Manager, Deskside Support & IT Operations - HNI : Job Details

HNI Corporation is a global family of brands for the workplace and home dedicated to enhancing the spaces where we live, work, and gather. We pride ourselves on fostering an environment where we make a positive impact on others; upholding our beliefs in integrity, inclusion and belonging.

Your Impact Starts the Day You Do!

What We Need:

We are looking for a Manager, Deskside Support & IT Operations to join our Information & Digital Technology organization in Muscatine, Iowa.

The Manager of Deskside Support & IT Operations is responsible for overseeing the daily operations of the Deskside Support team, as well as managing the relationships and performance of outsourced service desk and data center NOC services. This role ensures high availability, performance, and user satisfaction across all IT support functions, providing leadership in process optimization, incident resolution, and service improvement initiatives.

What You Will Do:

Deskside Support Management:

* Lead and manage the Deskside Support team, ensuring the delivery of high-quality technical support to end-users.

* Oversee ticketing systems, ensuring timely resolution of incidents and service requests.

* Develop and implement policies, procedures, and training for the Deskside Support team to enhance efficiency and user satisfaction.

* Conduct performance reviews, provide coaching, and foster professional development within the team.

Outsourced Service Desk Management:

* Manage the relationship with outsourced service desk providers, ensuring adherence to service level agreements (SLAs).

* Monitor and analyze service desk performance metrics, making recommendations for improvements where necessary.

* Serve as the primary escalation point for complex or unresolved issues, working closely with the service desk provider to resolve them.

* Collaborate with the service desk provider to implement continuous improvement initiatives and enhance service delivery.

Data Center NOC Services Management:

* Oversee the performance and reliability of outsourced data center NOC services.

* Ensure the NOC team is effectively monitoring network performance, data center operations, and responding to incidents.

* Coordinate with NOC providers to ensure all critical systems are monitored, and appropriate actions are taken during outages or performance issues.

* Develop and maintain disaster recovery and incident response plans, working closely with NOC services to execute them as needed.

Process Improvement and Strategic Planning:

* Identify and implement process improvements to enhance the efficiency and effectiveness of IT operations.

* Collaborate with senior IT leadership to develop and execute strategic plans for IT support services.

* Stay current with industry trends, technologies, and best practices in IT support and operations management.

* Lead or participate in IT projects as needed, ensuring alignment with business objectives.

Budget and Resource Management:

* Manage the budget for the Deskside Support team and outsourced services, optimizing costs while maintaining high service standards.

* Plan and allocate resources effectively to meet business demands and support growth.

What You Have:

* Bachelor's degree in Information Technology, Computer Science, or 5+ years related business experience; relevant certifications (e.g., ITIL, PMP) are a plus.

* 5+ years of experience in IT support or operations management, with at least 2 years in a supervisory or managerial role.

* Proven experience managing outsourced IT services, including service desk and NOC operations.

* Strong knowledge of IT infrastructure, networking, and data center operations.

* Experience with ITSM tools, incident management, and performance metrics.

What You're Good At:

* Excellent leadership and team managerial skills

* Strong communication and interpersonal skills, with the ability to interact effectively with all levels of the organization.

* Analytical and problem-solving abilities, with a focus on continuous improvement.

* Ability to work under pressure and manage multiple priorities in a fast-paced environment.

HNI Corporation (NYSE: HNI) is a manufacturer of workplace furnishings and building products, operating under two segments. The workplace furnishings segment is a leading global designer and provider of commercial furnishings, going to market under multiple unique brands. The residential building products segment is the nation's leading manufacturer and marketer of hearth products.

As one of the larger employers in Iowa, HNI Corporation was recognized in 2018, 2019, and 2020 for the diversity of our Board of Directors and was named in 2020, 2021, and #6 in 2022 as one of America's Most Responsible Companies by Newsweek.

How we act today protects how we live tomorrow. Check out our CSR Report here:

Diversity, equity, and inclusion (DEI), are not just core beliefs at HNI - they are operational imperatives. We value each other's differences in experiences and ideas to solve problems and better serve our customers. Take a look at our DEI goals here:

We offer Benefits on Day 1, including a new voluntary benefit, Daily Pay! To learn about all the benefits HNI has to offer visit www.HNIbenefits.com.

We also invite you to visit us at www.HNICorp.com to learn more!