IT Service Desk Manager

Job Description

Job description 1

As CohnReznick grows, so do our career opportunities. As one of the nation’s top Professional Services and Business Advisory firms, we foster teams in Advisory, Assurance, and Tax services that value innovation and collaboration in everything they do!

We currently have an exciting career opportunity for an IT Service Desk Manager to join the Firm’s National IT Service Desk/Call Center in our Chicago office.

This is a virtual position. A virtual position does not require job duties be performed within proximity of a CohnReznick office location. As a virtual employee, you may be required to be present at a CohnReznick office with scheduled notice for client working, team meetings or training. **

YOUR TEAM.**

As the IT Service Desk Manager, you will lead a team that delivers the best end user experience and assistance to CohnReznick’s business and IT users, by overseeing the IT Service Desk and Application Support team. This role reports to the Director of IT Support Services.

Our hours of operation are Monday through Friday, 7:00am – 7:00pm CST, including evening and weekend support during the January – April tax season and occasional overtime as needed. **

WHY COHNREZNICK?**

At CohnReznick, we’re united by a common mission to create opportunity, value, and trust for our clients, our people, and our communities. Whether it’s working alongside your peers to solve a client challenge, or volunteering together at the local food bank, there are so many ways to find your “why” at the firm.

We believe it’s important to balance work with everyday life – and make time for enjoyment and fun. We invest in a robust Total Rewards package that includes everything from generous PTO, a flexible work environment, expanded parental leave, extensive learning & development, and even paid time off for employees to volunteer. **

YOUR ROLE.**

Responsibilities

Responsibilities include but not limited to:

• Manage the day-to-day Service Desk operations and ensure our SLAs are being met.
• Coaches and mentors Service Desk agents; assesses and records their performance to promote professional growth. Responsible for Service Desk Technician evaluations.
• Act as the escalation point for difficult calls or tickets escalated by the IT Service Desk team.
• Act as a liaison to other technology teams on behalf of the Service Desk.
• Work directly with the Director of Support Services in the development, integration, direction, and improvements of ITSM for the Service Desk function.
• Development of IT Support and Service Desk metrics, using, ServiceNow, PowerBI and Excel.
• Collaborate on various projects that aid in driving continuous support improvement.
• Document consistent processes and procedures for first-time resolution tickets.
• Facilitate Service Desk training and awareness sessions.
• Hold regular workload management meetings with the IT Service Desk team to ensure tickets are being routed appropriately and that the team is meeting its objectives.
• Represent the IT Service Desk at meetings when required.
• Study data metrics reports and recommend improvements to meet and exceed support team goals.
• Responsible for staffing and ensuring skill levels are maintained throughout operational hours.
• Assist with the day-to-day coaching and development of our Service Desk L1, L2, and Application Support agents. You will help ensure that the team achieves specific performance metrics via goals and established KPI’s.

Your Experience.

The successful candidate will have:

• Bachelor’s degree or equivalent experience in IT Support Management, or related field.
• ITSM framework and ITIL v4 experience preferred.
• 6+ years of experience in IT Operations, End User Support, or related work experience for an organization with at least 1,000+ employees.
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• A high level of accountability and the ability to prioritize and delegate is essential.
• Ability to meet tight deadlines.
• Ability to travel to various office locations when needed for events, meetings, and staff training sessions.
• Demonstrated a track-record of success supporting software and applications.
• Demonstrate the ability to thrive within a fast paced, demanding support environment while maintaining high standards and a customer centric approach.
• Outstanding customer service skills.
• Strong leadership and decision-making skills.
• You must be a self-motivated professional with excellent communication and documentation skills.
• ServiceNow ITSM and AWS Connect experience preferred.
• Travel up to 25% may be required. You must be able to work outside of normal business hours (weekends & evenings) as needed.

Studies have shown that we are less likely to apply to jobs unless we meet every single qualification. At CohnReznick, we are dedicated to building a diverse, equitable, and inclusive workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or one of our other roles.

CohnReznick is an equal opportunity employer, committed to a diverse and inclusive team to drive business results and create a better future every day for our team members, clients, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. For more information, please see Equal Employment Opportunity Posters

If you are an individual with a disability in need of assistance at any time during our recruitment process, please contact us at CRaccommodation@cohnreznick.com Please note: This email address is reserved for individuals with disabilities in need of assistance and are not a means of inquiry about positions or application statuses.

CohnReznick does not accept unsolicited resumes from third-party recruiters unless such recruiters are currently engaged by CohnReznick Talent Acquisition Team by way of a written agreement to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that CohnReznick will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.