Manager, Service Desk

At Wipfli, people count.
At Wipfli, our people are core to everything we do-the catalyst behind our ability to create exceptional impact and extraordinary results.
We believe in flexibility. We focus on relationships. We encourage each individual to follow their own path.
People truly matter and they feel it. For those looking to make a difference and find a professional home, Wipfli offers a career-defining opportunity.
The Service Desk Manager will lead a dynamic team, delivering exceptional service to Wipfli's managed service clients. This role is focused on providing outstanding client experience and streamlining service operations. The Service Desk Manager will oversee daily service desk activities, manage team performance, and ensure compliance with service level agreements (SLAs). Additionally, they will drive continuous process improvements and uphold high service standards to strengthen client satisfaction.
Essential Responsibilities:

• Establish and monitor metrics for team performance, ensuring the quality, timeliness, capacity and efficiency of work to ensure operational excellence.
• Assist with the resolution and response for client escalations.
• Lead initiatives to continuously optimize Service Desk processes, methodologies, leveraging AI and other tools within firm policies.
• Apply root cause analysis to propose solutions aligned with client business needs.
• Collaborate with internal IT to ensure alignment with firm standards and best practices.
• Supervise and coach Service Desk staff, oversee daily operations, and mentor team members to ensure adherence to policies and procedures.
• Foster team growth through cross-training, knowledge sharing, and delegation, ensuring staff development and self-sufficiency.
• Ensure compliance with regulations and governance to mitigate business risks. Contribute to external audits of managed services, including SOC 2 compliance.
• Oversee multiple project plans, set targets for milestones, and mitigate risks to ensure timely, on-budget completion. Coordinate onboarding and offboarding activities for managed service clients.
• Provide pre-sale support, interact with managed service clients, and resolve escalated incidents to closure.

Required Qualifications:

• Bachelor's degree in Computer Science , Cybersecurity, Information Technology, or a related field. Or equivalent combination of education and experience
• 10+ years of IT help desk experience; including five years in management.
• Network+ Certification preferred.
• Project management experience.
• Experience working with ticketing systems and remote monitoring and management (RMM) tools.
• Previous experience working with a managed service provider is highly desirable.

Skills & Abilities:

• Ability to scope, plan, and budget for service desk support while adeptly prioritizing and organizing work under pressure to meet budget and time deadlines.
• Ability to lead teams, deliver results, and manage multiple projects concurrently, while remaining agile in responding to unexpected events or changing priorities.
• Skilled in managing expectations, escalating effectively, and ensuring client satisfaction.
• Excellent Written, Verbal and Presentation skills with the ability to effectively communicate business concepts to a diverse audience of stakeholders at all levels.
• Advanced proficiency in Word, Excel, Outlook, and PowerPoint.
• Ability to navigate through ambiguity and approach opportunities in a flexible and creative manner
• Advanced knowledge of understanding the consulting groups products and services

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Additional Details:
Wipfli is an equal opportunity/affirmative action employer. All candidates will receive consideration for employment without regards to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identify, veteran status, disability, or any other characteristics protected by federal, state, or local laws.
Wipfli is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or participate in our recruiting process, please send us an email at [email protected]