Service Desk Manager

Moonshot Innovations Shawnee Mission, Johnson  County, Kansas
service desk manager service desk manager management team leadership customer satisfaction growth communication analytical drive relationship management
July 16, 2022
Moonshot Innovations
Shawnee Mission, Johnson  County, Kansas

Job Summary:

The Sr. Service Desk Manager, will provide leadership, vision, and direction to team members within Moonshot s service desk team. The Service Desk Manager will be responsible and held accountable for creating the vision, direction, leadership for a high performing service desk. As the Sr. Service Desk Manager, you will be expected to perform analytical thinking in a proactive nature to drive customer relationship management activities: VIP support, customer communications, escalations, responses to customer satisfaction surveys that are conducted regularly, metrics gathering, analytics, KPIs, while contributing to the growth of overall Service Desk capabilities.

Supervisory Responsibilities:

  • Recruiting, training, and coaching IT Service Desk associates
  • Organizes and oversees the work and schedules of departmental staff.
  • Conducts performance evaluations that are timely and constructive.
  • Handles discipline and termination of employees as needed and in accordance with company policy.


  • Fully responsible for managing the performance of the service desk teams to ensure service level expectations are met
  • Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practices
  • Ensure adherence to standards and processes in accordance with ITIL market standards
  • Provide data and reporting of KPI's and trends to the Director of Cloud Services, weekly, monthly, and as needed Report on KPI s to determine team performance and areas for improvement.
  • Manage all incident and service requests and oversee all change management, configuration management, and release management ITIL processes
  • Cultivate innovative processes and procedures for continuous improvement towards operational excellence to increase levels of services provide to clients
  • Lead communication with stakeholders regarding service desk performance and SLA adherence
  • Responsible for monitoring staff retention and strategizing recruitment efforts to suit business needs
  • Ensuring a high standard of customer satisfaction is maintained
  • Coordinating with other internal and external clients as needed to ensure business success
  • Manage staff and activities necessary to effectively coordinate the service request fulfillment life cycle of based on ITSM best practices
  • Manage outsource support vendors to ensure appropriate communication of outages, known issues, escalations, and appropriate coverage

Require Skills/Abilities, Experience and Education:

  • 3+ years as an IT Manager
  • 5+ years in the IT Industry
  • Key metric reporting experience
  • Prior experience building, mentoring, and developing effective teams
  • Demonstrate experience with supporting users in a rapid growth environment
  • Deep understand of ITIL Standards and best practices
  • Prior experience with Network Equipment, Windows, MSP, and General Office Products, Microsoft Licensing, Laptop and Desktop hardware

Physical Requirements:

  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift to 15 pounds at times.

Web Reference AJF/392592073-278
Posted Date Sat, 16 Jul 2022

To apply for this position you will complete an application form on another website provided by or on behalf of Moonshot Innovations. Please note Manager Jobs Market is not responsible for the application process on any external website.

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