IT Service Desk Manager

Service Express, Inc Grand Rapids , MI 49504

Posted 3 weeks ago

Service Express is looking for a high-energy, passionate and adaptive team player with great people skills to join our Information Technology team as a Service Desk Manager.

This role will be responsible for managing all aspects of the IT service desk team that supports our internal employee's technology footprint and desktop applications. The IT Service Desk Manager will reliably ensure that best practices are supported, be passionate about ensuring inquiries are resolved timely and accurately, drive the team to achieve quality standards and related metrics, provide leadership and coaching to the IT service desk team, be resourceful and helpful in solving problems, and manage all related vendor and service-provider relationships.


  • Proven track record of building great IT Service Desk teams.

  • Lead the daily operations of Service Express' 24/7 IT Service Desk.

  • Investigate and introduce process improvement measures and provide recommendations.

  • Cross-train employees to ensure work-load flexibility.

  • Coach and support team members to achieve individual and company goals. Encourage growth and development, keeping team engaged and productive.

  • Set the direction for future enterprise platforms including personal, communications and mobile devices which support rapid integration of new technology into Service Express in a secure and compliant manner.

  • Build and maintain relationships with all IT teams to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.

  • Advance the use of a knowledge repository to share information among all levels of IT service and support.

  • Responsible for interviewing and selecting qualified team members.

  • Prioritize and escalate requests in order to assure compliance with contractual and internal Service Level Agreements (SLA).

  • Oversee the deployment, management and tracking of all end user equipment.

  • Deliver end user service projects on time, set high quality standards and operate within budget.

  • Manage PC/device lifecycle replacement financial forecasting.

  • Participate in change management and disaster recovery processes.

  • Monitor key performance indicators (KPIs) for all major processes with technical operations to identify opportunities for improvement and drive actionable items.

  • Perform trend analyses and develop action plans for improving service timeliness and reducing costs.


  • Excellent interpersonal skills with executive staff under high pressure situations.

  • Strong technical knowledge in providing 24/7 support, including a global remote user base.

  • Experience in streamlining user device support functions.

  • Strong analytical capabilities and skills in structured problem solving.

  • Solid program and service delivery skills.

  • Experience in working with distributed teams and processes and driving them towards high levels of operational excellence.

  • 3-5 years' experience managing a 24/7, multi-location IT service desk.

  • 5-10 years prior experience in End User Services.

  • Required knowledge of IT service desk tools and best practices.


  • Bachelor's degree in information technology, computer science or related field.

  • Excellent verbal and written communication skills.

  • Strong can-do attitude.

  • Ability to facilitate meetings and delegate responsibilities.

  • Solid incident and problem-management skills including identification and escalation of system issues.

  • Availability for travel to Service Express's domestic and international branches.

Why Work For Service Express?

Service Express is a Grand Rapids, MI based data center maintenance company seeking talented and successful individuals with integrity and a strong work ethic.

We believe people join cultures not companies. At Service Express, our Core Value is to "work with our employees to help them achieve their personal, professional and financial goals." Our philosophy has always rested on the belief that when our employees achieve their goals, the company will flourish.

By combining a proactive approach to better service and better solutions, we create long-term partnerships with customers based on mutual respect, trust and loyalty.

We continue to grow more every year and our employee and customer focused approach to business has helped generate double-digit growth since our start in 1993. Here you are more than an employee; you are a member of the Service Express Team.

We aren't the only ones that think Service Express is a great company, though!!!

  • Named by Forbes as one of America's Best Small Companies

  • Made the list of the Top Company Cultures by and CultureIQ

  • Consistently been named one of the 101 Best and Brightest Companies to Work For

  • Among the Inc. 5000 fastest-growing private companies in America

Service Express is an equal opportunity employer. Authorization to work in the U.S. is a precondition of employment. Service Express, Inc. does not sponsor applicants for work visas.

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IT Service Desk Manager

Service Express, Inc