Position at Nortek Global HVAC
Senior Manager, I.T. Service Desk
Reports to: Chief Information Officer
Position Title: I.T. Sr. Service Desk Manager
Location: Corporate Office, Winghaven – O’Fallon MO
Who We Are:
At Nortek, we have a passion to make the world breathe easier. We engineer top-tier residential, commercial, and manufactured housing HVAC equipment that our contractors love to install, our end-users comfortably enjoy, and our partners proudly carry. As a Madison IAQ company, we are committed to our mission of making the world safer, healthier, and more productive. Our mission, alongside our core values of trust, bias for action, and an entrepreneurial spirit are what enables us to build something truly remarkable that will long outlast us.
Supervise, mentor, and develop the technical service desk team.
Ensure the team is focusing on high quality technical support while increasing client satisfaction.
Manage, maintain, and oversee day-to-day operations regarding proper ticketing procedures (assign & monitor tickets), reporting and technical support via phone.
Work with Senior Engineers to resolve complex issues timely.
Document problem solutions to create a knowledge base for future reference.
Establish service performance metrics, monitor to ensure IT consistently achieves service goals, and provides daily, weekly, and monthly management reports.
Identify staff training needs and coordinate training delivery.
Stay current with the latest technologies.
Stay current on developments within the IT industry and provide recommendations on ways to optimize speed, reduce cost, etc.
Hire, develop, and retain high-performing, effective, and diverse teams.
Maintains a knowledge base enabling support technicians to quickly find solutions to service requests.
Requires ability to respond to emergency issues during off hours when needed.
Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end users regarding pertinent IT activities.
Deliver frontline technical support for employees (office, salaried/hourly/production, manufacturing plants)
Foster positive end-user relationships and drive customer satisfaction.
Promote continuous improvement of Tiers 1, 2, & 3 support, desktop administration, and general systems monitoring.
Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s).
Establish and implement ITIL standards.
Successful delivery of services supporting the business both on time and within budget through proactive team management and leadership.
Escalation and resolution of software issues to the information systems/development team
Escalation and resolution of third-party software/systems issues by the support team
Define team goals and lead staff to achieving desired results, and while being accountable for team performance.
Technical Skills Required:
Solid technical background with Windows server infrastructure including experience with on premise Active Directory, Azure Active Directory, Office 365, business application, IAM, VMWare, Citrix, Dell/Cisco/HPE Servers, Azure Cloud, AWS Cloud, Microsoft Intune/Endpoint Manager/Autopilot/RMM tools, Cisco Networks, Cisco Meraki, Wireless, VPN and Security tools.
Help desk Support experience in Windows experience with performing desktop builds, fixes, repair, software installs & upgrades.
Proficiency in ticketing systems such as FreshService/FreshDesk, or similar tools.
Experience in application support, in addition to infrastructure support.
Knowledge of ITSM platforms and appropriate workflow methodology.
MSCA, MCSE, MCITP, CCNA is a plus.
Management Experience and Requirements:
5+ years of management experience managing a team size of at least 15 across a global team.
Strong background in IT service delivery with a proven track record of ability to meet business requirements.
Strong verbal and written communication, management, and customer service skills with a broad base of technical and non-technical audiences including project teams and multiple management layers.
Ability to develop and recommend strategic and tactical plans for the delivery of technical services.
Ability to foster teamwork.
Ability to travel to manufacturing locations. ~ 15% Travel
Minimum Experience:
10 years + of Technical IT Experience (Required)
IT Service Desk or Customer Service Related: 5 years (Required)
Work Location:
O’Fallon MO (25 Mi West of St. Louis)
Compensation : 10% bonus plan eligibility and base compensation range of $90k – $130k annually dépendent on expérience.
Nortek offers a comprehensive compensation and benefits package. To learn more about NGH, please visit our company website at http://www.nortekhvac.com/.
Nortek is an equal opportunity employer and does not unlawfully discriminate against any applicant on the basis of race, color, religion, sex national origin, age disability, sexual orientation, or any other class protected by federal or state law.