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Job Openings >> IT Service Desk Manager
IT Service Desk Manager
Title:IT Service Desk Manager
Department:Information Technology
Location:Buffalo, NY

Graphic Controls, a Nissha Company, is a growing Buffalo based Company specializing in printed products for the gaming, medical, and recording supply markets. A global leader in these areas, Graphic Controls is expanding into new markets and is looking for qualified candidates to grow with the Company. An entry level position allows you start with a Company with many growth and promotion opportunities, while providing job stability with an average length of service of over 15 years.

We are looking for an experienced, process-driven IT Service Desk Manager to help develop, lead and motivate a high-performance dispersed team of Service Desk professionals to deliver outstanding technical support resulting in timely resolution and a high degree of customer satisfaction.

Essential Job functions:

  • Managing a dispersed team of Technical Support professionals
  • Developing and managing Service Level Agreements (SLAs) to establish request and problem resolution expectations and timeframes.
  • Analyzing the performance of Service Desk activities and documented resolutions.
  • Developing and demonstrating an understanding of end user and company needs.
  • Developing and maintaining plans for the support team to take on the support new application/product releases.
  • Working with application owners to ensure defects or problems are relayed to the application owner for problem analysis and potential resolution
  • Ability to manage cross site and cross culture
  • Manage end user relations to ensure end user requirements are clearly understood and implemented in and implemented by identifying opportunities and leading initiatives that focus on improving internal processes and customer service performance.
  • Responds to and/or handles escalations received from management or customers in a timely fashion, ensuring issues are resolved or escalated to the appropriate group.



  • Develop service levels, service agreements, and manage the daily activities of the IT Service Desk staff.
  • Ensure quality management is established to analyze and evaluate the effectiveness and benefits of services and processes.
  • Ability to define and develop foundational components of a Service Desk - metrics, process, organization, tools, skills.
  • Utilize ITIL based standard operating procedures, key performance indicators (KPIs), and reports to provide visibility to service desk performance and quality. Provide data and reporting of KPI’s and trends to IT department and others both scheduled and on-demand.
  • Maintain and improve service quality and measuring customer satisfaction through quality standards and measurements.
  • Five plus years of experience providing support to users in a Service Desk environment.
  • Bachelor’s degree in a computer science or IT related field/and or 5-10 years of relevant work experience.

benefits offered including medical, dental, 401K, education assistance, and more!

Graphic Controls, a Nissha company, is an Equal Opportunity Employer; and considers applicants for all positions without regard to race, color, religion, creed, gender, gender identity, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. In addition, Graphic Controls will provide reasonable accommodations for qualified individuals with disabilities. If you need assistance with completing the online application process, please call Graphic Controls at (716) 847-7592.
This opening is closed and is no longer accepting applications
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