SEKO Logistics
IT Service Desk Manager
Key Accountabilities Include: Service Desk Management Oversee the processing of incoming support requests via ticketing system, phone, and email Establish and enforce service level agreements (SLAs) in consultation with stakeholders Monitor and analyze trends in Help Desk requests to generate reports for decision-making Manage the Service Desk team, including performance evaluations, training, and scheduling Report building experience with PowerBI or Service Desk tools to communicate on trends, aging ticket reports, and trends End User Computing Leadership Coordinate and perform hands-on fixes at the client level, including software installation, hardware upgrades, and system configuration Develop and implement end-user training programs to increase computer literacy Oversee the management of end-user devices, including desktops, laptops, and mobile devices Drive the strategy for software deployment and desktop infrastructure improvements Team and Process Management Lead and mentor a team of Service Desk Analysts and End User Computing specialists Implement best practices for IT service management, such as ITIL frameworks Collaborate with other IT teams to ensure seamless support across all technology areas Manage projects related to service desk improvements and end-user computing initiatives Customer Service and Communication Act as the main escalation point for complex issues and high-priority incidents Ensure high levels of customer satisfaction through effective communication and problem resolution Represent the IT department in meetings with other business units and stakeholders Participate in the development of a safe and healthy workplace. Comply with instructions given for their own safety and health and that of others, in adhering to safe work procedures. Co-operate with management in its fulfilment of its legislative obligations. Other duties as assigned by management. Requirements: Strategic thinking and ability to drive continuous improvement Strong customer service orientation and ability to manage stakeholder expectations Excellent time management and ability to prioritize in a fast-paced environment Analytical skills for interpreting service desk metrics and identifying trends Ability to balance tactical support needs with strategic IT initiatives Must have advanced, prior "hands-on" experience with O365, Windows OS, and laptop hardware/software. Comfortable working with executives in high-pressure IT support issues. Ability to support escalations from IT Service Desk and act as 3rd tier resource to resolve issues. Never an issue to contact a user directly to find out what exactly might be the problem. Monitor checklists from teams to keep systems available before issues occur. Hands-on creation of SOPs (Standard Operating Procedures). Training the Service Desk provider in new SOPs. Communicate to users tips/processes for better engagement and prevent issues from being started. Works on project-based initiatives and provides written and verbal status updates to business users/stakeholders. 4-5 on-site days in Schaumburg, IL HQ Office Education & Experience: Minimum Bachelor's degree. 3+ years of experience in IT support roles, with at least 2+ years in a leadership position Strong technical knowledge of Microsoft Office 365 in hybrid environment, Windows operating systems, Active Directory Strong experience in Microsoft Intune and pushing/testing/deployment of software through centralized management technology and processes ITIL certification and other relevant IT certifications (e.g., CompTIA A+, Microsoft certifications) Excellent leadership, communication, and problem-solving skills Experience with ITSM tools and remote support technologies Knowledge of end-user device management and software deployment tools Continuous learner of new technologies and certified track record of mastering new technologies Strong problem-solving and analytical skills Excellent communication and documentation abilities Preferred Current industry certifications from Microsoft or Identity certifications Experience in a larger IT environment preferred with over 3000 users and multiple domains and O365 tenants Security experience with modern end point detection and response tools Experience with cloud platforms (e.g., Azure, AWS) and their IAM components Specialist Certifications N/A SEKO Worldwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Key Accountabilities Include: Service Desk Management Oversee the processing of incoming support requests via ticketing system, phone, and email Establish and enforce service level agreements (SLAs) in consultation with stakeholders Monitor and analyze trends in Help Desk requests to generate reports for decision-making Manage the Service Desk team, including performance evaluations, training, and scheduling Report building experience with PowerBI or Service Desk tools to communicate on trends, aging ticket reports, and trends End User Computing Leadership Coordinate and perform hands-on fixes at the client level, including software installation, hardware upgrades, and system configuration Develop and implement end-user training programs to increase computer literacy Oversee the management of end-user devices, including desktops, laptops, and mobile devices Drive the strategy for software deployment and desktop infrastructure improvements Team and Process Management Lead and mentor a team of Service Desk Analysts and End User Computing specialists Implement best practices for IT service management, such as ITIL frameworks Collaborate with other IT teams to ensure seamless support across all technology areas Manage projects related to service desk improvements and end-user computing initiatives Customer Service and Communication Act as the main escalation point for complex issues and high-priority incidents Ensure high levels of customer satisfaction through effective communication and problem resolution Represent the IT department in meetings with other business units and stakeholders Participate in the development of a safe and healthy workplace. Comply with instructions given for their own safety and health and that of others, in adhering to safe work procedures. Co-operate with management in its fulfilment of its legislative obligations. Other duties as assigned by management. Requirements: Strategic thinking and ability to drive continuous improvement Strong customer service orientation and ability to manage stakeholder expectations Excellent time management and ability to prioritize in a fast-paced environment Analytical skills for interpreting service desk metrics and identifying trends Ability to balance tactical support needs with strategic IT initiatives Must have advanced, prior "hands-on" experience with O365, Windows OS, and laptop hardware/software. Comfortable working with executives in high-pressure IT support issues. Ability to support escalations from IT Service Desk and act as 3rd tier resource to resolve issues. Never an issue to contact a user directly to find out what exactly might be the problem. Monitor checklists from teams to keep systems available before issues occur. Hands-on creation of SOPs (Standard Operating Procedures). Training the Service Desk provider in new SOPs. Communicate to users tips/processes for better engagement and prevent issues from being started. Works on project-based initiatives and provides written and verbal status updates to business users/stakeholders. 4-5 on-site days in Schaumburg, IL HQ Office Education & Experience: Minimum Bachelor's degree. 3+ years of experience in IT support roles, with at least 2+ years in a leadership position Strong technical knowledge of Microsoft Office 365 in hybrid environment, Windows operating systems, Active Directory Strong experience in Microsoft Intune and pushing/testing/deployment of software through centralized management technology and processes ITIL certification and other relevant IT certifications (e.g., CompTIA A+, Microsoft certifications) Excellent leadership, communication, and problem-solving skills Experience with ITSM tools and remote support technologies Knowledge of end-user device management and software deployment tools Continuous learner of new technologies and certified track record of mastering new technologies Strong problem-solving and analytical skills Excellent communication and documentation abilities Preferred Current industry certifications from Microsoft or Identity certifications Experience in a larger IT environment preferred with over 3000 users and multiple domains and O365 tenants Security experience with modern end point detection and response tools Experience with cloud platforms (e.g., Azure, AWS) and their IAM components Specialist Certifications N/A SEKO Worldwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.