Job Description

Description

Fluidra’s seeking an IT Service Desk Managerto join our team at our East Coast office in Atlanta, GA (by airport).

WHAT YOU WILL CONTRIBUTE 

The IT Service Desk Manager will establish and lead our IT Service Desk team to ensure exceptional support and satisfaction for our end-users across various enterprise locations.

 Your primary role will involve establishing policies and procedures, managing a team of IT support staff, and ensuring the efficient resolution of IT-related issues through our ServiceNow ticketing system. Additionally, you will:

• Establish and manage an IT Service Desk team, including recruitment, training, and performance evaluation.
• Provide leadership and direction to ensure the IT Service Desk team meets performance targets and delivers high-quality support services.
• Develop, implement, and enforce IT Service Desk policies and procedures to ensure consistency and efficiency across all sites.
• Oversee the use and administration of the ServiceNow ticketing system to track, prioritize, and resolve support requests.
• Customize and optimize the ServiceNow platform to meet the needs of the organization and improve service delivery.
• Utilize ITIL principles to drive the development and management of SLAs, ensuring timely and effective resolution of support tickets.
• Create and maintain comprehensive documentation and a knowledgebase to support the IT Service Desk team and end-users.
• Monitor and report on key performance indicators (KPIs) to measure IT Service Desk performance and user satisfaction.
• Coordinate IT support services across multiple enterprise sites, ensuring consistent and reliable support for all locations.
• Manage communication and collaboration between the IT Service Desk team and other IT departments to ensure seamless service delivery.
• Act as an escalation point for complex or unresolved issues, ensuring they are addressed promptly and effectively.
• Foster a customer-centric culture within the IT Service Desk team to ensure a positive and proactive approach to end-user support.
• Conduct regular user satisfaction surveys and implement feedback to continuously improve IT Service Desk services.
• Additional related duties maybe be assigned within the scope of this role

WHAT WE SEEK

• 5+ years of experience in IT Service Desk or similar role within an enterprise environment

• Expert Working knowledge of ServiceNow
• Possess ITIL certification and have a strong understanding of ITIL framework and its application in driving SLAs and improving service delivery.
• Proven track record of using the ITIL framework to drive SLAs, enhance documentation, develop a knowledge base, and improve end-user satisfaction
• Excellent leadership, communication, and interpersonal skills.
• Strong customer service orientation and the ability to foster a customer-focused culture.
• Ability to manage multiple sites and locations, ensuring consistent support and service levels.
• Strong problem-solving skills and the ability to handle high-pressure situations.
• Highly collaborative, a strong communicator with continuous improvement mindset.
• Strong analytical skills with demonstrated ability to convert business needs into system requirements. 
• Excellent oral and written communication skills

EDUCATION

• Bachelor’s degree in computer science, Information Technology, or a related field.
• ITIL certification (Foundation level or higher) is required
• Preferred:
  • Master’s degree in IT or a related field.

WHAT WE OFFER 

An exciting opportunity to dive in and begin your career with a company that offers a competitive total rewards package that includes:

• 9/80 work week schedule (EVERY OTHER FRIDAY OFF!) with subsequent Fridays WFH
• 3 weeks of paid vacation
• 11 paid Holidays
• Free parking for Atlanta Airport for both business and personal travel.
• Full range of health benefits including medical, dental & vision, short & long-term disability
• 401(K) matching (100% of first 3% contributed, 50% of the next 2%)
• Health and wellness programs / gym reimbursement
• Educational assistance up to $7,000 per year
• Company sponsored FUN events!
• Generous product discounts

WHO WE ARE

Fluidra is a publicly listed company focused on developing innovative products, services and IoT solutions for the residential, commercial and wellness pool markets, globally. The company operates in over 45 countries, has over 7,000 employees and owns a portfolio of some of the industry’s most recognized and trusted brands: Polaris®, Jandy®, CMP, S.R. Smith, and Zodiac®. We also sell products under the Cover‐Pools®, iAquaLink®, Grand Effects®, Dell® and Nature2® names.With these combined resources we’re able accelerate innovation in critical areas like energy-efficiency, robotics and the Internet of Things.

Our focus is on creating the perfect pool and wellness experience responsibly. We take our mission to heart, and our employees embody these guiding principles in everything we do: passion for success, honesty & trust, customer collaboration, teamwork and inclusion, learn and adapt, excellence and innovation.

Don't meet every single requirement listed? At Fluidra, we thrive on building an inclusive workspace, so if you are excited about this role and your past experience doesn't align perfectly, we encourage you to apply anyways! You may be just the right candidate for this role or another role in the organization. Fluidra is proud to be an equal opportunity employer. Fluidra recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, or any legally protected characteristic.

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