Erie Home is the fastest growing, nationally recognized, exterior remodeling expert in the United States! Erie has grown from $40M in annual sales - to an astounding $450M in just 5 recent years. As we continue to hit record-expansion targets, we are seeking highly qualified personnel to join our IT Team. The Service Desk Manager oversees the daily activities of the service desk team across all Erie locations and is responsible for ensuring the high quality of service for all incident & request calls/tickets, documentation, and output of service desk processes. The individual will establish and maintain user accounts, device rollout and asset management, Identity Management, end-user tools and security. This leader is focused on continuous service improvement and dedication to developing a team while meeting and exceeding customer expectations.
Major Responsibilities
- Manage the day-to-day operations of the service desk and directly supervise the Service Desk (Level 1) team.
- Scheduling and assignment of staff and oversee the team as they provide highly responsive support to all internal customers with attention to detail and quality.
- Proactively monitor assigned and open tickets/projects, contacting internal customers when necessary, and ensuring tickets and projects are updated on a timely basis.
- Create and continuously update policies and procedures for creating, updating, escalating, and closing tickets and projects.
- Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
- Work closely with leadership to establish clear goals and metrics that the service team will focus on.
- Assist with coaching and developing other Service Desk employees to expand upon their technical skills, discover training needs, and provide guidance while providing an inspiring team environment with an open communication culture.
- Demonstrates continuous effort to improve operations, ensure uptime and quality customer service.
- Communicates with other departments to determine requirements for new or modified software and hardware standards and resolve problems.
- Coordinates installation and testing of hardware and software as well as implementation of procedure changes.
- Establishes and maintains hardware and software inventory while leading accurate asset management initiatives.
Education & Work Experience Requirements
- Associate's Degree
- Experience with building and deploying operating systems and applications through Microsoft Intune or similar technologies including Mobile Device Management
- 4+ years’ experience in information technology with experience leading high-performance teams leveraging ITSM & ITIL principals and practices
- Experience in a cloud/SaaS environment including Office 365, Identity Providers (e.g. Okta), collaboration tools, ITSM tool (Jira/Jira Service Management experience strongly preferred)
- Salesforce experience strongly desired
- Strong working knowledge and troubleshooting of Windows and iOS Operating Systems
Job Type: Full-time
Pay: $85,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
- 5 years
Schedule:
- 8 hour shift
Application Question(s):
- Are you able to commute to the Toledo, OH office daily?
Experience:
- IT: 4 years (Preferred)
- Salesforce: 1 year (Preferred)
- Jira: 1 year (Preferred)
Work Location: In person
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