IT Service Desk Manager, EverCommerce

• We are looking for someone who gains great satisfaction from helping others and removing roadblocks to allow them to succeed at their jobs
• You are the type of person that loves building a well-oiled machine and enjoys being the go-to person who wears a bunch of hats
• You are excited about solving problems, and are ready to expand your knowledge and creativity in IT
• You have also paid your dues fighting fires in the trenches, and now you are ready for the opportunity to do things the right way
• Ability to manage projects & process improvement initiatives
• Experience with coaching & developing staff
• Exceptional customer experience
• Ability to hold themselves accountable and raise the bar for those around them
• Familiarity with ITIL Foundations and practices
• 4+ years of experience supporting and/or managing Windows & Mac End User environments
• Bachelor’s degree in Information Technology or related field, or a combination of certifications and experience that equate to a degree
• Experience handling support tickets in an IT service desk environment
• Ability to learn quickly
• Excellent verbal and written communication
• Comfortable working at a dynamic company
• Can use good judgment to solve problems where protocol might not exist
• Jira Service Management or other ITSM Toolsets
• Office 365
• Okta
• Intune Device Management / Jamf

Desirable

• The EverCommerce Technology team is seeking an IT Service Desk Manager to ensure outstanding support for our employees through supervising the Service Desk activities and IT Administration team
• Responsible for the Service Desk & all activities associated with the identification, prioritization, and resolution of requests
• Provide leadership for the Service Desk team to act as a coach and mentor. Help staff prepare and execute development plans
• Support escalated issues the Service Desk team is not equipped to handle
• Report on service level targets monthly and create improvement plans where necessary
• Function as a liaison between business units and other EverCommerce teams as the central point of contact for the Service Desk organization
• Identify and source hardware and software solutions for corporate users
• Derive requirements for new IT initiatives, and implement and manage solutions that meet these requirements
• Manage vendors, including MSPs, cloud service providers, IT equipment suppliers, and software providers