Service Desk Manager Job at Shive Hattery Group, Inc., Cedar Rapids, IA

  • Shive Hattery Group, Inc.
  • Cedar Rapids, IA

Job Description

Job Description

Job Description


This role is eligible for the following locations:

Cedar Rapids, IA

As the IT Service Desk Manager at Shive-Hattery, you play a pivotal role in ensuring our 500+ professionals, including architects, engineers and designers across 15 locations, have the technical support they need to create real impact in our communities.

This position offers an opportunity to innovate and grow while overseeing a team dedicated to exceptional service and technical excellence.

“I believe in empowering my team, providing them with the tools, support and freedom they need to not just solve problems, but to foresee and navigate the challenges of tomorrow. We’re not just maintaining systems; we’re building the digital backbone that will drive our company's success." - Mark S., Information Services Manager

Who You Are:

You have two or more years of relevant experience in a Service Desk managerial role, preferably in a Professional Services environment.

Proven ability to handle multiple projects and prioritize in a dynamic environment. You possess exceptional leadership and communication skills, while also having the ability to problem solve, and a knack for innovation.

What You'll Do:

Problem Resolution : You'll have the opportunity to tackle a variety of technical challenges, including coordinating urgent and complex support issues and serving as the pivotal escalation point between ticket holders and the service desk team. You’ll dive deep to identify root causes and communicate solutions transparently with our employees. Plus, you'll have the crucial role of managing our phone queue, ensuring a smooth and responsive support experience.

Team Leadership: A blend of mentorship, development and clear performance standards will be instrumental in managing a team that meets and exceeds KPIs. Your ability to demystify complex IT jargon into clear, actionable insights will bridge gaps between us, project stakeholders and customers. But it's not just about maintaining the status quo. You'll be the catalyst for an environment ripe with continuous improvement, innovation, and a collaborative spirit. Under your leadership, the team will not only refine their technical prowess but also elevate their customer service game, ensuring every interaction is as seamless as our technology.

Technical Expertise: Your insights will be pivotal in advising our IT leadership, especially in scenarios demanding escalated client support. Your proven expertise in juggling multiple projects and adapting to shifting priorities is not just desired – it's essential. You'll bring a deep knowledge of how a service desk ticketing system operates combined with your software and hardware knowledge to be a thought leader and to provide practical hands-on experience to your team.

Life at Shive-Hattery!

Shive-Hattery strives to provide outstanding client service and provide rewarding careers to our employees. Our learning and teaching culture is based on collaboration; everyone is empowered to mentor and teach other employees while continuing to develop your skills to grow professionally at Shive-Hattery.?

Shive-Hattery offers an outstanding and competitive compensation package, please see below for our compensation structure, and what sets us apart.

Our Perks/Differentiators

Overtime Eligible

Professional Development Opportunities

401K/Roth 401K with Company Match

8 Paid Holidays + PTO

Profit Sharing

Parental Leave for Mothers and Fathers

Shive-Hattery offers a flexible work environment and supports balancing personal and professional responsibilities. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.


Job Tags

Holiday work, Immediate start, Flexible hours, Shift work,

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