IT Service Desk Manager

Division/Department: Information Technology (IT)/Administration Location: Fond du Lac Reservation - Onsite Reports To: Director of Information Technology Probationary Period: 6 months FLSA Status: Exempt (salary) Classification: Child Related CB Driver's License: Level 1 - Driver's License Required. Rate of Pay: Depends on Qualifications Valid Driver's License issued in the US is required. Bachelor's degree in Information Technology; or 4 years of experience in the IT field is required; or a combination of education and experience is required. Two years of proven experience in managing Schedules, workloads, and performance in a customerfocused environment is required. Strong understanding of IT service management concepts (incident management, service levels, escalation, reporting) is required. Familiar with standard concepts, practices, and procedures within technical support field is required. Familiarity with ITSM tools, ticketing systems, knowledge bases, and reporting dashboards is required. A working knowledge of computer applications to include word processing, databased and/or data entry, spreadsheets, and Microsoft Outlook is required. Demonstrated experience with and remote-control software is required. Solid technical background with an ability to give instructions to a non-technical audience is required. A certain degree of creativity and latitude is required. Experience supporting enterprise environments, healthcare systems, or regulated industries is preferred. Ability to obtain a gaming identification badge to work in and around Casino property and facilities. Position requires on call availability and does require after or before hours for communication with Technical Support Specialist team. Ability to communicate effectively orally and in writing is required. Ability to work independently and establish priorities is required. Attention to detail and accuracy is required. Ability to establish professional and harmonious working relationships on all projects and with all parties involved. Subject to drug and alcohol testing in accordance with the Fond du Lac Reservation's Personnel Policies. Subject to pre-employment and annual background checks. Subject to immunization review and submitted proof of required vaccinations. Travel is required. PHYSICAL REQUIREMENTS: Moderate levels of agility and physical ability required. Provide direct leadership and management of the Technical Support Specialist team, including hiring, training, coaching, scheduling, and performance management. Establish clear performance expectations and conduct regular employee evaluations, development plans, and corrective actions, as necessary. Foster a positive, professional, and customerfocused service culture aligned with Fond du Lac Band values and policies. Oversee all Service Desk functions including incident management, service request fulfillment, and escalation management. Ensure timely resolution of issues and adherence to defined service standards, response times, and customer satisfaction goals. Develop, maintain, and enforce Service Desk policies, procedures, and standards consistent with IT governance, security, and compliance requirements. Continuously assess and improve workflows, documentation, and service delivery processes to improve efficiency and effectiveness. Define, track, and report key performance indicators (KPIs) such as ticket volumes, resolution times, backlog, customer satisfaction, and productivity. Prepare and present weekly, monthly, quarterly, and yearly management reports to IT leadership and other stakeholders. Use data and metrics to inform staffing decisions, process improvements, and budget planning. Serve as a primary point of contact for department leadership regarding IT Service Desk Issues, trends, and improvement opportunities. Communicate professionally with internal and external customers regarding service expectations, outages, and resolutions. Appropriate work attire is required. Must attend all mandatory department trainings. Ensures confidentiality of financial records and all records for employees and/or clients. Displays a responsive and professional manner in promptly responding to all requests, complaints, and problems. Recognizes that each employee is a representative of the Fond du Lac Band of Lake Superior Chippewa and is responsible for demonstrating courtesy, respect, and sensitivity to the needs of all others, including visitors and co-workers. Represents the Fond du Lac Band of Lake Superior Chippewa and the department in a positive and professional manner in the community. Required to maintain proper attendance including reporting to work on time in accordance with applicable policies. Maintains a clean and organized work area. Due to changes and modifications in the job from time to time, employees are required to be flexible and assume other responsibilities assigned by management as deemed necessary.