Worker Type

Regular

Job Description

 

Summary

The primary role of the Manager, Service Desk is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Manager, Service Desk is also responsible for planning, designing, and analyzing the organization’s Service Desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.  

Position Responsibilities

• Develop AeroVironment Global Service Desk strategy and communicate to AV Leadership on Services, end user technologies, and team development  
• Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes
• Develop policies and procedures that outline how problems are identified, documented, assigned, and corrected  
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
• Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses and promotions when necessary
• Prepare budget proposals and operational expenditure statements
• Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients
• Conduct research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts
• Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues
• Ensure appropriate training initiatives for new and existing staff
• Purchasing and deployment tasks
• Manage a global team
• Manage the processing of all Service Desk Incidents and Requests through ticketing systems and ensure courteous, timely and effective resolution of end user issues
• Develop and enforce request handling and escalation policies and procedures  
• Track and analyze trends in Help Desk requests and generate statistical reports  
• Assess need for any ticketing system reconfigurations (minor or significant) based on request trends and make recommendations  
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency
• Oversee development and communication of help sheets, usage guides and FAQs for end users  
• Oversee the development, implementation and administration of service desk staff training procedures and policies  
• Train, coach and mentor Service Desk Technicians and other junior staff  
• Manage the overall desk activities of staff  
• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary
• Attend Change Advisor Board (CAB) meeting.  
• Monitor incident trends and anticipate potential problems for proactive resolution

Basic Qualifications (Required Skills & Experience)

• Bachelor’s degree in the field of Information Technology Management or related or equivalent combination of education, training, and experience
• Minimum of 7+ years’ experience managing a Service Desk Organization including budgetary responsibilities
• Minimum of 3 years in a managerial / supervisory role
• 5-7 years’ experience with desktop and server operating systems, including Window, IOS, MACOS, LINUX  
• Extensive application support experience with Service Desk / ticketing platform 
• Extensive knowledge of computer hardware, including VMware workspace One, Ivanti EPM, Engineering software 
• Proven track record of developing and providing SLAs and Service Desk deliverables.  
• Demonstrated progressive experience in the management of a technical support team
• 40-hour on-site work week with on-call availability when required 

Other Qualifications & Desired Competencies

• 7 years of Global Service desk experience preferred
• Occasionally may be required to travel within the Continental U.S.
• Certification in ITIL is a plus 
• Familiarity with the advanced principles of ITIL, & Cobit  
• Solid relationship management and performance management skills
• Ability to motivate and direct staff members and subordinates
• Strong customer service orientation  
• Proven analytical and problem-solving abilities with strong attention for detail
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Good written, oral, and interpersonal communication skills 
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Ability to present ideas in business-friendly and user-friendly language  
• Highly self-motivated and directed
• Team-oriented and skilled in working within a collaborative environment 

Physical Demands

• Required to sit and stand for long periods; talk, hear, and use hands and fingers to operate a computer and telephone keyboard
• Must be able to lift up to 30 pounds (items such as computers and peripherals)

The salary range for this role is:

$97,680 - $138,600

AeroVironment considers several factors when extending an offer, including but not limited to, the location, the role and associated responsibilities, a candidate’s work experience, education/training, and key skills.

ITAR Requirement:

This position requires access to information that is subject to compliance with the International Traffic Arms Regulations (“ITAR”) and/or the Export Administration Regulations (“EAR”). In order to comply with the requirements of the ITAR and/or the EAR, applicants must qualify as a U.S. person under the ITAR and the EAR, or a person to be approved for an export license by the governing agency whose technology comes under its jurisdiction. Please understand that any job offer that requires approval of an export license will be conditional on AeroVironment’s determination that it will be able to obtain an export license in a time frame consistent with AeroVironment’s business requirements. A “U.S. person” according to the ITAR definition is a U.S. citizen, U.S. lawful permanent resident (green card holder), or protected individual such as a refugee or asylee. See 22 CFR § 120.15. Some positions will require current U.S. Citizenship due to contract requirements.

Benefits:  AV offers an excellent benefits package including medical, dental vision, 401K with company matching, a 9/80 work schedule and a paid holiday shutdown.  For more information about our company benefit offerings please visit:  http://www.avinc.com/myavbenefits.

We also encourage you to review our company website at http://www.avinc.com to learn more about us.

Principals only need apply.  NO agencies please.

Who We Are

Based in California, AeroVironment (AVAV) is a global leader in unmanned aircraft systems (UAS) and tactical missile systems. Founded in 1971 by celebrated physicist and engineer, Dr. Paul MacCready, we’ve been at the leading edge of technical innovation for more than 45 years. Be a part of the team that developed the world’s most widely used military drones and created the first submarine-launched reconnaissance drone, and has seven innovative vehicles that are part of the Smithsonian Institution’s permanent collection in Washington, DC.

Join us today in developing the next generation of small UAS and tactical missile systems that will deliver more actionable intelligence to our customers so they can proceed with certainty – and succeed.

What We Do

Building on a history of technological innovation, AeroVironment designs, develops, produces, and supports an advanced portfolio of unmanned aircraft systems (UAS) and tactical missile systems.  Agencies of the U.S. Department of Defense and allied military services use the company’s hand-launched UAS to provide situational awareness to tactical operating units through real-time, airborne reconnaissance, surveillance, and target acquisition.

We are proud to be an EEO/AA Equal Opportunity Employer, including disability/veterans. AeroVironment, Inc. is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Qualified applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, protected veteran status, genetic data, sexual orientation, gender identity or other legally protected status.

ITAR

U.S. Citizenship required