Babcock & Wilcox
IT Service Desk Manager
at Babcock & Wilcox
Join us as the Senior IT Service Desk Manager to lead a team of support analysts and ensure exceptional end‑user service. The role oversees daily operations, implements best practices, and drives continuous improvement initiatives to enhance service delivery and user satisfaction.
Leadership & Team Management
Lead, mentor, and develop a team of service desk analysts and supervisors.
Establish clear performance goals and conduct regular evaluations.
Foster a culture of accountability, collaboration, and continuous improvement.
Service Desk Operations
Oversee day‑to‑day operations, ensuring timely resolution of incidents and requests.
Monitor service levels to maintain compliance with SLAs and KPIs.
Manage escalations and ensure effective communication with stakeholders.
Process & Continuous Improvement
Implement ITIL best practices for incident, request, and problem management.
Identify opportunities for automation and process optimization.
Develop and maintain documentation, knowledge bases, and training materials.
Technology & Tools
Administer and optimize ITSM platforms such as ServiceNow and Jira Service Management.
Ensure integration with monitoring and reporting tools.
Stay current with emerging technologies and recommend improvements.
Customer Experience
Drive initiatives to improve end‑user satisfaction and service quality.
Act as liaison between IT and business units to align support with organizational goals.
Budget & Resource Management
Assist in forecasting and managing the service desk budget.
Ensure efficient allocation of resources and staffing.
Qualifications
15+ years of experience in IT support, with a minimum of 5 years in a leadership role.
Proven experience managing a large service desk team in a complex environment.
Certifications: ITIL Foundation (required); ITIL Intermediate or Manager level (preferred).
Strong leadership and people management skills.
Excellent communication and interpersonal abilities.
Proficiency in ITSM tools and reporting.
Analytical and problem‑solving mindset.
Strategic thinking and decision‑making.
Customer‑centric approach.
Ability to manage multiple priorities in a fast‑paced environment.
Continuous improvement mindset.
Primary Location:
Akron, OH (hybrid)
#J-18808-Ljbffr
at Babcock & Wilcox
Join us as the Senior IT Service Desk Manager to lead a team of support analysts and ensure exceptional end‑user service. The role oversees daily operations, implements best practices, and drives continuous improvement initiatives to enhance service delivery and user satisfaction.
Leadership & Team Management
Lead, mentor, and develop a team of service desk analysts and supervisors.
Establish clear performance goals and conduct regular evaluations.
Foster a culture of accountability, collaboration, and continuous improvement.
Service Desk Operations
Oversee day‑to‑day operations, ensuring timely resolution of incidents and requests.
Monitor service levels to maintain compliance with SLAs and KPIs.
Manage escalations and ensure effective communication with stakeholders.
Process & Continuous Improvement
Implement ITIL best practices for incident, request, and problem management.
Identify opportunities for automation and process optimization.
Develop and maintain documentation, knowledge bases, and training materials.
Technology & Tools
Administer and optimize ITSM platforms such as ServiceNow and Jira Service Management.
Ensure integration with monitoring and reporting tools.
Stay current with emerging technologies and recommend improvements.
Customer Experience
Drive initiatives to improve end‑user satisfaction and service quality.
Act as liaison between IT and business units to align support with organizational goals.
Budget & Resource Management
Assist in forecasting and managing the service desk budget.
Ensure efficient allocation of resources and staffing.
Qualifications
15+ years of experience in IT support, with a minimum of 5 years in a leadership role.
Proven experience managing a large service desk team in a complex environment.
Certifications: ITIL Foundation (required); ITIL Intermediate or Manager level (preferred).
Strong leadership and people management skills.
Excellent communication and interpersonal abilities.
Proficiency in ITSM tools and reporting.
Analytical and problem‑solving mindset.
Strategic thinking and decision‑making.
Customer‑centric approach.
Ability to manage multiple priorities in a fast‑paced environment.
Continuous improvement mindset.
Primary Location:
Akron, OH (hybrid)
#J-18808-Ljbffr