Manager - Service Desk, Command Center Operations

Job Description:

Position Overview

The primary responsibility of the Manager - Service Desk, Command Center Operations is to oversee the daily operations of the Service Desk team, ensuring efficient and effective technical support for all users. This role involves managing a team of service desk analysts, developing and implementing service desk policies and procedures, and ensuring that all service requests and incidents are handled promptly and professionally. This position requires strong leadership skills, a deep understanding of IT service management, and a commitment to providing excellent customer service. Additionally, the Manager - Service Desk will be responsible for training, supporting, and leading the team.

All duties are to be performed in accordance with departmental and Las Vegas Sands Corp.'s policies, practices, and procedures. All Las Vegas Sands Corp. Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company's standards, work requirements and rules of conduct.

Essential Duties & Responsibilities

• Support the IT Operations function with its primary goals of RUN, MAINTAIN and SUSTAIN.
• Responsible for RUN and MAINTAIN of the ITSM tool suite.
• Provide strategic leadership, and manage the Service Desk team, ensuring that Team Members are trained, motivated, and aligned with the IT Operations department's goals and objectives.
• Oversee the daily operations of the Service Desk team, ensuring efficient and effective technical support, and acting as an escalation point for all requests and incidents.
• Manage ticket escalations and resolve any technical issues, oversee requests, incidents, and problems, and coordinate urgent and complicated support issues.
• Develop and maintain Service Desk processes and procedures, ensuring that they align with industry best practices and meet the needs of the business.
• Establish Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for the Service Desk function and ensure that they are regularly measured and reported.
• Monitor and analyze Service Desk performance metrics to ensure high levels of customer satisfaction, areas for improvement, and recommend changes to processes, procedures, and technology.
• Conduct regular team meetings and provide ongoing coaching and support to Service Desk staff.
• Collaborate with other IT teams and stakeholders, including IT Service Management, IT Security, and Business Continuity, address complex technical issues and improve service delivery.
• Manage the Service Desk ticketing system and ensure accurate documentation of all service requests.
• Identify opportunities for process improvements and implement changes to enhance service efficiency.
• Stay updated with the latest industry trends and technologies to ensure the Service Desk remains current and effective.
• Participate in the creation and maintenance of the IT Service Continuity Plan and Disaster Recovery Plan, ensuring that Service Desk processes are integrated and tested regularly.
• Provide regular updates and communication to senior management and stakeholders on the status of the Service Desk, including any issues or delays.
• Manage compliance with legal and regulatory requirements such as SOX.
• Oversee IT Service Desk Budget.
• Monitor Service Desk team performance for quality control.
• Escalate and participate in P1 and P2 Major incident Management. Manage process for communicating outage/emergency activities to the organization.
• Perform job duties in a safe manner.
• Attend work as scheduled on a consistent and regular basis.
• Perform other related duties as assigned.

Minimum Qualifications

• At least 21 years of age.
• Proof of authorization to work in the United States.
• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience) .
• Must be able to obtain and maintain any certification or license, as required by law or policy.
• Demonstrated experience in a Service Desk or IT support role with at least 3-5 years in a supervisory or management position.
• 10+ years of relevant work experience on multiple IT platforms.
• Relevant certifications such as ITIL, HDI or similar are a plus.
• Strong knowledge of IT service management frameworks (e.g., ITIL).
• Experience with service desk ticketing systems and performance metrics.
• Extensive experience in technical design, strategic planning, budgeting and allocation, implementation, information security, and technology assessment.
• Ability to communicate clearly in a multicultural, multinational environment with both technical and non-technical business stakeholders, as well as executive level management.
• Ability to represent information in graphical forms including using modeling languages, developing process flows, creating data and topology diagrams, etc.
• Attention to details: excellent organizational, time management skills, sharp analytical and problem-solving skills.
• Customer-focused with a commitment to delivering high-quality service.
• Strong communicator who can explain complex technical concepts to both IT management and business stakeholders in a consumable fashion.
• Domain expertise for ITSM, including improving the domain knowledge capabilities of the Team Members.
• Experience in designing and improving support processes in large IT organizations.
• Should have significant experience with developing or supporting enterprise applications from end-to-end.
• Demonstrable experience building cross-functional partnerships.
• Highly organized and comfortable remaining so in multi-faceted environments while multi-tasking.
• Willing to work with remote teams in different geographies and time zones.
• Ability to provide understanding and direction in aligning the strategic roadmap with the business vision, strategy and priorities.
• Strong interpersonal skills with the ability to communicate effectively and interact appropriately with management, other Team Members and outside contacts of different backgrounds and levels of experience.

Physical Requirements

Must be able to:

• Physically access assigned workspace areas with or without reasonable accommodation.
• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, and dust.
• Utilize laptop and standard keyboard to perform essential functions of the job.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.