Summary

The IT Service Desk Manager oversees all IT Service Desk staff and ensures that end users are receiving the appropriate assistance. This includes all procedures related to identification, prioritization, and resolution of incidents, as well as the monitoring, tracking and coordination of IT Service Desk functions. The IT Service Desk Manager is also responsible for planning, designing, and analyzing Cache Creek Casino Resort's IT Service Desk according to best practices while ensuring high levels of customer service quality and availability. The IT Service Desk Manager will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. Responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. Contributes to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Develops Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
• Develops policies and procedures that outline how problems are identified, documented, assigned, and corrected.
• Analyzes performance of IT Service Desk activities and documented resolutions, identifies problem areas, and delivers solutions to enhance quality of service and prevent future problems.
• Conducts performance reviews of IT Service Desk staff, and administers disciplinary action, raises, and promotions when necessary.
• Collaborates with other departments to identify and/or procure desktop software for internal staff and external clients.
• Conducts research on emerging products, services, protocols, and standards in support of IT Service Desk technology procurement and development efforts.
• Liaise with vendors for the procurement of new systems technologies; oversees installation and resolve adaptation issues.
• Ensures appropriate training initiatives for new and existing staff.
• Manages the processing of incoming calls and emails to the IT Service Desk to ensure courteous, timely and effective resolution of end user issues.
• Develops and enforces policies and procedures on request handling and escalation.
• Tracks and analyzes trends in Service Desk requests and generates statistical reports.
• Assesses the need for any system reconfigurations (minor or significant) based on request trends and makes recommendations.
• Identifies, recommends, develops, and implements end user training programs to increase computer literacy and self-sufficiency.
• Oversees development and communication of service sheets, usage guides and FAQs for end users.
• Attends training seminars, conferences, and trade shows to broaden knowledge of current and future IT Service Desk issues and technologies.
• Oversees the development, implementation and administration of IT Service Desk staff training procedures and policies.
• Trains, coaches, and mentors IT Service Desk Technicians and other junior staff.
• Manages the overall IT Service Desk activities and staff.
• Contributes to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
• Attends Change Advisor Board (CAB) meetings.
• Monitors incident trends and anticipates potential problems for proactive resolution.

Supervisory Responsibilities

Directly supervises the IT Service Desk employees. Carries out supervisory responsibilities in accordance with the organization's policies, procedures, and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed below are representative of the knowledge, skill and/or ability required.

Education and/or Experience

Three years related experience and/or training; Bachelor's degree; or equivalent combination of education and experience.

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