Job Description

Service Desk Manager

Onsite – (Chicago, IL)

**We are not offering visa sponsorship or C2C for this position due to resource requirements

Who We Are

RL Canning is a global IT managed service and consultancy dedicated to working alongside our customers to enhance the digital workplace with a clear focus on value by maximizing technology and operational excellence. Our service portfolio and ecosystem of digital innovators offer industry-leading solutions and integrated expertise that are designed with each unique customer in mind to deliver a sustained effort to achieve better and faster results that are aligned to enduring strategic outcomes.

Job Overview

RL Canning is seeking a Service Desk Manager to join our Managed Services team. You will be responsible for modernizing our client's ITSM processes beginning with their Service Desk. In a multi-phased approach, in the first phase, you will lead two technicians in the reduction of a 4000+ ticket backlog. The ITSM Program Manager will lead the team and work with the implementation, management, and maintenance of our client’s ITSM processes and tools ensuring the delivery of efficient resolution of IT issues, and optimal service delivery in alignment with industry best practices.

In this role, you will

• Lead a team of technicians to reduce ticket backlog through phone calls/emails to end users, ticket owners, and managers for issue validation and resolution.
• Perform process mining and task mining discovery to identify bottlenecks, optimization opportunities, and conformance checking.
• Create and manage service request workflows and incident tracking processes in the ITSM tool.
• Collaborate with cross-functional teams to streamline IT workflows and improve end-user experiences.
• Collaborate across teams and drive action through influence to deliver critical ITSM projects/initiatives while ensuring continuous operation.
• Implement IT Service Management practices to the Service Desk and client teams.
• Coach and lead service owners, managers, and IT Leaders on proper ITSM best practices, processes, and mindsets.
• Assist in generating regular reports for stakeholders and program leadership, identifying trends, and providing recommendations for service improvements.
• Future state: Manages Service Desk staff and the activities associated with the identification, prioritization, and resolution of reported issues as well as implementing service improvements and maintaining client service level metrics.
• And other responsibilities.

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