Manager - IT Service Desk (Memphis, Tn)

At ALSAC you do more than make a living; you make a difference.- We like people who are different because we're different, too. As one of the world's most iconic and respected nonprofits, we know what it's like to stand out. That's why we're looking at you. Your background, perspective, and desire to make an impact set you apart. As we work to help St. Jude cure childhood cancer, we're calling on the game-changers, innovators and visionaries to join our family. Not just for the kids of St. Jude, but also for you. Because at ALSAC, we develop and celebrate our employees. So, bring your whole, authentic self and become part of our shared mission: Finding cures. Saving children.®_**Job Description**:The Service Desk Manager's role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Service Desk Manager is also responsible for planning, designing, and analyzing the organization's service desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.ESSENTIAL JOB FUNCTIONS3. Develop and enforce request handling and escalation policies and procedures.4. Track and analyze trends in Help Desk requests and generate statistical reports.5. Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.6. Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.7. Oversee development and communication of help sheets, usage guides and FAQs for end users.8. Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies.9. Oversee the development, implementation and administration of service desk staff training procedures and policies.10. Train, coach and mentor Service Desk Technicians and other junior staff.11. Manage the overall desk activities and staff.12. Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.13. Attend Change Advisor Board (CAB) meetings.14. Monitor incident trends and anticipate potential problems for proactive resolution.**REQUIREMENTS**:- Knowledge - Requires familiarity with the development of Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes;- Policies and procedures that outline how problems are identified, documented, assigned and corrected, performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems, and budget proposals and operational expenditure statements.- Requires knowledge ordinarily acquired through a Bachelor's degree in Computer Science or a related field and 6+ years of Customer Support or Service Management experience.- ITIL certification a plus.Benefits & Perks- We're dedicated to ensuring children and their families have every opportunity to enjoy life's special moments. We're also committed to giving our staff excellent benefits so they can do the same._- Core Medical Coverage: (low cost low deductible Medical, Dental, and Vison Insurance plans)- 401K Retirement Plan with 7% Employer Contribution- Exceptional Paid Time Off- Maternity / Paternity Leave- Infertility Treatment Program- Adoption Assistance- Education Assistance- Enterprise Learning and Development- And more- To ensure the health and safety of the children and families at St. Jude Children's Research Hospital as well as our donors, volunteers and colleagues, as a condition of employment, we require that employees adhere to ALSAC's Vaccination Requirements, including COVID-19 Vaccination._ALSAC is an equal employment opportunity employer.ALSAC does not discriminate against any individual with regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, transgender status, disability, veteran status, genetic information or other protected status.No Search Firms: