IT Service Desk Manager
| Company | Pillsbury |
|---|---|
| Location | Nashville, TN, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
- 5+ years of experience in IT support or service desk roles, with at least 3 years in a managerial or supervisory capacity
- Strong knowledge of ITIL best practices; ITIL certification is preferred
- Experience with IT Service Management (ITSM) tools such as ServiceNow, Zendesk, or similar
- ITIL Foundation Certification or higher
- Experience managing an IT service desk in a medium to large enterprise
- Strong customer service orientation with a focus on continuous improvement
- Experience in performance monitoring and reporting tools
- Previous experience in the legal industry is a plus
Responsibilities
- Lead, mentor, and develop a service desk team supporting global offices to ensure fast and efficient resolution of IT issues
- Foster a culture of accountability, collaboration, and continuous improvement to deliver best-in-class IT support
- Set clear objectives, conduct performance evaluations, and develop career progression plans for team members
- Regularly interact with lawyers and staff, ensuring their IT needs are met and providing concise, effective communication about technical solutions
- Work closely with senior IT leadership to align IT service goals with the firm’s broader technology strategy
- Oversee the daily operations of the service desk, ensuring timely incident resolution and adherence to Service Level Agreements (SLAs)
- Establish and enforce IT support policies, processes, and documentation to optimize service delivery
- Monitor and analyze key performance metrics (KPIs) to drive efficiency, improve response times, and enhance customer satisfaction
- Implement ITIL best practices for incident, problem, and change management
- Effectively explain IT processes, systems, and policies in a way that is easily understood by non-technical staff and attorneys
- Drive continuous improvement initiatives by identifying service gaps and implementing automation and self-service solutions
- Maintain a comprehensive knowledge base to support international and domestic teams
- Serve as the primary escalation point for major incidents, ensuring prompt resolution and effective communication with stakeholders
- Proactively de-escalate difficult situations, remaining calm and professional while guiding users through solutions
- Clearly communicate IT policies, limitations, and solutions in a way that fosters understanding and cooperation
Preferred Qualifications
- Experience with macOS, iOS, and Android is highly desired
- Familiarity with legal applications, including document management systems, is preferred
- Experience utilizing ticketing and asset management systems such as ServiceNow is desired
- Experience with Mobile Device Management (MDM) is highly desired
- Knowledge of cloud computing and remote support technologies is a plus
- Familiarity with IP-based telecommunications, network troubleshooting, and basic configurations
- Hands-on experience with audio/visual setups, including laptop connectivity, videoconferencing, and teleconferencing setups