IT Service Desk Manager

Company Description

TA Services has been the premier integrated solutions provider for Freight Brokerage, Managed Transportation, Warehouse and Fulfillment, and Cross Border Logistics needs since 1986.

Company culture is intentional here at TA Services and our core values help guide us in the cultivation of that culture. We know how important it is to join a company where you feel valued and are given opportunities for advancement. That is why we give everyone the tools and training to reach their full potential! If you think TA Services could be a home for you, take a look at our five core values to check if your values align with ours:

People First – Our people come first. We take pride in working together to create sustainable relationships.

Service– Service is at the core of what we do and who we are. We are honest in our approach, genuine in our care, and thoughtful in our emotion.

Safety – Not silent nor second. Safety is engrained in our people, processes, and daily operations.

Results – We create value-driven solutions that deliver extraordinary results

Innovation – Continuously adapting, we encourage great ideas to create solutions that matter.

Job Description

TA Services is looking for an IT Service Desk Manager, this role will be responsible for overseeing and managing the daily operations of the IT service desk team. Duties include ensuring the smooth functioning of the service/help desk, providing high-quality technical support to end-users, and maintaining a positive customer service experience. You will lead a team of service desk analysts and collaborate with other IT departments to deliver efficient and effective IT services to the organization.

Qualifications

• Oversee the day-to-day operations of the service desk, ensuring all requests are handled efficiently.
• Develop and implement service desk policies, procedures, and best practices.
• Monitor service desk performance metrics.
• Identify training needs and coordinate training programs to enhance the technical and customer service skills of the service desk team.
• Lead, coach, and mentor a team of service desk analysts, fostering a positive and collaborative work environment.
• Analyze incident and problem data to identify recurring issues and develop strategies to prevent their reoccurrence.
• Identify opportunities for service desk process improvements and automation to enhance service quality and efficiency.
• Act as a point of escalation for service-related issues and provide timely communication to stakeholders regarding service disruptions or changes.

Skills:

• Excellent verbal and written communication skills.
• Proficient in using service desk tools, incident tracking systems, and remote support tools.
• Exceptional analytical and problem-solving skills
• Strong customer service skills.
• Proven leadership skills

Education and Experience:

• Bachelor's degree in computer science, information technology, or a related field. Relevant certifications (e.g., ITIL) are a plus.
• 3 years in an IT Management role
• 3 years of experience with various IT domains, including hardware, software networking, and operating systems.

Additional information

All your information will be kept confidential according to EEO guidelines.

This job operates in a warehouse environment. At times, it may be very hot and can get cold due to the climate. There is forklift traffic in all areas in the warehouse.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; and taste or smell. The employee must occasionally lift or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years
• 4 years
• 5 years

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• Help desk: 3 years (Preferred)
• IT management: 3 years (Required)

Work Location: In person

Salary : $60,000 - $70,000