[Hiring] Service Desk Manager @Arbitration Forums Inc.

DEPARTMENT: Information TechnologyJOB TITLE: Service Desk ManagerJOB CODE: SVDMREPORTS TO: Andrea VanderGastFLSA STATUS: ExemptEMPLOYMENT TYPE: Full-TimeJOB PURPOSE:This role at Arbitration Forums is as unique as it is rewarding because of the AF IPAAL Values (Integrity, Passion, Accountability, Achievement, Leadership) and TRI Model (Trust, Respect, Inclusion). At AF, a stellar Service Desk manager needs a blend of technical expertise, leadership skills, and customer service acumen. They manage the strategic support, staff, and operations of AF’s Service Desk (a.k.a.technical help desk) in a manner that gives AF employees and members the best possible support experience. Based on a strategic roadmap, this role is responsible for IT service delivery, business enablement, and ensuring the alignment of support with organizational goals. With a completely remote workforce, Service Desk is the face of IT, managing customer expectations and driving service excellence. DEPARTMENTAL EXPECTATION OF EMPLOYEE• Adheres to AF Policy and Procedures and the AF IPAAL Values and TRI Model• Acts as a role model within and outside AF.• Performs duties as workload necessitates. • Maintains a positive and respectful attitude. • Communicates regularly with the departmental leader about department issues. • Demonstrates flexible and efficient time management and ability to prioritize workload. • Consistently reports to work on time, prepared to perform duties of the position. • Meets Department productivity standards. ESSENTIAL DUTIES AND RESPONSIBILITIESPeople Leadership• Conduct performance reviews. • Partner with staff on development opportunities.• Train and coach staff on troubleshooting and solution delivery. • Manages team composition through hiring and exit decisions. Ticket Management• Manage service requests and incidents. • Act as escalation point for critical issues. • Analyze Service Desk ticket performance and identify improvement areas. Service Desk Management• Analyze metrics and prepare management reports. • Collaborate with IT teams for issue resolution. • Conduct assessments (SWOT, CSA, gap analysis). • Coordinate with IT and business units.• Develop policies and procedures. • Document and audit service processes. • Implement service improvements that support business enablement. • Monitor performance indicators, service metrics, and ticket volumes to optimize workflows. • Promote Service Desk as a core business asset. • Review, plan and manage the configuration of the ticketing system. • Prepare and promote the Service Desk budget. QUALIFICATIONSRequired Qualifications• Strong technical troubleshooting skills - has familiarity with operating systems, networking, hardware/software troubleshooting, and common enterprise tools• Proficiency in ITSM tools (e.g., ServiceNow, Jira).• Familiarity with ITIL. • Deep understanding of service management best practices. • Experience setting KPIs, conducting reviews, and driving accountability. • Manage schedules, coverage, and workload distribution effectively. • Create and maintain SOPs, knowledge base articles, and runbooks. • Using data to identify trends, bottlenecks, and opportunities for improvement Security awareness: Basic cybersecurity principles to ensure safe handling of user data and systems. • Bachelors in IT or related field, or equivalent work experience.• 5+ years in IT support, 5+ in management or progressive leadership in IT service deliveryPreferred Qualifications• 10+ years in IT support, 5+ in management or progressive leadership in IT service delivery• HDI or ITIL certificationsCore Competencies and Skills• Ability to read, analyze, and interpret complex technical documents. • Ability to develop junior staff and foster a growth mindset. • Handling interpersonal issues within the team or with users diplomatically. • Strong communication and customer service• Understanding user frustrations and responding with care.• Translating technical jargon into user-friendly language. • Knowing when and how to escalate issues appropriately. • Gathering and acting on user feedback to improve service quality. • Identifying tasks that can be streamlined or automated. • Supporting organizational changes and ensuring smooth transitions. • Integrity: Conduct yourselves in the utmost ethical and honest manner. • Passion: Fuel excellence, spark innovation, and ignite meaningful actions. • Adaptability: Take ownership of our actions and honor our commitments.• Achievement: Pursue excellence and celebrate success. • Leadership: Hold the authority and responsibility to live our values regardless of position. • Thinking critically to resolve complex issues. • Working cross-functionally with other departments like IT, InfoSec, and HR. • Aligning Service Desk operations with broader business goals. Long-term planning. • Ability to advocate for resources and continuous improvement. AMERICANS WITH DISABILITY SPECIFICATIONSPHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.WORK ENVIRONMENTThis is a fully remote position requiring reliable high-speed internet access and a dedicated workspace. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Apply tot his job