Americas IT Service Desk Manager Job Listing at SS&C Technologies in NC (Job ID R31265)

Description

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

Get To Know The Team:

We are seeking a dynamic and experienced IT Service Desk Manager who will be responsible for overseeing support in the Western Hemisphere and partner with other Regional Service Desk leaders overseeing and leading the Global IT Service Desk team.

This Leader will ensure the efficient and effective delivery of technical support services to external clients and internal users within our organization. As the Americas IT Service Desk Manager, you will play a crucial role in providing exceptional IT support with a customer-centric approach.

Join our team as the Americas IT Service Desk Manager, reporting to the Global Head of IT Service Desk, and contribute to creating a seamless IT support experience for our organization's clients and internal users. Your technical expertise, leadership skills, and customer-centric approach will be instrumental in driving continuous improvement and providing exceptional IT support services.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model & a Business Casual Dress Code, including jeans
• Your Future: 401k Matching Program, Professional Development Reimbursement
• Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays
• Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands-On, Team-Customized, including SS&C University
• Extra Perks: Discounts on fitness clubs, travel and more!

What You Will Get To Do:

Team Leadership:

• Lead and manage a team of service desk analysts, providing guidance, coaching, and mentoring to foster a high-performing work environment
• Set clear objectives, define roles and responsibilities, and conduct regular performance evaluations
• Cultivate a positive team culture that promotes collaboration, knowledge sharing, and professional development

Service Desk Operations:

• Oversee the day-to-day operations of the IT Service Desk, ensuring timely and accurate response to user requests and incidents
• Monitor and maintain service levels, including response times, ticket resolution, and customer satisfaction
• Establish and enforce service desk processes, procedures, and workflows to ensure consistent service delivery 

Incident and Request Management:

• Manage and prioritize incident and service request tickets, ensuring proper categorization, escalation, and resolution within defined service level agreements
• Analyze incident trends and proactively implement measures to minimize recurring issues and improve overall service quality
• Collaborate with other IT, Engineering, and infrastructure teams to resolve complex technical problems and ensure timely incident resolution

Continuous Improvement:

• Identify opportunities for process improvement and automation to enhance service desk efficiency, reduce demand, and improve customer experience
• Implement industry best practices, ITIL frameworks, and service management tools to streamline workflows and optimize service delivery
• Conduct regular analysis of service desk metrics and performance indicators, generating reports, and presenting findings to senior management

Stakeholder Management:

• Collaborate with key stakeholders, including IT teams, business units, and external vendors, to align service desk operations with business needs
• Act as a point of escalation for complex inquiries, incidents, service requests, ensuring prompt resolution and effective communication
• Collaborate with Project Managers/Business to assist with project planning, deployments and Go-Lives 

Knowledge Management:

• Develop and maintain a knowledge base to facilitate self-service options for users, enabling them to troubleshoot common issues independently
• Promote knowledge sharing within the service desk team and contribute to the creation of training materials and user documentation

What You Will Bring:

• Bachelor's degree in Computer Science, Information Technology, or a related field and 8-10 years of experience in managing an IT Service Desk team in a fast-paced enterprise IT environment.
• Strong technical background and understanding of IT infrastructure, systems, and software applications
• Relevant certifications (e.g., ITIL, HDI, CompTia) are a plus, but not required
• Excellent leadership and people management skills, with the ability to motivate and inspire a team
• Solid knowledge of IT service management principles, best practices and industry standards 
• Experience in incident and request management using ITSM tools
• Analytical mindset with the ability to analyze data, identify trends, and drive process improvements
• Exceptional communication and interpersonal skills, with the ability to interact effectively with users of varying technical expertise
• Strong problem-solving and decision-making abilities, with a focus on providing outstanding customer service

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.