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Description

We are seeking an experienced Service Desk Manager to lead our Enterprise IT Service Desk. This critical role oversees the day-to-day operations, including managing a team of Service Desk Analysts, driving process improvements, and aligning the support strategy with broader IT and business objectives.

The ideal candidate will have a proven track record of enhancing IT service delivery and customer satisfaction. Strong business acumen and excellent communication skills are essential to liaise with stakeholders and foster a high-performing, customer-centric team culture.

This is an excellent opportunity for an experienced IT service management professional to make a significant impact on our organization. If you have the qualifications and passion to lead our Service Desk to new heights, we encourage you to apply.

Key job responsibilities

- Lead and develop a team of Service Desk Analysts, providing direction, coaching, and performance management to ensure a high-performing, customer-centric support function.

- Continuously evaluate and optimize Service Desk processes and workflows to improve efficiency, reduce resolution times, and enhance the overall customer experience.

- Implement innovative support models and self-service capabilities to empower users and drive down incident volumes.

- Analyze key performance indicators and service-level metrics to identify opportunities for improvement and inform the support strategy.

- Collaborate cross-functionally with IT and business stakeholders to align the Service Desk's priorities and initiatives with the organization's strategic goals.

- Foster a positive, collaborative team culture that emphasizes continuous learning, empowerment, and accountability.

- Serve as the primary point of escalation for complex technical issues and difficult customer interactions.

- Represent the Service Desk in executive-level discussions and help champion the team's value proposition across the organization.

- Stay up-to-date with industry best practices and emerging trends in IT service management to ensure the Service Desk remains innovative and responsive to evolving user needs.

A day in the life

- Review the previous day's service desk metrics and incident reports to identify any trends or issues that require immediate attention

- Conduct a standup meeting with the service desk team to discuss priorities, upcoming projects, and any blockers

- Follow up on any high-priority or escalated tickets from the previous day, ensuring timely resolution

- Review and provide feedback on proposed process improvements submitted by the service desk analysts

- Respond to emails and instant messages from stakeholders across the organization

- Conduct 1-on-1 meetings with direct reports to discuss performance, provide coaching, and identify development opportunities

- Attend the weekly IT leadership meeting to report on service desk KPIs and collaborate on cross-functional initiatives

- Review and approve timesheet submissions from the service desk team

- Conduct interviews for an open service desk analyst position

- Prepare for an upcoming presentation on the service desk's accomplishments and weekly business reviews

- Review the day's service desk call logs and identify any recurring issues that may require a deeper investigation

- Procurement management escalations, ordering, and staffing

Basic Qualifications

- 5+ years of developing a team of technical professionals across multiple locations experience

- 2+ years of leading technology teams as a information technology operations manager experience

- Bachelor's degree, or 4+ years of professional or military experience

- Knowledge of Linux or Unix systems administration

Preferred Qualifications

- Knowledge of hardware architectures

- Experience with system management tools and client/server environments

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $105,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.