Service Desk Manager

A Service Desk Manager is responsible for managing the first- and second-line technical support for all departmental IT applications and services across sites, including end-user computing. This includes multi-function devices and specialized IT equipment.

Responsibilities:

• Asset and configuration management. Conduct life-cycle management for assets including hardware, software, intellectual property, licenses and warranties. You know how to manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. Improve investment decisions and capitalize on opportunities. Comply with international standards for asset management. Document information relating to assets including identification, classification and specification of all items, and information related to storage, access, versions, etc.

• Continual service improvement. Identify and explore opportunities for service and business improvement. You know how to drive analysis and identify, prioritize and implement improvements and efficiencies, ensuring that the organization derives maximum value from services This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.

• Customer service management. Manage customer service functions, including responding to issue reports, information requests, and access. You can use the results of customer satisfaction measurements to improve services. Build and maintain a successful relationship with customers.

• Ownership and initiative. Take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. Take full accountability for actions taken and decisions made.

• Service focus. Maintain focus on the whole life of service delivery: from designing to developing to delivering and operating. Ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.

• Technical understanding. This knowledge underpins your ability to deliver the responsibilities and tasks for the role and ensures that you can apply the breadth and depth of technical knowledge you need. Stay abreast of industry developments to make cost-effective use of new and emerging tools and technologies.

• User focus. Understand users and can identify who they are and what their needs are, based on evidence.

Skills Required:

• Associate Degree in Computer Science or related degree preferred. Equivalent work experience will be considered in lieu of a degree.

• 2+ years working in a 24x7x365 production environment supporting corporate and data center systems.

• Effectively managing, developing, and training the service desk team. Preferably a minimum of 1-2 years experience in a supervisory position.

• The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.

• A thorough understanding of the strategic vision for the service desk and the ability to set the direction of the team.

• Prior experience in the financial services or payments industry and familiarity with PCI Data Security Standards a plus.

• As provided in NetSpend's Background Check policy, eligible candidates may be subject to drug, criminal history, and credit checks, which will be conducted and used in accordance with applicable local, state, and federal laws.