IT Service Desk Manager

 I.  JOB TITLE: SERVICE DESK MANAGER

WORK ARRANGEMENT: ONSITE

SHIFT: 10:00 PM - 7:00 AM

II. COMPANY DESCRIPTION

About BSA Solutions

We guide, inspire, and empower young talents to be the heroes that drive business growth. We are more than just a workplace-we are a family. We create a satisfying work environment, one where you'll look forward to coming to every day. A place where the best and brightest minds meet to build a community of successful companies.

• Financial Security: Enjoy a stable and competitive salary along with a comprehensive benefits package, including private health insurance and paid time off.
• Structured Career Growth: Benefit from clear advancement opportunities, dedicated mentorship, and personalised training programs that go beyond a typical job.
• Community and Support: Become part of a collaborative, dynamic team. You'll work in a supportive environment where you can build strong professional relationships and grow together.
• Global Career Opportunities: Work with leading companies from around the world and gain international exposure, all from the comfort of your home country.

IV. JOB SUMMARY

This position reports to the IT Director of Operations and Security.

• Develop and maintain standardized Service Desk department processes, policies, and procedures
• Distribute workload responsibilities (i.e., tickets, calls, tasks, etc.) amongst the Service Desk Specialists to support timely completion of assignments
• Monitors the Service Desk queues and reports out on activities via Service desk software
• Responsible for setting up and maintaining network user accounts, file system security, user data backups, troubleshooting network connectivity through upper-level coordination amongst departments
• Help develop, implement, and enforce improvement efforts or change to operations within the Service Desk
• Provide oversight on Service Desk projects and updates on activities for awareness to other departments and employees
• Maintain consistent inventory of desktop computer and software licenses
• Coordinate outside vendor repairs, including preventative maintenance checks and monitoring vendor performance
• Ensure the Service Desk employees are tracking and reporting their calls and work times for tracking purposes
• Drive the IT culture and be a valued partner for both IT and the Woodgrain business
• Lead and mentor the Service Desk Specialists. Provide leadership and guidance through resource development, performance management, goal setting, recruiting, cohesion, and resiliency
• Define and measure success through setting of metrics and monitoring of change in processes
• Participate in annual budget planning and commit to deliverables identified
• Perform accountability analysis and monthly reconciliation for department budget.

• Must be able to effectively communicate in English, both verbally and in writing.
• Bachelor's degree in a technical area such as Computer Science, Information Technology, or Business. Equivalent training and experience can be considered in lieu of a degree.
• At least 3 years of previous supervisory/management experience in a related field (Service Desk Supervisor, Specialist, or Analyst)
• Previous experience working in a fast-paced environment with ability to handle multiple priorities is essential.
• Excellent communication abilities and interpersonal skills to be leveraged across virtual platforms and in-person
• Strong customer service abilities and abilities to interact with professionalism, composure, and empathy
• Ability to review projects, problems, and manage time effectively to meet deadlines
• Proficient with Windows based software programs to include PowerPoint, Visio, and Project
• Strong analyitical, troubleshooting, problem-solving, and root cause analysis skills
• Ability to lead groups of people and facilitates constructive discussion, brainstorming, and decision-making
• Commitment to quality and achieving results that are oriented to detail and task completion

Ready to apply your expertise in a role that offers both stability and significant growth? If you have a passion for precision and a talent for supporting others, we want to hear from you.

Take the next step in your career and apply now to join our world-class team!