Job Information
RKON Manager, End User Engineering (Service Desk) in Chicago, Illinois
About us: RKON is an ISO27001 and AICPA SOC 2 Type II certified company that specializes in providing IT migration and transformation services for the Mergers and Acquisitions market. RKON was recently recognized as one of the 100 best places to work in IT, highlighting our competitive advantage of empowering thought leaders and providing cutting-edge solutions for the fast-paced industry of private equity. RKON is looking for ambitious professionals to join our award-winning team. We have a proven track record for finding and developing top talent with people that believe they can achieve something greater. We also pride ourselves on fostering an environment where initiative, creative thinking, and collaboration are encouraged and rewarded—a key reason for the extraordinary level of service we deliver to our customers.
RKON does not accept unsolicited resumes from staffing agencies, search firms or any third parties.
About the position: The End User Engineering Manager plays a critical role in overseeing the operations of the End User Engineering (EUE) or service desk team, ensuring efficient resolution of technical issues, and providing exceptional customer service. As part of our Managed Services team, this position involves leadership, performance management, and continuous improvement to enhance support services and meet the organization's objectives. This role is based in Chicago, IL, with a hybrid schedule.
Responsibilities including, but not limited to:
Provide strong leadership and direction to the End User Engineering team, including recruitment, training, performance management, and career development.
Oversee the day-to-day operations of the service desk, including ticket queue management, escalation procedures, and resource management to ensure timely resolution of support requests.
Develop, implement, and manage individual goals and objectives for the service desk team aligned with the department’s business objectives.
Ensure that service desk performance meets or exceeds service level agreements (SLAs) and customer expectations. Monitor key performance indicators (KPIs) to assess service quality and identify areas for improvement.
Continuously assess and improve service desk processes, workflows, and procedures to enhance efficiency, productivity, and customer satisfaction.
Implement industry best practices and standards in IT service management.
Manage relationships with third-party vendors, suppliers, and service providers to ensure the delivery of high-quality support services and adherence to contractual obligations.
Participate in client facing performance review meetings to address escalations and service performance concerns.
Stay abreast of technological advancements and industry trends in IT support. Evaluate and recommend tools, software, and technologies to enhance service desk operations and improve service delivery.
Coordinate with the Training & Knowledge Administrator on team training requirements and knowledge-based support requirements.
Coordinate with the Onboarding Specialists and other client onboarding stakeholders to integrate new clients to service desk support.
Foster effective communication and collaboration with internal stakeholders, IT teams, and business units to understand their needs, priorities, and challenges. Act as a liaison between the End User Engineering team and other departments.
Ensure cost-effective utilization and productivity targets of resources.
Implement quality assurance processes and standards to ensure the accuracy, completeness, and consistency of support services. Conduct regular audits and reviews to identify areas for improvement.
Other duties as assigned by leadership.
Personal Attributes
Strategic thinker with a customer-centric mindset and a passion for delivering high-quality support services.
Analytical and data-driven, with the ability to analyze metrics, trends, and performance indicators and develop actionable insights.
Results-oriented and proactive, with a focus on achieving operational excellence and exceeding goals.
Strong organizational skills and attention to detail, with the ability to prioritize and manage multiple tasks simultaneously.
Collaborative and team-oriented, with the ability to drive employee satisfaction by defining clear performance expectations and ensuring equitable contributions across the team.
Technical and Professional Expertise
Bachelor’s degree in information technology, Computer Science, or a related field.
3+ years of experience in a manager role of an IT support team, or a related role, with proven track record of achieving performance targets (managed services environment is a plus)
Experience with service desk software, ticketing systems, and IT service management tools (e.g., ServiceNow)
Experience with remote management tools (e.g., Kaseya, Ninja One)
Experience supporting Microsoft 365 tenants
Relevant certifications such as ITIL Managing Professional, HDI Support Center Manager, and/or KCS Practices are advantageous.
Training Requirements Expectations After Joining
KCS v6 Fundamentals (within 3 months)
HDI Support Center Manager (within 6 months)
ITIL 4 Practitioner: Service Desk (within 1 year)
ITIL 4 Practitioner: Incident Management (within 1 year)
ITIL 4 Practitioner: Service Request Management (within 1 year)
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