Wilco Careers Career Roles Information Systems Service Desk Manager

Service Desk Manager

Supervises the day-to-day operations of the Service Desk. Identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures and ensures service levels are maintained.

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Reports To

Director of IS

Supervises

Automation EngineerService Desk TechnicianService Desk Technician IIService Desk Support Specialist

Employment Type

Full-time

Remote Eligible

Experience Preferred

2 to 5 years

Pay Grade

Manager Level

Benefits Eligible

Category

Information Systems

Business Type

Central Office

Skills

Action-Oriented and InitiativeApproachabilityBroad PerspectiveBuilding Effective TeamsBusiness AcumenCompassionate and Direct LeadershipComposureConflict ManagementCustomer FocusDecision MakingDeveloping Direct ReportsEnsures AccountabilityHiring and StaffingInterpersonal SavvyListeningManaging DiversityMotivating OthersOptimizes Work ProcessPerseverancePlans and Aligns WorkProblem SolvingProject PlanningService Focused Leader

Career Path

Prepare for this role

Service Desk Support Specialist
Service Desk Technician
Service Desk Technician II

Grow from this role

Director of IS

Job Details

  • Respond to all help desk inquiries. (Telephone, e-mail, walk up).
  • Document and log all requests for technology assistance.
  • Triage and prioritize requests for service.
  • Dispatch Technicians to the field when necessary.
  • Track, monitor, and close all service tickets.
  • Install, configure, and troubleshoot hardware and software for Central Office staff.
  • Troubleshoot computer and printing errors.
  • Administer network security as defined by access matrix.
  • Work may include evening and weekend on-call support.
  • Lead and participate on projects as assigned.
  • Other duties, responsibilities and/or tasks as assigned.
  • Prefer formal Windows 10, and Microsoft Office training.
  • Must be able to adapt to new and different computer programs and technology.
  • 5+ years of experience installing and supporting Printer’s and PC’s
  • Experience and/or training supporting LAN environments with multiple platforms.
  • Understanding of network topologies.
  • Strong organizational and communicational skills a must.
  • Detail oriented.
  • Ability to work independently under minimal supervision.
  • 2 to 4 years technical degree or equivalent, prefer MCP, A+ certifications.
  • No special conditions.

Wilco’s comprehensive benefits package is designed to support the well-being of our employees, offering competitive health insurance, retirement plans, paid time off, and professional development opportunities, to ensure a balanced and rewarding work experience.

Medical
Dental
Vision
401K
Advancement Opportunities
Long-term Disability
Life/AD&D Insurance
Employee Discount
Holidays & PTO
Profit Sharing
Referral Bonus