Service Desk Manager at AVI Systems Inc. in Minneapolis, Minnesota

Job Description:

What You'll be Doing:

• Lead and oversee day-to-day operations of the Central Service Desk, with a focus on Tier 1 and Tier 2 support services.
• Develop and implement standardized tracking and reporting metrics, using Key Performance Indicators (KPIs) to monitor team performance and service delivery.
• Collaborate with cross-functional teams to align service strategies, enhance service offerings, and ensure consistent customer value.
• Allocate resources effectively to meet customer support demands across multiple AVI branches.
• Serve as the communication bridge between the Central Service Desk and local branch teams.
• Create and maintain service documentation, presentations, correspondence, and procedure manuals.
• Provide data-driven insights and reports to leadership to support business decisions.
• Lead by example in delivering excellent customer service and maintaining a strong service culture within the team.

What You Bring to Assure Success:

• Proven experience in service desk or IT service management roles, ideally in a managed services or enterprise technology environment.
• Solid understanding of ITIL-based service management practices; ITIL certification is a plus.
• Familiarity with technical concepts in AV/VC technologies, Unified Communications, Digital Signage, IT infrastructure, network management, firewalls, and cybersecurity.
• Strong leadership and interpersonal skills, with the ability to mentor, motivate, and develop team members.
• Excellent verbal and written communication skills, with the ability to present effectively to clients, stakeholders, and internal teams.
• Adept at problem-solving, data analysis, and decision-making in a fast-paced environment.