Directs and coordinates IT Service Desk planning, scheduling, and support functions by performing, personally or through other team members, the duties and responsibilities outlined herein (and others as may be assigned).
IT Service Desk Manager responsibilities include, but are not limited to, Level 1 technical support for applications and technology, customer communication, customer satisfaction, incident management procedures and systems, and project management.
IT Service Desk Team includes the Service Desk Analysts in Minneapolis and Madison (Middleton).
Information Technology Services Leadership Responsibilities
Member of Technical Services Leadership Team.
Accountable for maintaining operational standards implemented with the Technical Services Team
Participates in Technical Services planning and budgeting, policy development, and project management.
Implements decisions related to CLA's Strategic Direction and Technical Services strategies and policies.
Participates in the employee interviewing, hiring, and termination processes.
Manages time and expense reporting for self in accordance with CLA standards.
Contributes to CLA's continual process improvement.
Accountable for implementing and managing day-today operations.
Leads team members to perform enthusiastically, innovatively, and diligently.
Manages personnel schedules and on-call schedules in alignment with CliftonLarsonAllen business demands.
Supervises and directs employees' work in accordance with applicable laws and CliftonLarsonAllen policies.
Conducts employee performance evaluations, coaches, disciplines, and trains employees as may be required.
Service Desk Management Responsibilities
Directly supervises technical troubleshooting and issue resolution.
Works closely with the End User Systems team on Asset Management and related policies and procedures.
Implements and maintains a Service Desk delivery model that ensures a high degree of customer satisfaction.
Develops integrated procedures and systems utilized across all IT disciplines for problem and incident management.
Monitors and measures customer satisfaction through surveys and other appropriate methods.
Owns and manages the process of delivering consistent technology orientation to newly hired employees firmwide.
Performs problem trend analyses and initiates action to improve policies, procedures, and/or technology standards.
Ensures support processes, documentation, and procedures are in place and tested for all new systems introduced.
Promotes collaboration with the Technical Services Teams to enable total customer satisfaction.
Architects Service Desk operations driven by business requirements, guided by Technical Services strategies, and tempered by economic viability.
Project Management Responsibilities
Provides effective project management on select IT projects, leading customer-focused project teams to achieve desired outcomes on time and within budget.
Leads projects with communication, outcome, process, resource, schedule, and budget management.
Other Administrative Responsibilities
Communicates with other team members and customers.
Develops and maintains quality relationships with appropriate vendor technical resources.
Performs other duties as may be reasonable and necessary.
Internal Number: 18-0856
About CliftonLarsonAllen LLP
CliftonLarsonAllen LLP (CLA) is a professional services firm delivering integrated wealth advisory, outsourcing and public accounting capabilities to help enhance our clients’ enterprise value and assist them in growing and managing their related personal assets – all the way from startup to succession and beyond. Our professionals are immersed in the industries they serve and have specialized knowledge of their operating and regulatory environments. With over 4,400 people, 100 US locations and a global affiliation, we bring a wide array of solutions to help clients in all markets, foreign and domestic. Investment advisory services are offered through CliftonLarsonAllen Wealth Advisors, LLC, an SEC-registered investment advisor.
We are deeply invested in the success of our professionals and provide innovative career-building opportunities. At CLA, we aim to positively impact the clients we serve, the people we employ, the profession we represent and the communities we call home.
CLA is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, disa...bility status, protected veteran status, national origin, or any other characteristic protected by law.