Job description

Service Desk Manager

Position Summary
The Service Desk Manager assumes a critical leadership role, spearheading and guiding a team of skilled IT support professionals. They are responsible for overseeing day-to-day operations, ensuring seamless service delivery, and upholding a high level of customer satisfaction. This includes establishing and maintaining service desk policies, procedures, and standards, while actively collaborating with other IT teams to swiftly resolve technical issues and enhance IT service performance. As a pivotal liaison between technology teams and the business, the Service Desk Manager provides first-line troubleshooting support for hardware and software issues, while also playing a pivotal role in implementing new functionalities. Exceptional communication, documentation, and organizational skills are imperative for this multifaceted role that interfaces with both business and technology domains.

About The Team
The Clayton Service Desk, an integral part of Enterprise Technology Operations, collaborates closely with the Desktop Support and Systems Engineering teams to deliver exceptional end-user support for hardware and software issues. We work in tandem with Networking, Security, Infrastructure, and Applications Support Coordinators as escalation points to swiftly address and resolve reported issues. Our responsibilities also encompass service request fulfillment and knowledge management, providing team members with a streamlined means of obtaining answers without submitting a ticket. As a high-velocity team, we consistently surpass performance metrics. This role offers an excellent opportunity to acquire in-depth knowledge about Clayton and the organization's cutting-edge technologies.

Primary Responsibilities

• Lead, mentor, and manage a team of service desk analysts, providing clear direction, coaching, and mentoring to foster their professional growth.

• Ensure prompt and effective resolution of incidents and service requests, managing escalations and proactively addressing any challenges.

• Cultivate a positive work environment that encourages collaboration, continuous learning, and innovation.

• Monitor and optimize service desk performance metrics, striving to meet or exceed service level targets and continuously improving performance.

• Promote a customer-centric culture, proactively identifying and addressing customer needs and expectations to ensure high levels of customer satisfaction.

• Establish and maintain rigorous service desk standards, policies, and procedures to ensure consistent and efficient operations.

• Collaborate closely with other IT teams to integrate service desk operations seamlessly with other IT processes for streamlined service delivery.

• Develop and deliver comprehensive training programs to enhance the technical skills and knowledge of the service desk team, keeping them updated with the latest industry trends and best practices.

• Stay updated with industry trends and best practices for continuous improvement, implementing relevant improvements to enhance service desk operations.

• Generate regular reports on service desk performance, analyzing data to identify areas of improvement and implementing strategies to drive performance excellence.

• Provide proactive guidance, coaching, and feedback to team members to improve their skills, performance, and overall effectiveness as IT support professionals.

Primary Qualifications

• Hold a bachelor’s degree in Information Technology, Computer Science, or a related field.

• Possess a minimum of 5 years of hands-on experience in IT service desk operations, with at least 2 years in a supervisory or managerial capacity.

• Demonstrate a track record of supporting and/or interacting within a large corporate environment, with a deep understanding of enterprise IT operations.

• Proven experience in project management, group facilitation, and data gathering, showcasing your ability to lead and drive projects to successful completion.

• Exhibit strong analytical and problem-solving skills, with the ability to identify and address complex technical issues effectively.

• Display exceptional leadership and team management skills, with a track record of motivating and mentoring teams to achieve outstanding results.

• Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical stakeholders.

• Stay updated with the latest industry trends and best practices, actively seeking continuous learning opportunities to enhance your skills and knowledge.

• Demonstrate a high level of professionalism, adaptability, and resilience in a dynamic and fast-paced IT environment.

• Relevant certifications such as ITIL, HDI, or other related certifications would be considered a plus, showcasing your commitment to professional development and industry standards.

Desired Skills

• Exhibit keen attention to detail, organizational skills, and ability to articulate and document potential solutions accurately.

• Demonstrate effective time management skills, with the ability to work with changing priorities and independently manage workload.

• Possess strong mentoring and coaching skills to guide team members in best practices, workflow procedures, and personal development, fostering a culture of continuous improvement.

• Proactively document and train the team on business policies, ensuring adherence to service desk processes and maintaining compliance.

• Display analytical problem-solving skills with creative thinking, actively identifying opportunities to optimize processes and enhance team efficiency.

• Exemplify excellent customer service skills, with a proven track record of delivering exceptional experiences to end-users and maintaining high customer satisfaction.

• Display strong leadership, coaching, and team management skills, motivating and inspiring the team to achieve their best performance.

• Demonstrate effective communication and interpersonal skills, both technical and non-technical, in interactions with various stakeholders.

• Possess comprehensive technical knowledge of IT systems, networks, and applications, with hands-on experience in troubleshooting and resolving technical issues promptly.

• Promptly alert leadership and provide viable solutions for incidents/service requests within agreed timescales, ensuring timely resolution and minimizing business impact.

• Proactively collaborate with the Major Incident team, providing regular updates on incident progress and assisting with incident resolution.

• Effectively manage the internal knowledge base to drive incident deflection and add value to the organization by improving self-service options for end-users.

• Thrive in a fast-paced, dynamic environment, adept at managing multiple priorities effectively and meeting tight deadlines.

• Possess experience in providing remote technical support for computers, networks, and infrastructure technology, with proficiency in remote troubleshooting and resolution.

Why Clayton Homes?

Founded in 1956, Claytonis a Berkshire Hathaway Company committed to opening doors to a better life and Building Happyness® through homeownership. Through its family of brands, Clayton builds, sells, finances, and insurestraditional site-built homes and off-site built housing – including modular homes, manufactured homes, CrossMod™ homes, tiny homes, college dormitories, military barracks, and apartments. Corporate headquarters is located in the Knoxville, Tennessee area, specifically, Maryville, Tennessee. Clayton is the recipient of numerous industry awards including 2019 Builder of the Year and ranks as the #2 builder of homes in the U.S. by units sold. Our site-built division, Clayton Properties Group, is the 8th largest site builder in the U.S. We achieve our results through the strength of our people and have been recognized on the 2021 Forbes Best Employers for Diversity and 2021 Forbes America’s Best EmployersLists. To learn more about Clayton Homes, go to: https://www.claytonhomes.com

Benefits

• Competitive benefits including 401(k) with 100% company match of the first 4%; medical, dental and vision plans; paid time off days and holidays.

· Quarterly bonus program.

· Forbes lists: America’s Best Employers, America’s Employers by State, Best Employers for Diversity, Best Employers for Women.

· Recognized as one of East Tennessee’s top technology workplaces.

· Wellness programs that focus on emotional, social, spiritual, intellectual, environmental, physical, and financial well-being.

· Onsite fitness facility with full gym, workout classes, volleyball and basketball, ping-pong, and disc golf course.

· Paid Time Off for Volunteer work.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Compensation package:

• Quarterly bonus

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: One location

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