IT Service Desk Operations Manager

Job Description

IT Service Desk Operations Manager | Dail A Ride

The Tone:
This is a critical leadership role at Dail A Ride, a company focused on providing essential services that help people travel within our communities every day. The IT Service Desk Operations Manager supports the skilled individuals who deliver these vital services by ensuring robust and reliable IT service desk operations. This position plays a central part in maintaining the technological backbone that enables Dail A Ride’s mission, ensuring continuity and efficiency for all employees. The effectiveness of this role is crucial for sustaining the company’s ability to consistently serve its community members.

The TL;DR
• Role: Early Career
• Mission: Ensure the smooth operation of IT support to enable essential community services and facilitate travel.

What You’ll Actually Do
• Operations Management: Directly manage the daily operations and workflow of the IT Service Desk, ensuring all support processes are efficient, well-documented, and align with the operational needs of a company delivering essential services.
• Service Delivery Assurance: Guarantee the IT Service Desk provides consistent, timely, and effective technical assistance to all internal users, thereby directly supporting the uninterrupted delivery of critical community services.
• Team Leadership & Development: Recruit, train, mentor, and manage a team of service desk professionals, fostering a collaborative and high-performance environment focused on user satisfaction and continuous skill enhancement.
• Performance & Quality Improvement: Define, monitor, and report on key performance indicators (KPIs) and service level agreements (SLAs), implementing continuous improvement initiatives to enhance service desk efficiency and the overall user experience.
• Incident & Problem Resolution: Oversee the robust management of IT incidents and service requests from initial contact through resolution, minimizing downtime and impact on systems crucial for helping people travel.

The Must-Haves
• Background: Possess a strong foundational understanding of IT Service Management (ITSM) best practices and demonstrated experience in an operational leadership role within an IT support environment.
• Experience: A minimum of several years of progressive experience managing an IT service desk or technical support team, with a proven track record of delivering reliable technology services in a mission-critical or public service setting.
• Skills: Exceptional leadership and team management capabilities, strong analytical and problem-solving skills, excellent verbal and written communication, and a solid grasp of IT infrastructure and support methodologies necessary for an operations manager.