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Service Desk Manager in Des Plaines, IL at DSC Logistics

Date Posted: 1/27/2018

Job Snapshot

Job Description

DSC Logistics is a leader in transforming logistics and supply chain management into a critical business strategy based on collaborative partnerships, innovative thinking and high-performance operations. DSC achieves the business goals of Fortune 500 and other dynamic companies by designing, integrating, managing and adapting customized supply chain solutions. As a Lead Logistics Partner (LLP) and third-party logistics (3PL) provider, DSC delivers value by reducing total system costs, optimizing business processes, facilitating growth and change, and maximizing the potential of the supply chain. In today’s environment, filled with rapid and unpredictable change, DSC helps customers achieve their goals by being ready for anything!

Responsible for managing and executing DSC’s business development process which focuses on designing, integrating, managing and adapting supply chain solutions that are based on customer needs. Manage and motivate internal cross functional teams to deliver proposals to customers which deliver value and help them achieve their goals. Represent the company to the marketplace through industry events, the RFP process, conference’s and other lead generating activities.


Service Desk Manager Responsibilities

  • Manage Request / Incidents / Problems
    • Develop request, incident, and problem management processes
    • Build an efficient escalation triage to ensure issues are manage in a timely manner
    • Document the root cause of problems and communicate appropriately to stakeholders
    • Establish SLAs and OLAs to enable timely resolution of incidents
    • Implement a robust monitoring and alerting systems to manage the state of configuration items
  • Oversee Knowledge Database
    • Ensure solutions to issues are documented and easily accessible
    • Advise management on IT services and tasks transition documentations
    • Manage the update of active knowledge articles and removal of obsolete ones
    • Develop an effective framework for the transfer of knowledge from domain experts to the Service Desk
  • Manage Communications
    • Implement an effective protocol for communicating outages and emergency activities to the organization
    • Manage Vendor relationships as it pertains to operational needs
    • Create a framework to communicate maintenance schedules to stakeholders
    • Establish an efficient process to communicate shift issues to team members and other members of the IT department
  • Provide Data / Actionable Reports
    • Provide KPIs and actionable reports to IT department and other stakeholders in ad-hoc, weekly, monthly and as needed
    • Create the foundation to make Service Desk the single source of information on IT Service Operations
    • Implement an effective and insightful dashboards for members of the IT department
    • Create detailed reports to facilitate the continuous improvements of IT services
  • Grow Skills / Team Build
    • Lead the level 1 technical support team -- maintain team schedule, set team goals based on understood direction, perform performance evaluations
    • Ensures team members demonstrate professionalism and accountability at all times
    • Build cross department relationships and develop synergies between departments to strengthen DSC’s technology offering
    • Manage vendor relationships for all areas of responsibility
    • Report status (operational state, project status, etc.) and provide the right level of communication at all times

Data Center Manager Responsibilities

  • Define / Develop Standards
    • Coordinate with other teams in IT and create a set of system standards and develop SLAs as required by our internal and external customers
    • Develop standard operating procedures for data center staff to follow
    • Create and implement a change management process
    • Document and maintain data center configuration specifics
  • Stabilize
    • Physical environment management (enterprise networking components, physical and virtual servers, PBX, UPS, A/C, etc.)
    • Automate repeatable tasks
    • Create system / network monitoring alerts
    • Execute back up and recovery process - including tape archiving and data management
    • Manage IT asset life cycle and software compliance
  • Build / Innovate
    • Use past experience to find weaknesses in current environment and recommend improvement actions
    • Understand DSC business direction and develop ways to improve end user efficiency / productivity
    • Participate in our disaster / recovery efforts
    • Contribute to new product roll outs -- project initiation, development, human and monetary resource requirements, piloting, end user training, support, documentation

Experience / Skill Sets Required

Candidates selected to interview must meet the following minimum requirements for consideration for this position:

  • Technical
    • Experience with ITSM tools – ServiceNow
    • Experience with Cisco networking equipment (WAN / LAN / WLAN)
    • Network monitoring / reporting software (i.e., Solar Winds)
    • Experience supporting virtual computing and deployment technology - VM Ware
    • Working knowledge of data center management software
    • Windows Server 2003 / 2008, Active Directory, GPO support
    • Comfortable with administration of e-mail systems
    • Experience administering PBX systems
    • iSeries administration competence
    • SAN familiarity
    • Tape recovery solutions and disk recovery software
    • Experience with performance metrics as it relates to functional area
  • Organizational
    • Mentoring / team building skills -- leads by example
    • Strong written and verbal communication within and between departments -- able to provide timely updates and recommendations
    • Problem solving skills
    • Proven project manager who has initiated projects, developed budget and resource scope, end user training, and support
    • Process minded with strong documentation skills
    • Prefers to contribute to a dynamic / changing organization
    • Customer service / positive attitude under all conditions
    • Able to translate technical details to organizational staff and vice versa
    • Results focused
  • Other
    • At least 5 years experience as a technical leader supporting data center environments
    • 4 year college degree or equivalent experience