Manager, IT Service Desk

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CarringtonCrisp

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2003

📣 Marketing

📚 Education

💼 Consulting

Marketing • Education • Consulting

CarringtonCrisp is a consultancy company that partners with universities and business schools to provide imaginative and data-driven insights and solutions. They focus on offering unique approaches to the ever-changing educational landscape, utilizing intelligence, insight, and creativity. Known for their objective analysis, CarringtonCrisp helps educational institutions gain fresh perspectives and achieve their objectives. Their work has been recognized for injecting energy and offering new viewpoints, ensuring that institutions remain relevant and effective in their educational offerings.

📋 Description

• Lead, coach, develop, and manage Sr. Desktop Technicians, Desktop Support Technicians, and other Service Desk personnel • Establish team goals, performance expectations, and operational metrics supporting service level objectives • Conduct performance evaluations, provide feedback, and create development plans • Oversee staffing, scheduling, workload distribution, and resource allocation • Direct day-to-day Service Desk and Desktop Support operations • Monitor service requests, incidents, escalations, and problem resolution against SLAs • Serve as the primary escalation point for complex technical and operational issues • Implement and maintain Service Desk processes, procedures, standards, and documentation • Analyze service performance trends and implement corrective actions • Oversee deployment, configuration, maintenance, and lifecycle management of end-user devices and hardware • Manage workstation imaging, software packaging, operating system deployment, patch management, and device provisioning • Oversee user account administration and access management • Manage endpoint management and desktop administration tools, including Microsoft Intune • Drive automation, standardization, self-service, knowledge management, and process improvements • Partner with Infrastructure, Information Security, Applications, and Business Technology teams • Participate in IT projects and ensure Service Desk readiness and end-user adoption • Oversee IT asset lifecycle management, software license compliance, and vendor support • Assist with budget planning and Service Desk expenditure management • Develop and present operational reports and service metrics to IT leadership • Monitor KPIs including incident resolution, customer satisfaction, service levels, technician productivity, and operational trends • Ensure compliance with company policies, security standards, audit requirements, SSAE18, and NIST requirements • Support biannual disaster recovery testing for Service Desk and end-user computing • Partner with the VP of IT Operations to align objectives with IT strategy and escalate risks or resource needs

🎯 Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field; equivalent combination of education and experience may be considered • Seven (7) or more years of progressive IT support, desktop support, or Service Desk experience • Three (3) or more years of supervisory, team lead, or management experience leading technical support teams • Experience managing Service Desk operations, ticketing systems, service level agreements, and end-user support organizations • Experience with Microsoft Windows administration, desktop deployment, endpoint management, and troubleshooting • Experience administering and supporting Microsoft 365 technologies and enterprise productivity applications preferred • Experience with IT asset management, software distribution, patch management, and endpoint management platforms • Experience with network troubleshooting and working knowledge of TCP/IP, LAN/WAN, wireless networking, and related technologies • ITIL Foundation certification preferred • Microsoft, CompTIA, HDI, or other relevant industry certifications preferred • Prior experience as a Sr. Desktop Technician or comparable senior desktop/service desk support role highly desirable

🏖️ Benefits

• Comprehensive healthcare plans for you and your family • Discretionary 401(k) match of 50% of the first 4% of pay contributed • Fitness, restaurant, retail, and other discounts through the employee portal • Customized training programs • Employee referral bonuses • Educational Reimbursement • Carrington Charitable Foundation community contributions