Service Desk Manager

The Role

This is a remote position, but Chicagoland area candidates are preferred. Service Desk Analysts operate in a 12x7x365 model across all US time zones, so the role requires night and weekend support as needed.

Responsibilities

• Lead and manage the IT Service Desk team, ensuring timely and effective resolution of IT support requests.

• Develop and implement SLAs and KPIs to measure and improve support efficiency.

• Provide coaching, training and mentorship to Service Desk staff to enhance their technical and customer service skills.

• Oversee ticketing system management, ensuring proper categorization, prioritization and escalation of incidents.

• Implement knowledge management strategies, including self-service resources, to enhance end-user support.

• Define, implement and continuously improve IT service management processes based on ITIL frameworks.

• Ensure high-quality IT services are delivered consistently across the organization.

• Monitor service performance and identify areas for improvement to enhance end-user satisfaction.

• Collaborate with IT leadership to align service delivery with business objectives and technology roadmaps.

• Manage IT service incidents, problems and changes to minimize disruption to business operations.

• Develop and enforce IT policies and procedures related to service desk operations and service delivery.

• Lead IT audits and risk assessments related to service support functions.

• Ensure the end-to-end customer experience, acting as a single point-of-contact for escalated issues.

• Monitor and respond to issues via our Service Desk ticketing system.

• Proactively and reactively address alerts from our system monitoring platform.

• Communicate effectively during outages and priority incidents, ensuring stakeholders are informed and updated.

• Mentor and train junior IT Service Desk Analysts, sharing knowledge and best practices.

• Occasionally visit retail stores and grow/manufacturing facilities for general maintenance and incident response.

• Support overall information systems planning, implementation and administration in a variety of IT functional areas.

• Follow internal procedures and guidelines to troubleshoot and resolve IT issues across different systems and technologies, including hardware, software and networks.

Qualifications

• 4+ years of experience in IT service management, with at least 2 years in a leadership role.

• Strong knowledge of ITIL frameworks; ITIL certification (Foundation or higher) is preferred.

• Experience with IT Service Management platforms.

• Strong leadership, team management and customer service skills.

• Excellent problem-solving abilities and a proactive approach to IT service improvement.

• Experience managing vendors, contracts, and SLAs.

• Excellent judgment and the ability to operate with little oversight.

• Resourceful and responsive to employee's needs, with excellent communication skills, both written and verbal.

Additional Requirements

• Bachelor's degree in information technology, Computer Science or a related field (or equivalent experience).
• Must pass any and all required background checks
• Must be and remain compliant with all legal or company regulations for working in the industry
• Must possess valid driver's license
• Must be a minimum of 21 years of age

Calling all curious, collaborative, compassionate, boundary-pushing, trustworthy stewards: There’s a place for you.

People are everything at Green Thumb. Some of us nurture plants while others pore over legal documents or open new stores. A few things we have in common? We’re stewards of the plant, a happy and humble bunch and genuinely love what we do.