Service Desk Manager

Hybrid

569

At Batesville, you will be a part of a dynamic team committed to excellence and innovation. A recognized leader in the death care industry in North America, we are committed to our mission of helping families honor the lives of those they love®. We are currently seeking a Service Desk Manager to join our team in Batesville, IN. 

This is a hybrid role, requiring 2-3 days per week in the office to collaborate with the team, and flexibility to work remotely for the remaining days.

Your Role at Batesville:

As a Service Desk Manager, you will be responsible for overseeing the entire Help Desk staff and ensure that end users are receiving outstanding customer service. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end-user help requests, including the monitoring, tracking, and coordination of Help Desk functions. This position will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level. The ideal candidate will have a strong technical background, proven leadership abilities, and a commitment to delivering exceptional support to our users.

How You’ll be Rewarded: 

• Batesville is a family. You will be part of a family of highly committed associates who are passionate about our company, committed to our customers and excited about our future.
• Competitive pay
• IMMEDIATE ELIGIBILITY – Comprehensive medical, dental and vision insurance, as well as prescription coverage, short-term disability, Employee Assistance Program (EAP), and more.
• Generous 401K Matching Program
• Paid time off
• Opportunities for development and advancement

What You’ll Do:

• Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.
• Develop, implement, and maintain IT support processes and procedures to optimize efficiency and customer satisfaction.
• Oversee daily operations of the IT Service Desk, including managing ticket queues and prioritizing incidents and ensuring courteous, timely and effective resolution of end-user issues.
• Monitor and analyze performance metrics of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and prevent future problems.
• Collaborate with other IT teams to address recurring problems and improve the overall IT infrastructure.
• Maintain up-to-date knowledge of industry trends and emerging technologies to ensure the team’s skills remain current.
• Ensure proper documentation and knowledge base articles are maintained for both internal team use and end-user self-service.
• Foster a culture of continuous improvement within the Service Desk team, encouraging innovation and feedback.
• Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.
• Design and enforce request handling and escalation policies and procedures; serve as an escalation point for complex technical issues, ensuring prompt and effective resolution.
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet to aid in problem resolution.
• Assess the need for any 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 dissemination of help sheets, usage guides, and FAQ lists for end users.
• Oversee the development, implementation, and administration of help desk staff training policies and procedures.
• Other duties may be assigned.

What You’ll Bring:

• Bachelor’s degree (B.S./B.A.) or equivalent from a college or university in information technology or related field; and a minimum of 5 years related help desk experience and/or training and a minimum in a leadership or managerial role; or equivalent combination of education and experience with an emphasis in information technology.
• Demonstrated progressive experience in the supervision of a technical support team.
• Strong knowledge of IT service management frameworks and best practices.
• Intermediate track record of developing and providing Service Level Agreements and Help Desk deliverables.
• Familiarity with ITSM tools and ticketing systems (e.g., ServiceNow, Ivanti, Jira).
• Intermediate relationship management and performance management skills.
• Proven experience in managing, coaching, and motivating a team in a fast-paced environment.
• Excellent communication and interpersonal skills, with the ability to engage effectively with both technical and non-technical stakeholders.
• Intermediate ability to absorb and retain information quickly.
• Intermediate ability to present ideas in user-friendly language to non-technical staff and end users.
• Intermediate attention to detail.
• Strong analytical and problem-solving skills, with a focus on delivering effective solutions.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Ability to work in a hybrid work environment, with regular in-office presence required for team management and collaboration.

Nice To Haves:

• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Strong documentation skills.
• Exceptional customer service orientation.
• Desktop Certifications.

Physical Requirements: 

To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform essential functions. 

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to handle and feel, reach with hands and arms, talk, and hear. The employee may occasionally be required to crouch, or lift items as heavy as 25 lbs. This job may require the employee to see with clarity at both near and far distances.

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Join the Batesville family and apply today! 

Who We Are: 

A cornerstone in the death care industry, Batesville has distinguished itself from all others through our commitment to quality, service, and innovation. For more than 115 years, Batesville has been dedicated to serving the needs of licensed funeral professionals and helping families honor the lives of those they love.® With annual revenues of approximately $600 million, Batesville is a leader, providing a comprehensive portfolio of burial and cremation products, memorialization offerings, profit-enhancing merchandising systems and leading-edge technology solutions. 

At Batesville, our associates are our strongest asset. We strive to attract, hire, and develop the best and brightest to ensure our place in the future. Batesville has a strong culture of achievement, which is underpinned by these five core values:

• Individual worth and integrity
• Excellence in execution
• Spirit of continuous learning and improvement
• Courage
• Customer focus and partnership

What Sets Us Apart: 

Making a difference: Helping families honor the lives of those they love® isn’t just our mission. It’s why we do what we do every day to make every Batesville product the best it can be. 

Development is a priority: We promote learning and development from Day 1. From our Experience Batesville onboarding program to self-guided courses on Batesville University, there are numerous opportunities to advance your skills. We encourage associates to create Individual Development Plans (IDPs) to help drive career-focused discussions and advancement. 

Putting customers first: We value the funeral professional’s role in serving families and are committed to doing our part to ensure their success. 

We Have Fun! We work hard, but when it’s time to play, we get creative – and competitive. We provide numerous engagement activities to bring people together across the organization. 

We Give Back: We support our communities by assisting in fundraising events and volunteer programs to help those in need. *These services are not available at all Batesville locations.  

DISCLAIMER: The above information in this job description has been designed to indicate the general nature and level of work performed by the employee within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of any employee assigned to this job. Nothing in this job description restricts management’s right to assign duties and responsibilities to this job at any time.

At Batesville, we strive to build a diverse workforce through equal-opportunity employment that embraces and leverages the differences each individual has to offer. We are an Equal Employment Opportunity/ Affirmative Action Employer of minorities/females/disabled/veterans.