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Service Desk Manager
Neenah, WI
Job Description
Job Summary
Looking for a self-motivated candidate who enjoys working in a fast paced environment, is not afraid of change, and is tenacious enough to take challenges to successful conclusion. The ideal candidate will be responsible for working with the enterprise IT leadership to develop metrics, tracking reports and methodologies for driving continuous improvements. This role will lead the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require. In addition to managing the staff, this role will also monitor operations to make sure tickets are addressed in a timely manner, as well as serving as the service-desk liaison to major business-impacting initiatives.
Essential Functions
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- Ensuring customer service is timely and accurate on a daily basis
- Monitor tickets and calls
- Set customer service standards
- Establish best practices through the entire technical support process
- Manage small 3-5 person service desk team and evaluate performance
- Drive permanent resolution to recurring issues, instilling a continuous improvement approach
- KPI Reporting
- Manages escalation from and build relationships with business leadership
- Define the strategic direction for the team, the processes, and the tools
- Project management
Expected Areas of Competence (KSAs)
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- Mentoring
- Strong technical skills
- Business acumen
- Honesty and integrity a must
- Effective communicator from shop floor to executive leadership team
- Ability to problem solve within ambiguous, flexing, requirements
Education and Experience Requirements
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- 4 Year Degree in Information Systems or related curriculum and 3 years of IT experience
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- 2 Year Degree in Information Systems and minimum of 5 years IT experience
Preferred Experience
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- Background in manufacturing a plus
Physical Requirements
Must be able to access every location in both office and plant spaces where IT equipment resides, use keyboard and mouse, access rack mounted equipment in server room/plant, lift and move equipment(servers, UPS’s, printers, etc.)
Core work hours are 7:30am to 4:30pm Monday through Friday – Extra time as required to implement programs, provide emergency support, and perform general system maintenance. Use of a keyboard and mouse at least 80% of the day is necessary.
Travel Requirements
Occasional travel may be required to other NEI sites.
Candidates for positions with NEI, Neenah Foundry Company and its subsidiaries must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. All offers of employment will be conditioned upon successful completion of a post-offer, pre-hire background check and drug screen. Visa sponsorship is not available for this position.
NEI, including Neenah Foundry Company and its subsidiaries, is an Equal Opportunity Employer
committed to a culturally diverse workforce.
EEO/AAP/Minorities/Females/Individuals with Disabilities/Veterans
NEI is an equal opportunity employer and applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, veteran status, disability status, or national origin.
Job Summary
Employment Term and Type
Regular, Full Time
Required Education
Associate Degree
Required Experience
3+ years
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