Service Desk Manager

Job Summary

POSITION SUMMARY

The Service Desk Manager will supervise the Service Desk and Endpoint team operations. Duties and responsibilities include but are not limited to managing the Service Desk and Endpoint teams, consulting the Director of IT on service desk and endpoint operations, reporting on requested metrics, assisting in the development and implementation of policy and procedures governing service desk and endpoint operations, managing service level agreements, ensuring customer satisfaction, and functioning as the IT Asset Manager.

About Us

Located in south-central Pennsylvania, York County Government offers many exciting and challenging opportunities to learn and grow in a career while making a difference in the lives of York County residents. Each County department meets a unique need in the community and provides an opportunity for both professional growth and personal satisfaction. York County offers a competitive wage and benefit package.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage the Service Desk and Endpoint team operations.

• Track performance metrics for the Service Desk and Endpoint teams.

• Assist in the development of IT policies and procedures.

• Enforce policies and implement procedures for the Service Desk and Endpoint teams.

• Create and maintain documentation for Service Desk and Endpoint team processes.

• Manage and maintain the IT asset management system.

• Create reports as needed for service desk operations and all county IT assets.

• Act as liaison between the IT department and its managed print services vendor.

• Facilitate endpoint deployment, upgrade, and relocation projects.

• Implement configuration, change, and patch management processes for endpoint operations.

• Maintain Service Desk and Endpoint team staffing by interviewing and selecting candidates.

• Develop employees within their roles via coaching, counseling, and training.

• Conduct regular check-ins with all direct reports to discuss performance, work progress, successes, and challenges.

• Conduct semi-annual performance evaluations for all direct reports.

• Conduct new hire orientation.

• Prepare and present pertinent project material.

• Maintain working knowledge of IT operations and functions.

• Work on special projects as needed.

• Other duties as assigned.

Essential Requirements

ESSENTIAL REQUIREMENTS

• At least 2 years with the York County IT Department or 2 years of IT leadership experience.

• Proficient with current end user support best practices and service desk concepts.

• Proficient with Information Technology Infrastructure Library (ITIL) standards.

• Familiarity or experience with Windows Operating Systems, Microsoft 365, endpoint hardware, and networking concepts.

• Strong organizational, communication, and customer service skills.

• Ability to build and maintain positive working relationships with colleagues and staff from other County departments.

• Able to perform effectively under pressure and in high-stress environments.

• Capable of explaining technical concepts to non-technical audiences.

• Proven team player with a collaborative mindset.

• Ability to translate business needs and problems into technical solutions.

• Exhibit exceptional managerial, delegation, and leadership abilities.

• Understanding of York County Government's operational model, processes, and strategic goals.

• Skilled in managing incident and service request volumes through performance metrics.

• Proactively enhance customer support by addressing customer queries and concerns in a timely manner.

• Completion of a Pennsylvania Criminal Background check and fingerprinting, required for all employees in this role.

• Possession of a valid and current driver’s license.

Contact Details

If you have any questions, please contact the county's Department of Human Resources at [email protected].

York County embraces diversity in our community and workforce, and is an Equal Opportunity Employer. All hiring, promotions, demotions, training, and other opportunities are based on qualifications and without regard to race, creed, color, national origin, gender, religion, age, or disability.