Service Desk Manager

Assistant Vice President, Human Resources at Schnitzer Properties

The Manager, Service Desk will be responsible for managing the daily activities of the Service Desk team to consistently deliver excellent technical support to all users, properly handle escalations, complete assigned projects in a timely manner, and serve as a communication channel between users and the IT organization.

Responsibilities

• Establish annual goals and manage staff, work, and outcomes to meet those goals.
• Ensure consistent completion of project deliverables within agreed-upon schedule.
• Set and track project milestones. Make necessary adjustments based on unforeseen circumstances and communicate those to the team and impacted users.
• Maintain and promote security-first mindset for every member on the Service Desk team and for all users.
• Take ownership of the security training program and training for non-Yardi business applications.
• Escalate security incidents to Senior Systems Engineers and the CIO as per incident response protocols.
• Coordinate with Infrastructure to support incident containment and recovery.
• Enforce approved organizational IT security policies and procedures.
• Ensure that all service desk activities align with documented security governance and compliance requirements.
• Adhere to change management process when system changes or new services are introduced that may impact security and / or affect users' experience or functionality.
• Provide timely technical assistance to the organization's 300 users of computer applications and hardware.
• Maintain troubleshooting steps in the ticket management knowledgebase to ensure timely resolution of problems.
• Monitor incident trends and anticipate potential problems for proactive resolution.
• Collaborate with the Infrastructure and Software Support teams to restore service when system outages do occur.
• Develop and manage the annual service desk budget.
• Provide monthly KPI report to the CIO.
• Plan, design, and analyze the organization's service desk according to best practices, while ensuring high levels of customer service quality and availability.
• Moderate travel to regional offices may be required.
• Perform other duties and responsibilities as assigned or directed by the Chief Information Officer.

Experience, Training, Skills Required

Education

Licenses or Certificates Required

Travel Requirements

Schnitzer Properties offer a full benefits package with medical, dental, vision, 401k, and FSA options as well as vacation, sick, and holiday pay.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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