This position will be hired in the Kansas City metro area and will report into the office 5 days per week.

The Manager, IT Service Desk is responsible for leading a technical support team, overseeing customer service operations, and ensuring the delivery of exceptional customer service while effectively and timely resolving technical issues. Manage a global team of service desk administrators responsible for delivering best-in-class technical support such as provisioning of hardware, repair, upgrades, maintenance, current and future projects, and team performance. This position will collaborate with the IT Desktop Administrator, Enterprise Core Infrastructure and Network Team, and Enterprise Web Applications/Development teams as well as various leaders and stakeholders across the enterprise to manage and deliver service desk support. A strong technical background and leadership skills complemented by extensive customer service experience and a problem-solving mindset, coupled with the ability to motivate and inspire your team to achieve business objectives and goals are important in this role.

How you'll make an impact

• Manage the service desk team and evaluate performance
• Ensure customer service is timely and accurate on a daily basis
• Recruit, train, develop and support help desk representatives and technicians
• Set specific customer service standards
• Contribute to improving customer support by actively responding to queries and handling complaints
• Establish and develop best practices through the entire technical support process
• Follow up with customers to identify areas of improvement
• Develop daily, weekly and monthly reports on help desk team’s productivity
• Provide customer feedback to the appropriate internal teams, like product developer

• Partner cross-functionally to implement new improvements to resolve going issues
• Ensure the service desk is maintaining optimal performance levels by leveraging performance analytics reports
• Manage personnel coverage, time off requests and delegation of projects or tasks to other staff as needed.
• Provide constructive feedback to improve performance for individuals and groups regarding the quality and effectiveness of work
• Improve performance and output by assessing patterns of success and failure

What we're looking for

• Bachelors Degree in Computer Science, Information Technology or combination of education and experience in lieu of degree in related field
• 4 or more years of Information Technology management experience
• 7 or more years of expertise in technical support customer service and troubleshooting environment
• Proven work experience as a service desk support managing a team
• Excellent verbal and written communication skills – must be able to present project status or productivity reporting to executive leadership team
• Hands on experience with service desk support and remote control software
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented with a problem-solving attitude and willingness to support
• Strong team and performance management skills
• Must be a U.S. Citizen

What you can expect from Optiv

• A company committed to our inclusive value through our Employee Resource Groups
• Work/life balance
• Professional training resources
• Creative problem-solving and the ability to tackle unique, complex projects
• Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.
• The ability and technology necessary to productively work remotely/from home (where applicable)

EEO Statement

Optiv is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity or expression, sexual orientation, pregnancy, age 40 and over, marital status, genetic information, national origin, status as an individual with a disability, military or veteran status, or any other basis protected by federal, state, or local law.

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