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IT Service Desk Manager

National Indemnity Company Omaha, NE
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Company:

NICO National Indemnity Company


As a member of the Berkshire Hathaway group of insurance companies, we offer outstanding opportunities for professionals interested in working with a successful company. We offer unparalleled financial strength, stability and "large company" benefits, in addition to an exciting, friendly, "small company" atmosphere.

National Indemnity Company is looking for our next great leader! We have an immediate opening on the Service Desk Team as the IT Service Desk Manager. If you have had experience managing an Enterprise-level team of support staff, ServiceNow experience from a strategic and implementation standpoint, a superior organizational ability, strong leadership experience and are ready for your next challenge, look no further. National Indemnity Company has unmatched financial stability, unlimited growth potential, a family-oriented approach to our work/life balance and is a member of the Berkshire Hathaway group of Insurance Companies with deep roots. If this sounds like the right fit for your next career move, we want to talk to you!

IT SERVICE DESK MANAGER

REQUIRED:

* Bachelor's degree in Computer Engineering, Computer Science or related field

* 3+ years' experience managing an Enterprise Service Desk

* Workstation software such as Microsoft Office

* Workstation hardware knowledge

* Windows desktop & server operating systems

* Active Directory

* Troubleshooting / Problem determination skills

* Has knowledge of commonly-used concepts, practices, and procedures for IT-related items

* Data processing procedures

STRONGLY PREFERRED:

* ServiceNow

* ITIL Certification

* Familiarity with Service Desk and Service Management concepts and practices

* Previous supervisory experience

* Microsoft desktop products

* GroupWise

* Citrix

RESPONSIBILITIES:

* Supervisor of the IT Service Desk team

* Plans and organizes the work of others

* Oversees the coordination and management of technology related work orders ranging from minor repairs/enhancements to major incidents

* Requires a detailed understanding of all aspects of the company's Service Operations Help Desk software

* Oversees and, as needed, participates in monitoring systems/network activities, responding to phone calls and alerts, diagnosing problems and notifying appropriate parties as defined by documented procedures

* Oversees the use of existing documentation to identify, troubleshoot and repair problems

* Serves as focal point for coordinating Service Desk activities during critical incidents

* Leads Service Desk activities in evaluating, testing, and accepting proposed production changes to the infrastructure

* Represents Service Desk on Network IT Change Control Board.

* Leads Service Desk efforts to oversee, perform and ensure monitoring of key resources which provide system/network status and exceptions; responding appropriately and as necessary to notifications and alerts which indicate a situation requiring attention; taking proper actions in response to the situation/incident; contacting appropriate parties; tracking the incident status and progress; providing communication as appropriate to interested parties; and escalating as necessary as defined by documented procedures.

* Designs activities of unit personnel by determining work procedures, issuing written and oral instructions, analyzing and resolving work problems, and assisting employees in solving work problems. Interviews job candidates and initiates or recommends personnel actions including hiring, promotions, transfers, discharges, disciplinary methods, performance appraisals, salary adjustments, and staffing levels.

* Ensures customer service to Company's internal and, on occasion, external customers by supervising those who answer Service Desk phones; by identifying and clarifying reported issues, by monitoring help desk e-mail and assigning, creating, and by managing work orders as needed.

* Oversees the resolution of first level work orders when proper documentation exists and required rights and access have been granted. Oversees the use of various systems and network applications and interfaces to troubleshoot and resolve first level support issues.

* Oversees the use of pre-established guidelines for incident management and escalation. Identifies, documents, manages, and escalates urgent work orders to the appropriate team for immediate attention and timely resolution. Assists in the resolution of more complex or sensitive work orders.

* Supervises, designs, and leads quality assurance efforts performed by the Service Desk. This includes sitting on the Network IT Change Control Board, reviewing planned infrastructure changes, developing the test plan, and providing an independent validation of the planned change as a prerequisite of leaving it in production. Has accept/reject authority over changes that don't properly meet acceptance criteria.

* Supervises and/or performs works closely with the IT Desktop Support Team to ensure proper Work Order management. Troubleshoots, with network staff and desktop support management, difficult and time-sensitive problems; creates actions for resolution; and assists in the resolution of various network problems.

A comprehensive benefits package is available for regular, full-time employees, including health, vision, dental, life and disability insurance as well as a 401(k) with company match. We also proudly offer 100% upfront tuition reimbursement to regular, full-time employees, to further your education. Our Omaha office boasts a complimentary state-of-the-art, on-site gym, a robust wellness program, low-cost downtown parking, and numerous volunteer and networking opportunities with other emerging professionals.


Date Posted May 14, 2022
Date Closes June 13, 2022
Requisition R11008
Located In Omaha, NE
Department Service Information Technology
SOC Category 00-0000.00
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