Job Information
Cannon Design Service Desk Manager in Buffalo, New York
If you think your skills, experience and aspirations make you a good match for this position, we encourage you to apply. This position may be filled anywhere in the United States. Preference may be given to candidates that can work in one of the CannonDesign locations.
ABOUT THE ROLE
We are looking for an experienced IT Service Desk Manager to join our team. The successful candidate will be responsible for managing the IT service desk, providing technical support to end users, and ensuring the highest level of customer service to CannonDesign's over 1,200 users based in United States, Canada and India. Experience building an ITIL framework-based service desk is a plus.
HERE'S WHAT YOU'LL DO
- Manage the IT service desk, including escalated customer inquiries.
- Ensure the highest level of customer service is provided to all customers.
- Monitor and analyze service desk performance and customer satisfaction.
- Develop and implement service desk policies and procedures.
- Establish and refine Service Level Agreements (SLA) for various problem severity levels.
- Establish and report performance metrics to measure effectiveness and productivity.
- Analyze patterns and proactively address recurring problems with other teams.
- Organize knowledge bases for internal team members and customers to address common questions.
- Hire, train and mentor service desk staff as needed.
- Select and optimize service desk ticket system platform.
- Monitor and maintain IT service desk systems and tools.
- Organize and own endpoint asset management for IT hardware throughout the firm.
- Ensure compliance with ITIL best practices.
- Develop and maintain relationships with vendors and other IT teams.
HERE'S WHAT YOU'LL NEED
- Minimum of 10 years related experience required which includes a minimum of 2 years of experience in IT service desk management.
- Bachelor degree in Computer Science, Information Technology, or related field preferred.
- Excellent customer service and communication skills.
- Knowledge of IT service desk systems and tools.
- Ability to work independently and as part of a team.
- ITIL foundation certification is a plus.
- Ability to travel within United States up to 10% as needed.
The salary range for this position is $84,600 to $108,000 annually. This salary range is the range we believe is the anticipated range of possible base compensation at the timing of the posting. We may ultimately pay more or less than the anticipated salary range for the position. Employees may be eligible for discretionary bonuses. We offer a full benefit package including medical, dental and vision coverage and flexible spending account options and voluntary insurances. We have paid time off, flex-time schedules, remote work options and a 401k plan and employee perk programs. For a general overview of our benefits, please visit our careers page at https://www.cannondesign.com/careers/benefits. Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
ABOUT OUR FIRM
We're a design solutions firm that awakens opportunities for impact. Whether creating building solutions, strategic transformations, new experiences or new operational models, we help clients achieve mountain-sized ambitions. Our Living-Centered Design ethos inspires us to go bigger and do better-for people, businesses, society and the planet. In 2021, 2019 and 2017, Fast Company named us one of the 10 most innovative design firms in the world.
ABOUT WORKING HERE
- We are relentless in our pursuit of client adoration (not simply satisfaction). Consistent delivery of the best service is what we are about.
- We are committed to ensuring our practice is equitable for all employees, representative of the communities around us - and focused on the future of design. We advocate for equity, diversity, and inclusion efforts through the leadership of our DEI Council, Employee Resource Groups and other community advocacy initiatives.
- We're about communication and transparency here. If you want to talk to someone about an idea you have, or a challenge that needs addressing, we're ready for you.
Please note that candidates can only apply to our positions on our company Careers site. It's not uncommon for scammers to create positions that look legitimate on other sites; never enter your information or apply for CannonDesign positions on any platform. Should an issue arise that you feel we should be aware of, please contact us. Please provide your resume and portfolio when applying.
As a condition of employment, all employees are expected to complete mandatory training, including compliance training, within required timeframes and adhere to our internal policies and our Code of Conduct.
CannonDesign is an Equal Opportunity Employer. CannonDesign is committed to maintaining a work environment that is free from any and all forms of unlawful discrimination and harassment. It is therefore the firm's policy to prohibit discrimination and harassment against any applicant, CannonDesign employee, vendor, contractor, or client on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law. It is also CannonDesign's policy to prohibit any and all forms of retaliation against any individual who has complained of harassing or discriminatory conduct, or participated in a firm or agency investigation into such complaints.
CannonDesign recognizes the value of diversity in our workforce. We are committed to equal opportunity. We consider all qualified employment applicants without regard to race, religion, color, gender, age, national origin, sexual orientation, gender identity, partnership status, protected veteran status, disability, or any other status protected by federal, state, or local law. Individuals who hold legal work authorization applicable to employment at CannonDesign in the United States will be considered without regard to citizenship/alienage.
Minimum Salary: 31200.00 Maximum Salary: 31200.00 Salary Unit: Yearly