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Service Desk Manager
Encore Fire Protection
Lead and manage the service desk team to deliver technical support and asset management.
3d ago
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Pawtucket, RI
Onsite
Company Size
1,000 Employees
Service Specialisms
Fire Protection Services
Fire Suppression Systems
Design and Engineering
Consulting
Installation Services
Maintenance Services
Inspection and Testing
Emergency Services
Sector Specialisms
Commercial
Industrial
Marine
Role
What you would be doing
ticket monitoring
asset management
escalation management
performance reporting
process improvement
team leadership
- Maintain a customer-focused approach, ensuring end-users and partners receive prompt, courteous, and effective support.
- Analyze service desk metrics, asset management data, and user feedback to identify areas for process improvement.
- Lead initiatives to improve first-call resolution rates and overall user satisfaction.
- Champion team building, onboarding, and professional development—acting as an ambassador for new partners and ensuring successful integration.
- Communicate Service Desk performance, trends, and improvement initiatives to TechOps leadership, stakeholders, and external partners.
- Support TechOps and business projects, as well as organizational initiatives, by coordinating Encore Service Desk resources and communications, with a focus on scalability and future service expansion.
- May require after-hours or weekend support during critical incidents or projects.
- Supervise, mentor, and develop a distributed team of Encore Service Desk Technicians, fostering a collaborative, high-performance, and inclusive environment.
- Oversee scheduling, workload distribution, and performance management for the Service Desk team across locations.
- Implement best practices, new technologies, and service offerings to enhance delivery, efficiency, and the user experience.
- Monitor ticket queues, prioritize issues, and ensure adherence to SLOs and quality standards.
- Recruit, onboard, and train new team members to ensure a skilled, knowledgeable, and cohesive staff.
- Manage the day-to-day operations of the Encore Service Desk, ensuring timely and effective resolution of incidents, service requests, and asset-related interactions.
- Support and manage escalations by serving as the primary escalation point for unresolved or high-impact issues, ensuring prompt intervention, clear communication, and effective conflict resolution. Document and maintain escalation and conflict resolution processes, and regularly review outcomes to identify opportunities for improvement and enhance the overall escalation process
- Develop, document, and maintain comprehensive support policies, procedures, and knowledge base articles for all services managed by the Encore Service Desk.
- Oversee and optimize the Service Desk’s role as the primary hub for asset management—tracking, deploying, and supporting all organizational asset interactions.
- Act as an ambassador for the Encore Service Desk, building relationships with new partners and stakeholders while supporting team development.
- Work closely with other TechOps teams (Infrastructure, InfoSec) business units, and partners to resolve cross-functional issues.
What you bring
itil
servicenow
jira
help desk
bachelor's
problem solving
- ITIL certification or similar is a plus.
- Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk), asset management systems, and ticketing platforms.
- Proven experience managing a distributed service/help desk or technical support team.
- Excellent leadership, communication, and interpersonal skills, with experience in team building and partner engagement.
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- Strong technical background in IT support, asset management, and service delivery—including hardware, software, networking, and cloud services.
- Strong problem-solving skills and a commitment to delivering outstanding customer service.
- Office-based with occasional travel to other company locations, partners, or remote team sites as needed.
- Tools for Success: Access to leading-edge web-based productivity tools.
- Retirement Planning : Participation in our Fidelity 401(k) plan with a company match, helping you save for your future.
- Life Insurance : Company-paid life insurance policy of $50,000 to give you peace of mind.
- Competitive Salary : Compensation commensurate with your experience, with the opportunity to earn performance-based bonuses tied to your personal effectiveness and contributions to the team.
- Health and Wellness : Comprehensive medical, dental, and vision coverage through Blue Cross to keep you and your family healthy.
- Flexible Dress Code : Upon joining, you’ll receive branded Encore gear and we believe in dressing for the objective, not the occasion. Most days, you can enjoy a casual work environment, but we’ll dress up when the situation calls for it.
- Purpose-Driven Work Environment : We believe in working smarter, not harder. You’ll be part of a culture that values results, and we empower our team to focus on impactful work.
- Innovative Culture : We encourage a culture of experimentation and improvement. You’ll have the freedom to express your ideas and be part of a company that is always looking to improve and grow.
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Interview process
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Company
Overview
- Began with a vision to enhance fire safety through reliable and innovative solutions.
- Provides top-notch fire protection systems, including installation, inspection, and maintenance.
- Delivers fire protection to a broad range of industries with years of experience in diverse sectors.
- Works with clients in both commercial and industrial sectors, ensuring safety through tailored fire suppression systems.
- Known for offering timely and effective fire protection solutions for new constructions and existing facilities.
- Committed to quality, offering cutting-edge technologies and a customer-first approach.
- Known for large-scale installations in commercial buildings, factories, and warehouses, ensuring safety and compliance.
- Dedicated to continuous improvement and able to adapt to evolving industry needs.
- We are customer-focused and passionate about providing quality service.
- We foster a culture of teamwork, accountability, and continuous improvement.
- We prioritize safety and integrity in everything we do.
- We value innovation and aim to stay ahead of industry trends.
- We are committed to providing our employees with growth and development opportunities.
by 2050
Net-Zero Emissions Target
Aim to achieve net-zero emissions through strategic efforts and sustainable practices.
- Committed to reducing carbon footprint and environmental impact.
- Actively seeks sustainable solutions in operations and projects.
- Implemented eco-friendly practices in product selection, transportation, and waste management.
- Committed to fostering an inclusive work environment.
- Promotes gender equality with initiatives supporting women in leadership.
- Aims for a diverse workforce, striving to reflect the communities it serves.
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