Do you want to work at a Fortune’s Great Place to Work company and lead a team of amazing IT professionals? Our IT Client Services team is looking for an engaged and strategic leader that has a passion for helping people and the intellectual curiosity to continuously improve the user experience. As the IT Service Desk Manager, your team of support experts - which consists of the Associate Service Desk - play a critical role as the face of IT and the voice of the Baird associates (employees) and clients. They are responsible for providing superior technology support ensuring our colleagues have the best personal technology experience; enabling them to be efficient, effective and productive.
The Service Desk team is not your normal “help desk”. Beyond taking calls, emails and chat sessions with associates and clients, they also provide deskside field support, coordinate technology and travel to support business conferences, lead onsite branch moves and openings, participate in large technology projects representing the post-go-live support needs, and so much more! As Baird’s CIO, Tim Byrne, stated recently in an IT Town Hall, “IT Client Services is absolutely critical to our overall IT success and to Baird maximizing the value from our significant investment in technology.
This role involves a hybrid working arrangement, with a mix of in-office (at least 3 days per week) at our headquarters in Milwaukee, WI and remote work. This is important to foster relationships and build consensus across leaders and teams.
As the IT Service Desk Manager, you will have the opportunity to:
Work With Great People
- Attract, retain, mentor, inspire, grow and empower team members to achieve success and accomplish objectives
- Create and foster a knowledge sharing culture and environment of open communication, collaboration, accountability and problem solving
- Work with the team to execute day to day operational activities including time management, coverage, and support
- Execute and support various cross-functional projects/initiatives including large scale technology projects, allocating resources and prioritizing work
Develop And Execute On Daily Operations And Long-term Strategies
- Manage resources required to execute day to day operational activities of the team including time management, after-hours on-call support rotation, and trading floor support
- Generate and analyze metrics to proactively identify and resolve issues within the environment before an incident occurs, and to provide proactive trending analysis for business IT Relationship Mangers
- Serve as escalation point for the team on incident/service requests both during and after hours
- Uphold standard operating procedures that will ensure the work of the team is documented, executed consistently, is measurable, and stays relevant as the IT organization evolves
- Helps to build and maintain global knowledge management process required to provide effective/consistent support and issue remediation
Focus On Continuous Improvement
- Gather feedback and data to monitor trends and make solid recommendations
- Seek opportunities to enhance and evolve existing cross-team operational workflows through the effective use of people/process/technology
- Develop a deep understanding of the processes and technologies that the team utilizes to execute their roles and reevaluates as needed to evolve or change where appropriate.
What makes this opportunity great?
- Information technology is a core part of Baird’s business strategy and plays a critical role in the growth and transformation of the firm
- Fortune 100 and Computer World Best Company to Work For with collaborative culture that values diverse backgrounds and perspectives while emphasizing teamwork and a strong sense of partnership
- Team of associates passionate about achieving great results for clients and give back to the communities where we live and work
- Ability to use a breadth of technology to positively impact the technology experience for all Baird associates
- Ability to fully use your breadth and depth of experience; no pigeonhole here!
- And there is a lot of great work happening; it is always busy!
What We Look For
- That diploma comes in handy! Bachelor’s degree in business or technology related field preferred
- You have lived a day in the life of the technical team; well, we actually prefer a few years
- Great leaders develop over time…we are looking for a minimum of five years experience
- Stuff breaks! You need to work well under pressure, and operate with a sense of urgency
- We have a lot going on, you will never be bored but you must be very organized
- Communication is critical as we support humans, not machines
- If it were easy – we wouldn’t need a team of experts – you must love complex problems, figuring things out, being intellectually curious
- IT is a team sport and we need a great team player!
- We don’t micromanage here so you must be able to hold your own; be autonomous. That means being extremely motivated, as well as having strong initiative and the ability to navigate conflict and solve complex problems while seeing tasks and projects thru to completion.
- And we are constantly growing so being well versed in navigating organizational change and building the structure required to bring clarity to ownership of responsibilities is required.
#DI
Baird is committed to diversity and provides employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, citizenship, national origin, age, disability, military service, veteran status, sexual orientation, gender identity or expression, genetic information, or any other status protected by law.
