Job Description: IT Help Desk Manager / IT Service Desk Manager

Reports to: IT Director

Location: Navasota, TX

POSITION SUMMARY

The IT Service Desk Manager leads the IT support across the STgenetics locations worldwide. The role will require hands-on experience and the capability to deliver an excellent customer-focused experience. This is a key leadership role and must act as a role model for the team, entrusting confidence through superior character and demonstrated technical acumen.

STgenetics® is the worldwide leader in Sexed Semen and Embryo production. ST is well known around the globe as one of the top sources for assistance in locating and exporting quality semen, embryos, and livestock from the United States. ST through the experience of its staff specializes in helping find quality livestock, semen, and embryos for placement domestically and internationally.

RESPONSIBILITIES / DUTIES

• Develop, manage, and coach help desk specialists across multiple locations to deliver an exceptional customer experience

• Monitor, report, and analyze team performance to drive improvement in KPIs Ex: Maintain SLAs, Call Quality, Response Time, Accuracy, Time to Resolution

• Create a Knowledge base (KB) to improve quality, efficiency, and speed of service delivery using practices like shift left, etc.

• Effectively manage, develop and train the global service desk team, consisting of internal and external resources which provide the critical role of being the first point of escalation for end-user IT issues, managing end-user expectations, collaborating with end-users and IT support groups, and resolving end-user issues

• Interface with other team members to insure the resolution of incidents in a timely manner

• Develop and manage an on-call rotation for support services

• Assist in identifying trends in support requests and incidents

• Analyze trends for automation opportunities

• Look for opportunities to modernize the service desk experience

• Develop, and maintain support operational processes

• Develop and manage vendor relationships

• Monitor and maintain computer systems, networks and supporting hardware

• Support the roll-out of new applications

• Install and configure computer hardware operating systems and applications

• Set up new users' accounts and profiles and deal with password issues

• Respond within agreed time limits to call-outs

• Work continuously on a task until completion (or referral to third parties, if appropriate)

• Prioritize and manage many open cases at one time

EDUCATION / QUALIFICATIONS

• Bachelor s degree in Business information technology, Computer networking, and hardware, Computer science, Computer software development, Information technology, or related discipline is a plus

• 5+ years of experience in a similar position

• 3+ years of experience in an IT supervisory role leading a service desk

• Strong Leadership and excellent customer service skills with both written and verbal communication

• Experience in customer service and Help Desk experience / Document and track issues via a ticketing system

• Knowledge of remote access solution support tools and techniques: VPN, Terminal Services, TeamViewer, remote desktop connection

• Strong familiarity with ITIL Service Desk processes

• ITIL V4 foundation certification or any other similar certification is required

• Strong experience with the automation of service desk processes

• Experience with Service desk software like Service Now, ZenDesk or FreshService is required

• Ability to work well in a team

• Problem solving skills

• Strong customer focus

• Ability to prioritize workloads

• Attention to detail

STgenetics® is an Affirmative Action EEO employer

We are an equal opportunity employer and all qualified candidates will receive consideration for all positions without regard to race, color, age, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, veteran status, disability, genetic information, or any other characteristic protected by law.

STgenetics® participates in the E-Verify Employment Verification Program.

STgenetics® is not currently accepting unsolicited resumes from search firms. Regardless of past practice, all resumes submitted by search firms to any employee at STgenetics® via-email, the Internet or directly to hiring managers at STgenetics® in any form without a valid written agreement in place for that specific position will be deemed the sole property of STgenetics®. As a result, no fee will be paid in the event the candidate is hired by STgenetics®.