Service Desk and End-User Support Manager @ Strata Decision Technology

How you’ll make an impact:As our Service Desk and End-User Support Manager, you will be responsible for managing the daily operations of the Service Desk. This includes implementation of ITSM best practices, asset and inventory management. This position is based in our Chicago headquarters (200 E. Randolph Street) and must be onsite 2 days a week. In this role, you will:

Manage day-to-day Service Desk operations and ensure SLAs are met.
Act as the escalation point for difficult calls or tickets escalated by Service Desk or ELT members
Work with Senior Director of IT on maturation of ITSM capabilities around incident, request, and change management for the IT & Security team, including building and implementing SLAs.
Create, manage, and analyze procedures, policies, and processes as it relates to IT Service delivery.
Develop Service Desk metrics and KPIs to measure and enhance team performance.
Provide guidance and supervise the Service Desk team including the management of team member performance.
Manage and maintain accurate inventory of IT assets (hardware and software).
Oversee the vendor management process, including hardware/software procurement.
Act as a liaison to other teams at Strata on behalf of Service Desk.

What we’re looking for:

5+ years of experience in an IT support role (End-User and/or ServiceDesk)
2+ years of experience in a managerial role.
Experience managing, developing, and mentoring direct reports.
Experience with Jira ServiceDesk Management.
Understanding of ITIL principles.
Availability for on-calls hours, as needed.

How we work:
The preferred location for this role is in Chicago, IL or St. Louis, MO. We value our people spending time together and have campuses hosting in-person events located in both cities. For a candidate who is a solid match for the skill set needed to be successful, we will support a fully remote work environment anywhere in the U.S. All team members, including those local to a campus have the flexibility to work from home.

Thinking about applying?
Research shows that women and underrepresented groups tend to apply to jobs only when they check every box on a job posting. If you’re currently reading this and hesitating to click “Apply” for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience.

Should you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please reach out to [email protected].

Here @ Strata…
Our culture is driven by our people solving problems together. We embrace learning, collaboration, and continuous career growth. Together, we lift our customers, our products, our company, and our community.

We believe that each of our team member’s unique perspectives and experiences is what drives innovation and positive change. Our individual differences are what make us a more forward-thinking organization. We foster a culture of inclusion, equity and belonging, regardless of race, religion, disability, sex, sexual orientation, gender identity or national origin.

Our Core Values:
While we celebrate what makes each member of our team unique, our core values are what connect us. They set clear expectations for how we approach our work and how each of us can positively influence the experience of our team and our customers.

Connect with positive intent.
Be helpful.
Own it.
Get better every day.
Stay humble.

Strata is committed to fair and equitable compensation practices. Full-time roles are eligible for an annual bonus based on both individual and company performance. Find out more about Strata benefits here.