Job Title: IT Service Desk Manager ADP Job Code: DETERMINED BY HR Department: IT Reports to: Director, Infrastructure & Service Desk FLSA Status: Exempt (Salaried) Grade: Choose an item. Salary Band: Leadership Updated: April, 2025 Summary APCO Holdings is seeking a highly motivated and customer service-oriented IT Service Desk Manager to lead our service desk team in delivering exceptional technical support. This role demands a proactive leader who thrives on improving customer satisfaction, streamlining service delivery, and cultivating a positive support experience. The ideal candidate combines deep IT knowledge with a passion for customer care. Essential Duties and Responsibilities * Lead and manage a team of service desk analysts and technicians, ensuring high performance, accountability, and continuous professional development. * Act as the primary escalation point for service desk issues, driving timely and empathetic resolution. * Foster a customer-first culture by ensuring every interaction reflects professionalism, patience, and empathy. * Monitor and improve service level objectives, including but not limited to acknowledgment time, resolution time, ticket aging, and overall customer satisfaction. * Develop and implement processes and KPIs to measure and enhance team performance. * Ensure efficient ticketing system usage (e.g., Jira) and maintain accurate documentation. * Work cross-functionally with IT, security, infrastructure, and application teams to resolve issues and implement new services. * Create training plans and resources to enhance end-user knowledge and self-service capabilities. * Conduct regular service reviews, reporting on trends, gaps, and improvement opportunities. * Manage onboarding/offboarding processes from a service desk perspective. * Stay current on industry best practices in IT service management and customer experience. Education and Experience * 5+ years of experience in IT support, including 3+ years in a managerial or supervisory role in companies that are > 250 users. * Strong leadership skills with a customer-centric mindset. * Proven ability to drive team performance and exceed service expectations. * Outstanding interpersonal, communication, and conflict resolution skills. * Experience with ITSM tools (e.g., Jira Service Management). * ITIL Foundation certification (preferred); advanced ITIL certifications a plus. * Technical proficiency across a range of enterprise technologies, including Windows/Mac, Active Directory, Office 365, and networking basics. * Automotive F&I experience a plus. * Demonstrated success in fostering a collaborative and high-performing team environment, ensuring alignment with organizational goals, and driving continuous improvement. * Expert understanding of business structures and interrelationships. Skills * Customer-Centric Focus: Proven ability to prioritize dealer, lender, and customer satisfaction by understanding and meeting stakeholder needs inside and outside the organization. * Leadership and Team Building: Passionate about coaching and mentoring to develop high-performing, customer-focused teams. Excellent leadership, interpersonal, and communication skills. * Problem-Solving and Decision-Making: Strong analytical skills for identifying root causes, systemic issues, and alternative courses of action. Demonstrated ability to make sound decisions in ambiguous or unfavorable conditions. * Process Improvement and Innovation: Demonstrable experience managing to SLOs and SLAs, implementing process improvements, and mobilizing innovative ideas into actionable results. * Adaptability and Resilience: Demonstrable experience in fast-paced, high-demand environments with the ability to manage multiple tasks of varying complexity and ambiguity simultaneously. Adaptive thinker with grit and perseverance in challenging situations. * Critical Thinking and Creativity: Collaborative, process-oriented, and creative mindset for driving solutions effectively. * Communication Expertise: Outstanding verbal and written communication skills for conveying complex technical topics clearly, concisely, and professionally. * Intrinsic Motivation: Self-driven with the ability to work independently without requiring constant supervision. Physical Demands While performing the duties of this job, the employee is regularly required to type and look at a computer screen for long periods of the day. Occasional travel, including overnight, will be required, up to 40%. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. Note This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Employee signature below constitutes employee's understanding of the responsibilities and the job qualifications of the position. Employee__________________________________ Date_____________ Automobile Protection Corporation (APCO) is a Drug Free Workplace as well as an Equal Opportunity Employer. Qualified applicants shall be considered for all positions without regard to race, color, sex, religion, national origin, age, disability, veteran status, or any other status protected by federal, state, or local law.