Manager, IT Service Desk
Callaway Golf is the leading manufacturer of premium golf clubs, balls, performance gear and accessories worldwide. Through an unwavering commitment to innovation, we push the limits of performance and create demonstrably superior products designed to make every golfer a better golfer.
Job Overview
The Manager, IT Service Desk is responsible for providing efficient, timely, and high-quality support to end-users of Topgolf Callaway Brands information systems through the leadership of the Service Desk and Desk Side teams. These teams handle issues across a wide variety of systems and services that include critical functions like security, availability, and productivity. This role is also responsible for mentoring, managing, and elevating the skillset of the analysts on the teams while developing long term strategies to optimize performance, thus improving the customer support experience.
Key Responsibilities
This position has three primary areas of responsibility :
- Management, leadership, and mentorship of the IT service desk and deskside teams
- Create and track metrics to evaluate performance and drive the teams to exceed defined SLAs
- Builds close relationships with business leaders and stakeholders to foster a true partnership with the business
Roles and Responsibilities
Lead, manage and direct the overall IT service desk and deskside teamsMonitor and drive the IT support desk team's efficiency and quality of work through KPIs / metricsProvide visibility, collaboration, and KPIs / metrics to business leaders and senior IT managementPrioritize resources and projects in support of business values and key business objectivesMentor the IT teams to foster growth and provide continuous development of the teamsAct as a business liaison by listening, understanding, and connecting with business leadersFosters empathy and understanding with the business, creating an improved support team perceptionConsistently demonstrate professional and superior customer service and interpersonal skillsLead weekly ticket review meetings and follow-up on outstanding service incidentsCooperate with internal and external partners as needed to provide for exceptional daily IT supportAct as an active change agent within the organization, challenging the team to improve and excelIdentify and resolve inefficiencies and issues in processes and tools used for IT supportDefine roles and responsibilities for members of the support ecosystem, including users and service ownersAdjust processes and timelines to ensure high quality technical support is consistently deliveredProvide great communication and promptly respond to user inquires, escalations and requestsInvestigate and integrate new technologies and automation to improve overall service deliveryProvide technical support and trouble resolution of escalated incoming tickets for tiers L2 / L3Update existing documentation as needed, create standard operating procedures and support KBsPartner with third-party hardware, software, or support vendors as needed to resolve technical incidentsReview all escalated tickets to ensure an exceptional level of support to our user communityManage tickets via the Jira support dashboard to ensure that SLAs and deadlines are metMaintain and enhance knowledge of our business and industryPerform all other duties as assigned by the Manager or DirectorTechnical Competencies (Knowledge, Skills & Abilities)
Highly proficient in Microsoft Windows 10 and 11 desktop OS, Microsoft Office 365 and IntuneProficient in Mac / OS X and iOS operating systems, devices and servicesProficient with Active Directory, Azure AD and Microsoft Windows on-prem domainsWorking knowledge of scripting (PowerShell / VB Script / Bash / Python, etc.)Able to install, setup, configure, troubleshoot, and optimize basic to complex systems and componentsAbility to lead, manage, and mentor multiple teamsAbility to work effectively and collaboratively with cross-functional teams and stakeholdersStrong written and verbal communication skills plus acute customer service skillsWorking knowledge of Microsoft network enterprise system computer environmentsWorking knowledge of ERP technologies and platforms SAP preferredAble to recognize, understand, and troubleshoot system performance warnings, alerts, and errorsWorking knowledge of Jira Service Management or other relevant ticketing systemAbility to work well under pressure and in a fast-paced, results-oriented, team environmentStrong organizational skills, punctuality, and the ability to prioritize multiple tasks effectivelyStrong logic, problem-solving, math and project management skills along with specific attention to detailEducation and Experience
Bachelor's degree in information technology or equivalent technical training and experience preferredMinimum of 7 years' corporate experience in related Help Desk management or supervisory rolesMinimum 3 years' managing an IT team providing delivery and day-to-day end user support