Employee Recognition Program – convert your recognition points into gift cards • Employee Assistance Program – offers benefits to help you manage daily responsibilities • Access to on-demand training courses to advance further in your career At CLEAResult, the IT Service Desk Manager is responsible for Level 1 technical support services and IT Asset Management services. This role is more than the fulfillment of services, it’s making sure that the experience that the users we support have the best one. We’re in search of an experienced IT Manager who will use their passion for continuous service improvement and customer service to achieve great things here. You’ll analyze the performance and results of your teams to ensure the services they provide are always at their best. You are highly experienced with IT Service Management best practices. You’re also a working technical manager who can be in the trenches working toward resolution, as well as directing activities at a high level. You’re a dynamic leader who will bring tremendous experience and professionalism to guide and mentor your staff to success. Job Description Education & Experience 3-5 years IT management experience 5 years IT support experience required Bachelor’s degree in computer science, business, or similar field preferred ITIL certification highly preferred ITSM platform experience (ServiceNow highly preferred) HDI, CompTIA A , Network , or other equivalent technical support certifications desired IAITAM certifications (CHAMP, CSAM, CITAM) preferred supporting ITAM experience US Citizenship required Skills & Experience Advanced understanding of the concepts and practices related to IT Asset Management (ITAM), including inventory and asset lifecycle strategy Experience in budget planning, procurement, and depreciation High proficiency in the use of Microsoft Office tools, primarily Excel, Word, and PowerPoint Advanced knowledge of networking and communications protocols Advanced experience with Windows and MacOS, tablet devices (e.g., iPad, Surface, etc.), computer peripherals (e.g., mice, keyboard, printer, etc.) and browser configuration/usage Strong knowledge of Windows security features, patch management, encryption, and imaging technologies preferred Experience with Active Directory, group policy, and Azure technologies Endpoint and mobile device support experience leveraging InTune desired Experience in hybrid Active Directory environment a plus Very strong knowledge of ITSM concepts and ITIL best practices Considerable knowledge of vendor software contracts, licensing terminology, and software licensing rights related to major software vendors (Microsoft, etc.) Strong managerial skills, a passion for customer service excellence, a deep commitment to end-user satisfaction, and experience driving process improvement Strong time management skills, verbal/written communication, listening, and presentation skills, including the ability to communicate technical concepts to non-technical audiences and influence when necessary The ability to produce reports and presentations as needed to share current and historical asset and technical support intelligence Demonstrated customer service experience and commitment to customer service excellence Sensitivity to executive support needs and inquiries, and the ability to pivot when necessary, showing adaptability and flexibility Strong sense of accountability, taking ownership over tickets, projects, and responsibilities, resolving issues proactively where possible Strong technical aptitude and understanding, including ability to quickly learn new concepts and technologies Strong technical writing capabilities Ability to exercise independent judgement, take initiative, and maintain confidentiality Ability to prioritize and perform multiple tasks simultaneously, work effectively under pressure, and to meet deadlines under sometimes stressful conditions Good understanding of project management principles with both Agile (Scrum) and Waterfall Job Responsibilities Responsible for direct management of multiple teams in a remote distributed capacity with team members across the USA and Canada Manages team staffing, including overall direction and guidance for staff, coaching and counseling, interviewing, hiring, supervision, scheduling, training, professional development, performance reviews and merit/promotion recommendations Establishes and implements individual and team priorities, performance goals and objectives to ensure completion of responsibility for his/her assigned area(s) of responsibility Sets clear expectations and holds employees accountable for performance as well as goals/targets where applicable Accountable for meeting business goals through the appropriate design of organizational capabilities and associated metrics to ensure success Provides strategic direction with changing technologies to ensure appropriate communications and customer trainings are facilitated prior to implementation Responsible for ensuring the new hire experience is smooth and devoid of confusion or issues; Tracks issues to drive improvements Performs and oversees operational activities in support of the ITAM program (shipping and receiving, inventory, etc.), and responsible for analyzing the effectiveness of processes and procedures including reconciliation of inventory, purchasing activity, and end user delivery, to drive continuously service improvement Plans and purchases monthly/quarterly asset inventory Managed ITAM vendor responsible for Disposal and Depot services and reports on program success Develops and matures phone/ticket escalation processes to ensure free flowing escalation and information within the organization, following ITSM best practices Develops, analyzes, regularly reports on SLAs, KPIs, project status, and analyze trends to determine and promote corrective action Act as escalation point for customer service exceptions and holds responsibility for establishing and maintaining internal customer relationships; May be required to handle difficult customer situations Diagnoses and resolves incidents across a range of hardware and software (network and end-user) Interacts with other team members and back office (Level II/III) personnel to determine corrective action Ensures security and compliance standards and procedures are communicated and adhered by technical personnel Develops, publishes, maintains, and reports on technical and support knowledge documentation to drive self-service Reviews policy documentation and leads the effort to review/update per control cadence requirements Plans, monitors, updates, and reports on asset data; Sets action plans to correct process issues and data discrepancies; Responsible for the accuracy of CMDB data Other responsibilities as assigned or aparent Additional Job Description Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position. Equal Opportunity Employer As an Equal Opportunity Employer, we are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant’s race, color, religion, national origin, marital status, age, sex, gender identity, sexual orientation, status as a qualified individual with a disability or protected veteran, or any other protected status. The above job description and job requirements are not intended to be all inclusive. CLEAResult retains the right to make changes or adjustments to job descriptions and/or requirements at any time without notice.