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Manager-Technologies - Service Desk

Information Technology
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The IT Manager provides operational leadership and direction to deliver optimized services and support for assigned infrastructure functions, including:
• Oversees the delivery of help desk support, to meet a broad variety of user issues and needs in a timely fashion
• Leads department-wide Incident and Service Request management processes, ensuring consistency and effectiveness of customer service delivery
• Ensure team is properly following escalation procedures and serving client as effectively as possible
• Implements an effective Problem Management process to identify trends and reduce overall work demand
• Implements Continuous Improvement process to support the business effectively and efficiently
This is a leadership position responsible for managing the overall growth and development of 15-30 IT professionals and enhancing departmental execution capability and talent pipeline



Operational Support & Service Management (40%)
  1.  Provide repeatable, stable, available and operationally effective services and solutions
  2. 24X7 operation of IT support services, designed to serve ~400 terminals and facility locations
  3. Provide resource alignment to deliver 24x7 service desk support, including on-call schedules and ensure proper escalation of major incidents
  4. Train, coach and mentor Service Desk staff, driving knowledge and first call resolution improvements 
  5. Identify and establish best practices through the entire technical support process
  6. Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and dashboards as needed
  7. Develop and drive improvements from operational KPI’s (service metrics including utilization, availability, costs, etc.)
  8. Work to make Service Desk the go-to place for customers, providing the single source of truth and most efficient service delivery channel for IT
  9. Monitor and manage phone queue (participating in escalated calls as needed), identify demand trends and ensure staffing levels meet customer needs
  10. Ensure the process for communicating P3/P4 enterprise outage activities to the organization is effective.
  11. Manages and coordinates urgent and complicated support issues
  12. Follow/learn the Kaizen continuous improvement methodology to spot and resolve common trends and underlying problems. Drive team adoption of Kaizen methodology
  13. Monitors ticket trends to identify issues and help provide reliable services and solutions
  14. Surface and identify repeat Problems or service challenges. Craft and drive permanent resolution and improvement plans to close gaps
  15. Develop and drive improvements from operational and solution health metrics
  16. Seek customer feedback regularly to ensure services and support are efficient and effective; review survey feedback to improve services, tools and support experience

Develop & Drive Strategy (15%)
  1. Maintain current understanding of emerging process improvements and technologies aligned to business needs 
  2. Partner with key stakeholders to develop the service roadmap for areas of responsibility, identify and recommend new solutions to meet priority business needs
  3. Identify long and short-range projects/plans to drive improvements in areas of assigned responsibility; partner with IT leadership to align on key strategies and priorities 

Deliver Reliable Solutions & Technology (15%)
  1. Provide input into the lifecycle management of solutions from selection to implementation to currency upgrades and/or sunset/termination backed by support metrics
  2. Drive projects and goals/objectives in a planful and organized manner, ensuing quality and timely delivery within approved budget
  3. Provide clear communication on approach, status, issues and risks on a regular basis to manage stakeholder expectations
  4. Develop relationships with key vendors and create cost-efficient and support development of comprehensive contracts that protect YRCW

Financial & Performance Management (30%)
  1. Drive the growth, development and overall performance improvement of the department
  2. Lead and grow a high-performance team by selecting high potential talent, training, coaching and providing developmental assignments. 
  3. Participate in annual financial budgeting/planning processes. 
  4. Manage actuals to budget and timely communication of budget exceptions and assist with development of plans to close gaps
  5. Human resource management including interviewing, hiring new employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; career development


Adaptability - Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful.
Building Trusting Relationships - Using appropriate interpersonal styles to establish effective relationships with customers and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in one’s intentions.
Collaborating - Working cooperatively with others to help a team or work group achieve its goals.
Communication - Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that help them understand and retain the message; listening actively to others.
Continuous Learning - Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.
Initiating Action - Taking prompt action to accomplish work goals; taking action to achieve results beyond what is required; being proactive.
Work Standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.


  1. Bachelor's Degree in Information Technology or equivalent work experience. 
  2. 5-10 years IT support related experience; demonstrated leadership (team lead, project management, etc.)
  3. Team development and performance management skills
  4. Experience managing projects
  5. Specific technology, solution and process expertise 
  6. Experience with supporting cloud solutions and managed services
  7. Dep understanding of ITIL model or similar framework for IT service delivery
  8. IT vendor management experience
  9. Excellent verbal and written communication skills



  1. Specific technology certifications (HDI Support Manager)
  2. Experience managing teams of 10-20+ IT resources
  3. Proven leadership experience in related fields, including Infrastructure and/or Solution Development
  4. ITIL Certification or experience with using framework for IT Service Delivery 
  5. Freight and Logistics industry experience
  6. MBA or advanced degree in related field


YRC Worldwide is an Equal Opportunity/Affirmative Action Employer
Minorities/Females/Persons with Disabilities/Protected Veterans

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