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in Agoura Hills, CA
IT Service Desk Manager - Full-time
Hours | Full-time |
---|---|
Location | Agoura Hills, CA Agoura Hills, California |
About this job
- Manage the processing of incoming tickets from our restaurants and corporate support center to the Service Desk via both e-mail and escalation from third party to ensure courteous, timely and effective resolution of end user issues.
- Manage the overall Service Desk activities and staff.
- Develop and enforce request handling and escalation policies and procedures.
- Oversee the development, implementation and administration of Service Desk staff training procedures and policies.
- Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
- Track and analyze trends in Service Desk requests and generate statistical reports.
- Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
- Train, coach and mentor Service Desk Technicians and other junior staff. • Monitor incident trends and anticipate potential problems for proactive resolution.
- Oversee development and communication of help sheets, usage guides and FAQs for end users.
- Attend Change Management and Steering Committee meetings as requested.
- Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
- Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
- Assess needs for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Attend, as required, training seminars, conferences and trade shows to broaden knowledge of current and future ITSM-based Service Desk issues and technologies.
- An Experienced People Manager: You’re at home managing and elevating a team. You lead by example and enable your staff realize their potential.
- An Effective Communicator: Whether it’s verbal or written, you present information in a clear, professional manner. You understand your audience and can easily shift your presentation style so it is understandable to all.
- A team player: While you’re a capable self-starter, you thrive being a part of a team; you enjoy collaborating and brainstorming with others especially on new projects.
- An instinctive self-starter: You’re naturally goal-oriented and able to prioritize and reprioritize tasks within a dynamic business environment.
- Exhaustively meticulous: You have an unrelenting attention to detail leaving nothing for chance while understanding what deserves your immediate attention and what can wait.
- Service oriented: You understand that our Staff are your customers and keeping their IT systems up and running is paramount to the business.
- A Skilled Problem Solver: You take action and think outside-the-box to find solutions and extend the application of your resources.
Qualifications
- Degree in Computer Science or related field.
- 5+ years of experience managing an IT help/service desk team.
- Extensive infrastructure and application support experience using LanDesk Remote Management (or equivalent system) and Track-IT (or equivalent system).
- Able to investigate and research point-of-sale and related computer and networking issues and products as required.
- Extensive knowledge and support experience with common productivity applications.
- Extensive knowledge of computer hardware, including PCs, phone and network equipment.
- Experience with desktop operating systems, including Windows 7 and Windows 10.
- Familiarity and practical application of advanced principles of ITIL/ITSM.
- Proven track record of developing and providing SLAs and Service Desk deliverables.
- Demonstrated progressive experience in the management of a technical support team.
- Solid relationship management and performance management skills.
- Ability to motivate and direct staff members and subordinates.
- Ability to effectively apply conflict and risk management techniques.
- ITIL v3 certification and/or formal training in ITIL/ITSM.
- Experience recommending solutions for point-of-sale and related computer and networking issues and products.
Benefits:
This position offers industry-leading benefits including; medical, dental, vision, 401K with match, tuition reimbursement and a sabbatical after five years of employment for qualifying staff members.
About Us:
Recognized as one of the FORTUNE “100 Best Companies to Work For", The Cheesecake Factory Incorporated operates more than 200 full-service, casual dining restaurants throughout the U.S. and Puerto Rico. Internationally, sixteen The Cheesecake Factory® restaurants operate under licensing agreements. Continuing on our path to becoming a Global Iconic Brand, we employ more than 35,000 staff members, 320 of whom work at the corporate support center in Calabasas Hills, CA. #SoCheesecake #LifeAtCheesecake
The Cheesecake Factory Incorporated is an Equal Opportunity and E-Verify Employer and provides reasonable accommodations consistent with its legal obligations; we do not provide work visa sponsorship.