IT Client Services Desk Manager

TTM Technologies, Inc. – Publicly Traded US Company, NASDAQ (TTMI) – Top-5 Global Printed Circuit Board Manufacturer

TTM Technologies, Inc. is a leading global manufacturer of technology solutions including engineered systems, radio frequency (“RF”) components and RF microwave/microelectronic assemblies, and quick-turn and technologically advanced printed circuit boards (“PCBs”). TTM stands for time-to-market, representing how TTM's time-critical, one-stop manufacturing services enable customers to shorten the time required to develop new products and bring them to market.

Additional information can be found at www.ttm.com

Position Summary:

The IT Client Services Desk Manager oversees and manages the day-to-day operations of the Tier I team, ensuring effective resolution of all incidents and service requests while maintaining customer satisfaction and meeting service level agreements (SLAs). They are responsible for leading, training, and developing the team, as well as implementing and improving service desk processes and procedures. 

The Service Desk Manager will coordinate closely with the IT Director to identify, recommend, develop, implement, and support cost-effective technology solutions in line with the organization’s strategic vision.

Some travel may be required for meeting with other Client Services Management to develop and implement standard operating procedures, policies, and IT Service Management (ITSM) best practices.

Duties and Responsibilities:

Specific responsibilities of the Service Desk Manager include, but are not limited to, the following:

• Responsible for hiring, training, mentoring, and evaluating Client Services Tier I team members, managing work schedules and performance
• Maintain and improve the Service Desk platform, creating new forms / features that address common user issues
• Become the “face” of Client Services to the user population, engaging with both IT teams and end-users to address issues/tickets
• Overseeing the handling of incidents, service requests, and customer inquiries; ensuring timely and effective resolutions
• Developing and implementing standard operating procedures, policies, and IT Service Management (ITSM) best practices (e.g., ITIL)
• Required to provide weekly/monthly/yearly metrics on staff performance to ensure KPIs are being met or exceeded and to identify failings within the team
• Ensuring high levels of customer satisfaction; addressing and resolving customer issues and complaints; engaging in resolution of all escalations within the Service Desk
• Working with other IT teams, stakeholders, and vendors to improve service delivery
• Planning and allocating resources to meet operational needs
• Developing and maintaining a structured and standardized knowledge base for both service desk staff and end users
• Participate in the development and implementation of new IT projects
• Managing crisis situations, which may involve complex technical hardware or software problems

Job Knowledge, Skills and Abilities:

• Demonstrated ability to manage IT systems and staff remotely through appropriate technology

• Demonstrated ability to plan and execute technology projects and system implementations effectively

• Management skills with demonstrated experience in managing multiple projects simultaneously

• Strong oral and written communications skills
• Strong Customer Service skills

• Ability and willingness to travel to TTM sites on an as needed basis

• Experience working as a team leader

• Experience working with Microsoft Windows Server, Active Directory, Office 365 and Backup software

Education and Experience:

• Bachelor’s degree in Information Technology or related field or relevant work experience
• Professional certification in systems management and/or systems administration #LI-EC1

TTM offers a variety of health and well-being benefit programs. Benefit options include medical, dental, vision, 401K, Flexible Spending Account, Health Savings Account, accident benefits, life insurance, disability benefits, paid vacation & holidays. Benefits are available 1st of the month following date of hire.

Compensation for roles at TTM Technologies varies depending on a wide array of factors including but not limited to the specific office location, role, skill set and level of experience. As required by local law, TTM provides a reasonable range of compensation for roles that my be hired in New York, California and Colorado. For California-based roles, compensation ranges are based upon specific physical locations.

Export Statement:
Must comply with TTM Export Control Policies and Procedures and all applicable laws including ITAR, EAR and OFAC including but not limited to: a) being able to identify ITAR product on the manufacturing floor and understand that access to these products and related technical data is restricted to only US Citizens and US Permanent Residents; b) recognition of  Foreign Person visitors by badge differentiation; c) understand and follow authorization procedures for bringing foreign visitors into facilities (VAL); d) understand the Export and ITAR requirements for shipments leaving the US; e) manage vendor approvals for ITAR manufacturing and services.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.