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Job Details

Service Desk Manager

Company name
Genuine Parts Company

Atlanta, GA

Date Last Verified
Mar 14,2018

Posted on
Mar 13,2018

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Job Description

The Service Desk Manager must have demonstrable leadership skills in a fast-paced environment. Possess forward-thinking strategies and solutions with a high degree of customer-service focus, and excellent communication skills. The Service Desk Manager serves as the liaison between the infrastructure and general operations of the facility. The Manager is expected to have a high degree of technical aptitude over a large scope of IT software, hardware, and networking disciplines.


Five (5) plus years’ experience managing people with a demonstrated record of accomplishment of leading a team where customer experience is a priority. Demonstrate advanced interpersonal skills to engage with peers, customers, and senior management

Experience working with Operations and business teams to communicate problem impacts and understand business requirements.

Proven skills in leadership development and team building.

Experience in Procurement, Budgeting, Forecasting, and Asset Management.

Ability to communicate technical service-desk subject matter to non-technical clients and team members.

Experience with ITSM platforms using ServiceNow.

Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audiences.

Ability to create and deliver presentations.

Willingness to work flexible schedule as necessary.

Preferred Experience:

Bachelor's Degree in Information Technology, Business, or related field strongly preferred

HDI certification strongly desired

ITIL foundation certified; Thorough understanding of ITIL best practices and trends

The Ideal Candidate:

Must be a detail-oriented, security conscious, and proficient in troubleshooting 

Excellent written and verbal communications skills are a must 

Ability to manage multiple priorities in an extremely fast paced and nimble operating company

Ability to work and communicate effectively in a distributed-team environment

Proven track record of successfully managing multiple projects 

Quality and cost-driven leadership 

Strong analytical and conceptual skills

Demonstrated ability to support and prioritize maintenance of end-user systems and computing technologies

Ability to articulate the value and implementation approach for establishing an enterprise-wide, end-user computing-technology lifecycle 

Must have the desire to work on new, innovative, cutting edge technologies


Develop and implement service desk policies, processes, and procedures for the management and support of internal and external customers to include responsibility for effective communication of status

Provide management and direction for the Service Desk team according to practices defined in ITIL

Establish and meet agreed levels (SLA) of incident resolution and request fulfillment; continually improve the service-desk delivery processes to ensure optimal efficiency of service quality for customers

Develop procedures that outline how incidents, requests, and problems are identified, documented, assigned, and managed in the ITSM tools 

Lead and improve incident and problem management disciplines

Responsible for assigning and prioritizing tasks and projects to Helpdesk Team

Maintain availability to subordinate staff for escalation questions and to ensure prompt response and timely turnaround of issues and submitted tickets

Provide daily, weekly, and monthly reports on key performance metrics related to incidents, problems, and service requests

Analyzes performance of Service Desk activities and documented resolutions, identify areas for improvement, and devise/deliver solutions to enhance quality of service and to prevent future service delivery quality issues

Identifies, recommends, develops, and implements programs to advance the knowledge of customers and team members, including communication, training, and user experience and knowledge management

Ensures the service desk provides and delivers high levels of support by providing trends, reports, and analysis of customer satisfaction, performance against agreed to service levels and plans for service improvement



Big Picture/Global Customer

Coach/Positive Env/PM/Recognize





Problem Solve/Results


System Design/Deploy/Support

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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Company info

Genuine Parts Company
Website :

Company Profile
Founded in 1928, Genuine Parts Company (GPC) is a service organization engaged in the distribution of automotive replacement parts, industrial replacement parts, office products and electrical/electronic materials. Our products and services are offered through a network of over 2,000 operations, geographically located across the United States, Canada and Mexico.

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