Service Desk Manager

Department: IT

Employment Type: Full Time

Location: US - Indiana - Fort Wayne

Description

Key Responsibilities

• Responds to internal customers to resolve their technology problems.  
• Enters and manages Incident and Service Request tickets in ServiceNow, IT Service Management Application.
• Provides technical support related to Microsoft Windows, Microsoft Office, Printers, Phones, and other Client Hardware and Software used by Franklin Electric employees across all business functions.
• Must maintain or exceed Service Level Agreements for Incident Resolution.  This will be measured based on Incident Duration for the team.
• Designs processes and improvements to resolve end user technology issues.  
• Analyzes Incident Tickets and performs root cause analysis to identify and prevent reoccurring problems.

• Ensures all changes and requests are entered in ServiceNow.
• Ensures the fulfillment of end user requests for Hardware, Software, and Security Access.
• Ensures changes are completed with proper documentation for SOX compliance
• Reviews the forward schedule of changes for potential conflicts
• Responsible for Microsoft Active Directory and other security protocols.

• Deploys new PC to end users and trains them in their use. 
• Manages imaging and deployment tools. 
• Uses ServiceNow to maintain and track IT assets and inventories. 
• Responsible for maintaining Client Hardware and Software inventories company-wide including IT Asset Tagging. 
• Provides recommendations for Client Hardware and Software standards and ensures standards are enforced. 

• Leads projects related to Service Desk, Client Hardware, and Software
• Manages projects according to Franklin Electric IT Development Process 
• Documents project plans, budgets, requirements, and testing 
• Keeps project team organized and on task
• Prepares and presents tollgate reviews for project stakeholders
• Project success criteria will be measured using On Time, On Budget, and Requirements Delivered
• Performs other related duties as required or assigned.

• Supervises non-supervisory employee(s). 
  • Interviewing and training employees; planning, assigning, and directing work; appraising performance, rewarding, and disciplining employees; addressing complaints and resolving problems. 
  • Motivating team, setting goals, and providing career coaching to employees.
  • Working with Human Resources on employee issues.

Skills Knowledge and Expertise

• Communication – Delivers accurate, clear, and concise messages orally and/or in writing.
• Problem Solving – Uses a logical, systematic search for the source of a problem, determining the most likely cause by eliminating potential causes of a problem. 
• Decision Making – Identifies and understands issues, problems, and opportunities; compares alternatives and makes timely decisions.
• Meeting Facilitation – Plans and facilitates meetings of IT teammates, internal customers, or technology suppliers to share information and/or make collaborative decisions
• Presentation Skills – Prepares and delivers effective presentations to communicate a message to a group of employees, peers, internal customers, or leadership
• Testing – Plans and facilitates validation activities to ensure a technology solution meets defined requirements 
• Project Management – Develops project plans, schedules and budgets, and keeps project team on task.  Manages risks and issues.  Prepares and delivers project status reports. 
• Cost/Benefit Analysis – Quantifies business benefit of a technology solution in financial terms and compares with the total cost of the solution.
• Strategic Planning – Develops and drives a shared understanding of a long-term vision for a business process or technology, and defines short- and long-term actions to achieve the vision 

• Bachelor’s degree in computer science, computer information systems, or other related degree (required).
• Four to six years of related experience (required). 
• One to three years of supervisory/management or project management experience (required).

Why Work at Franklin Electric?