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Service Desk Manager Job Description
OVERVIEW Founded in 1987, CoStar Group is the leading provider of commercial real estate information, analytics, and online marketplaces. Our suite of online services enables clients to analyze, interpret and gain unmatched insight into commercial property values, market conditions, and current availability. Behind some of the most well-known brands in the industry, CoStar Group includes CoStar, the largest provider of CRE research and real-time data; LoopNet, the most heavily trafficked mobile and online real estate marketplace; Apartments.com, the premier rental home resource for renters, property managers and owners; STR, the leading provider of performance benchmarking and comparative analytics to the hotel industry; BizBuySell, the largest online marketplace for businesses-for-sales; and Lands of America, the leading operator of online marketplaces for rural real estate.Headquartered in Washington, DC, CoStar Group maintains offices throughout the U.S, Europe, Canada, and Asia, with a staff of over 4,800 worldwide.We are looking for an experienced IT Service Desk Manager to join our team. In this role, you will provide exceptional leadership & management needs for our growing number of technicians. You will need a love for technology and operational excellence to provide our customers with exceptional customer service and support.You will manage all facets of performance and career management for the team. Regular one-on-one meetings with direct reports and team members are required. You will be expected to mentor all members to maintain a well-rounded, world-class organization. This includes project management, quality audits, coordination of training sessions, and day-to-day oversight of the team. You will own and be accountable for the output and performance of your team. You will uphold and continue to drive operational excellence across our locations globally. You will drive best practices with a focus on positive outcomes for our customers. You will identify and own local and global initiatives that will continue to optimize our highly customer-focused operational teams.You will help improve the Service Level of CoStar IT Operations by being the main point of contact for information and problem resolution. Excellent customer service should be your motto by being a self-starter, problem-solver, and excellent communicator. You can juggle multiple projects, each urgent and competing for your time. This position can is in our Richmond, VA office and has the opportunity for hybrid work with up to two days remote per week. Four-day work weeks are also an option for those applicants that are interested. RESPONSIBILITIES- Provide guidance, assistance, coordination, and follow up on IT Issues raised by end-users, constantly coaching & guiding your technicians to resolve tickets within agreed SLAs
- Daily stand-ups with tech team leads to discuss Priorities for the Teams
- Process and procedure improvements, aiming for Global Operational Excellence
- Report to Senior management on potential problems and identify problem trends
- IT Documentation curation, setting and maintaining High Standards, Coach engineers to use the Knowledge base
- Setup Tier 1 Team overseen by a Technical Team Lead and hire Tier 1 Engineers as needed
- Support growth of Service Desk by hiring strong technicians
- Assist with onboarding and training new hires in best practices
- Ongoing Development of existing employees
- Ticket and call review/auditing on a regular schedule
- Monthly reports -
- tickets opened/closed, how many by tech, by the team, trends, etc.
- Call reports to include the number of calls, calls by tech, call length, hold times, calls dropped, trends, etc.
- Liaison between other IT groups (systems, security, network, telecom, etc.) as needed
- Any other duties and special projects as assigned
- Bachelor's degree from an accredited college in IT or a related field of study
- 5+ years of experience as Manager of IT Service Desk Engineers
- 10+ years of experience in corporate IT or Service Desk roles
- Experience supporting Windows 10/11 workstations, macOS, Active Directory, Microsoft Office, and Windows Servers
- Ability to lift/move equipment up to 50 lbs.
- O365 Admin experience
- Experience supporting mobile devices such as iPads, iPhones, etc.
- Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug
- Life, legal, and supplementary insurance
- Commuter and parking benefits
- 401(K) retirement plan with matching contributions
- Employee stock purchase plan
- Paid time off
- Paid parental leave (up to 12 weeks)
- Tuition reimbursement
- Complimentary gourmet coffee, tea, hot chocolate, prepared foods, fresh fruit, and other healthy snacks