Enterprise Service Desk Operations Manager

Description

Welcome to Frontline Managed Services® – where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence.

Join Our Team and Be a Catalyst for Change!

We don't just follow industry standards; we set them. Our dynamic environment thrives on pushing boundaries and embracing challenges. We are more than a workplace; we are a community of forward-thinkers dedicated to shaping the future.

Job Summary:

The Service Desk Operations Manager is responsible for overseeing and optimizing service desk operations at our Maumee, OH location, which consists of 68 Service Desk employees. This individual will lead, plan, and direct the daily activities of the team to ensure consistent, high-quality support for our clients. Working collaboratively with service desk teams across other global sites, the Service Desk Operations Manager will focus on performance metrics, team development, and continuous improvement, playing a crucial role in delivering exceptional client service, driving operational efficiency, and supporting the company’s strategic goals.

Duties/Responsibilities:

• Service Excellence and Performance Management: Oversee and continuously improve service desk operations by tracking and analyzing team performance against service level agreements (SLAs) and quality metrics to ensure outstanding client service.
• Team Development and Accountability: Lead, coach, and mentor service desk analysts, fostering a positive, high-performance culture focused on professional growth, accountability, and consistent quality service delivery.
• Budget and Resource Management: Maintain fiscal responsibility, managing site budgets, staffing allocations, and overtime to meet operational needs effectively while controlling costs.
• Innovation and Process Improvement: Drive process improvement and innovation within the service desk, implementing scalable solutions to enhance efficiency, effectiveness, and adaptability of operations.
• Client Liaison and Relationship Management: Serve as a key liaison between Client Account Managers and the Service Desk team, facilitating smooth communication, information sharing, and seamless implementation of new client accounts or procedures.
• Staff Planning and Workforce Management: Collaborate with Workforce Management and Human Resources to develop long- and mid-range staffing plans, including hiring forecasts, to ensure adequate resourcing based on business needs.
• Strategic Project Management: Lead and manage strategic initiatives within the service desk to achieve targeted outcomes, collaborating with cross-functional teams as necessary.
• Performance Reporting: Prepare and present regular performance reports to senior management, offering insights into service desk performance, key metrics, and areas for improvement.
• Employee Development and Performance Management: Develop and implement performance improvement plans, corrective actions, and career development opportunities to support team members in achieving their full potential.
• Cross-Site Collaboration: Work closely with other site managers to ensure consistent service quality, identify best practices, and promote unified service delivery standards across the organization.
• Facility Management: Oversee day-to-day management of office space, interfacing with the landlord on facility-related issues to maintain a functional and safe work environment.
• Additional Support and Responsibilities: Provide backup support to team members as needed, adapt to evolving responsibilities, and undertake additional duties as assigned to support overall company objectives.
• Commitment to Safety and Company Values: Ensure compliance with quality, safety, and company guidelines, fostering a safe, productive work environment that aligns with the company’s values and culture.

Requirements

Basic Qualifications

• 3+ years of experience in Service/Help Desk management, with a proven track record of meeting SLAs and delivering high-quality client service
• 5+ years of experience in a client-facing customer service role, with at least 2 years in a technology-related support environment
• Experience with Service Now or other IT Service Management (ITSM) tools, with the ability to quickly learn and adapt to new technologies
• Associate's degree in technology, information systems, or a related field preferred; relevant certifications such as HDI, ITIL, or CompTIA IT Fundamentals are a plus.

Additional Qualifications

• Service Now experience helpful, but not required
• Strong written and verbal communication skills
• Strong communication and coaching skills
• Comfortable interfacing with clients regarding issues
• Organized and detail-oriented
• Excellent interpersonal skills and collaborative management style
• Creative problem solving
• Flexible schedule to meet business needs

It's not expected that any single candidate would have expertise across all these areas. If you believe you meet a majority and are excited to learn what you do not already know, Please Apply!

“We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.”