It Service Desk Manager

Who We Are...

Verra Mobility is a global leader in smart mobility. We develop technology-enabled solutions that help the world move safely and easily. We are fostering the development of safe cities, working with police departments and municipalities to install over 4,000 red-light, speed, and school bus stop arm safety cameras across North America. We are also creating smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for over 8.5 million vehicles. And we are a leading provider of connected systems, processing nearly 165 million transactions each year across 50+ individual tolling authorities.

Culture

Verra Mobility Corporation is a rapidly-growing, entrepreneurial company that operates with a people-first philosophy and approach. The company lives by its core values—Do What’s Right, Lead with Grace, Win Together, and Own It—in everything it does for its customers and team members. The company seeks to grow aggressively, both organically and through acquisition, to continue to be the undisputed market leader with these five core competencies: bias for action, customer focus, teamwork, drive for results, and commitment to excellence.

Position Overview

The Service Desk Manager is an exceptional leader and communicator that can effectively build relationships with managers and employees at all levels. The individual has a proven track record of delivering technology services for end users. They can clearly communicate complex technical concepts and the business advantage of certain applications; demonstrate competence in building partnerships across departments; collaborate with individuals to link information technology services to business goals; and accurately budget and forecast a wide range of programs and projects. The person works well in a team setting and thrives at driving meaningful outcomes for the business and its customers.

Essential Responsibilities

• Develop a weekly and monthly performance reporting package that clearly measures performance against business productivity.
• Manage and refine a service catalog to support the services provided by the IT operations organization
• Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises and promotions when necessary.
• Manage and refine existing 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.
• 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.
• Must be able to manage customer expectations, front line staff to VIP level.
• Must be able to command the attention of a group and effectively communicate with business unit leaders.

Acquisition & Deployment

• Purchasing and deployment tasks.
• Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
• Prepare budget proposals and manage annual operation budget for Service Desk functions
• Collaborate with other departments to identify and/or procure Service Desk hardware/software for internal staff and external clients.
• Conduct research on emerging products, services, subscriptions and standards in support of service desk operations
• Ensure appropriate training initiatives for new and existing staff.

Operational Management

• Oversee development and communication of help sheets, usage guides and FAQs for end users.
• Participate in the Change Advisor Board (CAB) meetings.
• Manage the processing of incoming events to the Service Desk via both telephone, e-mail and walk up to ensure courteous, timely and effective resolution of end user issues.
• Train, coach and mentor Service Desk Technicians and other junior staff.
• Monitor incident trends and anticipate potential problems for proactive resolution.
• Manage the overall desk activities and staff.
• Oversee the development, implementation and administration of service desk staff training procedures and policies.
• Develop and enforce request handling and escalation policies and procedures.
• Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

Knowledge & Experience

• Working knowledge of computer hardware, including MAC iOS, Windows 10 and 11
• Familiarity with the ITIL Framework
• Experience managing Service Desk staff in multiple time zones outside the US
• A proven track record of delivering workloads on time to customer satisfaction
• Working knowledge deployment diagnostic utilities such as SCCM
• Experience with SOX Compliance and managing ITGC’s and UAR’s
• Demonstrated progressive experience in the management of a technical support team.

Qualifications

• 5 - 7 Years of experience interacting with staff front line to Executive Level
• Possess at least 1 relevant technical certification, ie ITIL Certifications, CompTIA A+
• 5 - 7 Years of experience supporting IT customers and enterprise environments
• 2 - 3 Years of project management experience leading and delivering enterprise level projects
• College diploma or university degree course work in the field of computer science
• 2 - 3 Years of experience managing call queues and on call platforms

Verra Mobility Values

An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:

• Own It. We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
• Lead with Grace. We express humility and compassion, and we are authentic and candid. Our employees demonstrate self-awareness, care for others, instill trust, and communicate effectively.
• Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.
• Do What’s Right. We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.

With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy Notice

Verra Mobility is an Equal Opportunity Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.