About the Team/Role

We are seeking a highly skilled and forward-thinking Technology Service Desk Manager to lead our support team into the next generation of service excellence. The ideal candidate will have a strong background in IT Service Management (ITSM), a passion for driving automation and self-service, and a proven track record of exceeding industry service level agreements (SLAs) through the effective use of KPIs and metrics.

How you’ll make an impact

• Supervise the daily operations of a global Service Desk team in a fast-paced, deadline-driven environment, ensuring that staffing and skill levels are appropriately maintained.

• Manage and assign incidents to ensure service levels are maintained.

• Develop, document, and implement standard operating procedures for the Technology Service Desk.

• Work with business managers to identify areas of improvement.

• Analyze metrics and trends to identify improvement opportunities.

• Resolve escalations and complex issues promptly and efficiently with superior customer service.

• Manage the performance of the Service Desk Specialists.

• Assist Service Desk Agents, working tickets when workloads are high, or where additional experience is required.

• Provide exceptional customer service and Technology Support to the WEX population for all end-user services.

• Recommend procedures and controls for problem prevention, work closely with third-level teams to acquire knowledge, document and publish in the knowledge base, and provide training to team members.

• Share resolutions with the extended team and document them in the information knowledge base; provide training to team members as needed.

• Take ownership and responsibility for the work being handled by the Service Desk Team.

• Communicate customer expectations regarding resolution and timeframe, keeping users informed of progress.

• Become familiar with WEX systems and resources; develop a solid understanding of IT operations, applications, systems, and business-related processes and procedures.

• Provide support for IT Projects and IT Service Delivery initiatives.

• Other duties as assigned.

Experience you’ll bring

• A+, Net+, Security+, or applicable certifications are a plus

• Experience in a leadership and/or mentoring role

• Customer Service experience required

• Deep understanding of ITSM principles, with experience implementing ITIL best practices

• Ability to drive automation and self-service initiatives to improve efficiency and reduce user downtime

• Strong analytical skills with experience using KPIs and metrics to measure and improve service desk performance

• Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels