Job Description
| IT SERVICE DESK MANAGER WHO WE ARE Revolutionizing the foodservice industry Restaurant Technologies Inc (RTI) is the developer distributor and service provider of the foodservice industrys leading automated solution for storing handling and disposing of frying oil Our solution is environmentally sound eliminating handling concerns RTIs innovative solution has revolutionized foodservice safety and operations by eliminating the previous hazards and inconvenience of handling frying oil with our closed loop system RTI partners with biodiesel refiners to supply our used cooking oil as feedstock for sustainable energy Headquartered in suburban Minneapolis Minnesota with a growing number of depot sites strategically located across the US RTI is a growing company serving over 17000 customer sites in over 42 metropolitan markets OUR CUSTOMERS We serve the leaders in the foodservice industry which include ndash McDonalds Jack in the Box Wendys Burger King Albertsons White Castle KFC Carrabbas Applebees Chilis and leading independent restaurants SUMMARY The IT Service Desk Managerrsquos role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance This includes the responsibility of managing all procedures related to identification prioritization and resolution of incidents including the monitoring tracking and coordination of Service Desk functions Position will lead a team of 78 that provide 24x7 support handling approximately 8001000 incidentsrequests per month ESSENTIAL DUTIES AND RESPONSIBILITIES include the following Other duties may be assigned Plan design and analyze RTIrsquos service desk according to best practices while ensuring high levels of customer service quality and availability Develop implement and oversee policies and procedures to ensure consistent service levels and quick resolutions Responsible for staffing capacity planning service process design performance analysis and developing proactive resolution plans Contribute to escalated problem resolution by giving inperson handson support to end users when necessary Develop policies and procedures that outline how problems are identified documented assigned and corrected and develop and enforce request handling and escalation policies and procedures 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 Plan and conduct performance appraisals of Service Desk staff administer disciplinary action raises bonuses and promotions when necessary Prepare budget proposals and operational expenditure statements Collaborate with other departments to identify andor procure Service Desk software for internal staff and external clients Conduct research on emerging products services protocols and standards in support of service desk technology procurement and development efforts Liaise with vendors for the procurement of new systems technologies oversee installation and resolve adaptation issues Train coach and mentor Service Desk Technicians and other junior staff and ensure appropriate training initiatives for new and existing staff Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations Identify recommend develop and implement end user training programs to increase computer literacy and selfsufficiency Oversee development and communication of help sheets usage guides and FAQs for end users Attend training seminars conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies Oversee the development implementation and administration of service desk staff training procedures and policies Attend Change Advisor Board (CAB) meetings Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes Desired Skills Experience EDUCATION AND EXPERIENCE REQUIRED College diploma or university degree in the field of computer science andor 5 years equivalent work experience Certification in ITIL HDI or associated learningrsquos Extensive knowledge of computer hardware including Working knowledge of a range of diagnostic utilities and experience with desktop and server operating systems including Windows 7 and XP Familiarity with the advanced principles of ITIL Incident Problem Change and Request Proven track record of developing and providing SLAs and Service Desk deliverables Demonstrated progressive experience in the management of a technical support team Ability to motivate and direct staff members and subordinates Strong customer service orientation Proven analytical and problemsolving abilities Ability to effectively prioritize and execute tasks in a highpressure environment Good written oral and interpersonal communication skills Exceptional interpersonal skills with a focus on listening and questioning skills Ability to conduct research into issues and products as required Ability to present ideas in businessfriendly and userfriendly language Keen attention to detail Teamoriented and skilled in working within a collaborative environment Must be flexible and be able to work a 40 hour onsite work week with on call availability Some travel may be required COMPENSATION Base salary + Bonus potential 3 weeks PTO 6 Holidays4 Float Medical Dental Vision 401k Life STDLTD Flex Spending Tuition Reimbursement To protect our employees and customers and provide a safe and healthy work environment new hires are required to successfully complete a Criminal Background Check Motor Vehicles Records DOT Physical Exam (DOT employees only) and PreHire Drug Screen Exam RTI Inc is an Equal Opportunity Employer MFDV Company Description Revolutionizing the foodservice industry Restaurant Technologies Inc (RTI) is the developer distributor and service provider of the foodservice industrys leading automated solution for storing handling and disposing of frying oil RTIs innovative Total Oil Management solution has revolutionized foodservice safety and operations by eliminating the previous hazards and inconvenience of handling frying oil RTI Data Management gives you enhanced visibility and measurement through performance dashboards continually updated with data collected from equipment and other points in your operations Headquartered in suburban Minneapolis Minnesota with a growing number of depot sites strategically located across the US RTI is a growing company serving over 18000 customer sites in over 42 metropolitan markets Our customers are leaders in the foodservice industry which include ndash McDonalds Jack In the Box Wendys Burger King Albertsons White Castle KFC Carrabbas Applebees and Chilis Service Throughout the US bull Depots ndash 40 bull Coverage ndash 82 of metro population across the US bull Customers ndash 17000+ |
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