At Extra Space Storage, what matters to you, matters to us! Join a company that cares about you. It is an exciting time to be at Extra Space. We have been featured on multiple "Best Places to Work" awards, including Forbes and Glassdoor. We’re an S&P 500 company that hasn’t stopped growing since our founding in 1977. Today we are leading the self-storage industry in more ways than one, but in order to maintain this lead, we need exceptionally motivated, capable, and driven people like you. Self-storage is our product, helping people is our passion. Come grow with the largest self-storage company in the world and find out why so many of our employees recommend us as a great place to work. **Job Summary** The Service Desk Manager oversees the operations of the line I Service Desk teams, ensuring that technical issues and service requests are appropriately managed, prioritized, and resolved. This role is responsible for driving process improvements, managing escalations, and ensuring a high level of service delivery. The Manager will develop and implement long-term strategies to grow and maintain the Service Desk function, balancing operational efficiency with a customer-centric approach. The role requires leading the team, managing complex incidents, providing performance feedback to Service Desk Supervisors and Service Desk Technicians, and collaborating with IT leadership to align the Service Desk's activities with organizational objectives. **Primary Responsibilities** + Service Desk Operations Management: Manage the day-to-day operations of the Service Desk, ensuring efficient handling of incidents, service requests, and escalations. Oversee all phases of Service Desk support including coordination, monitoring, logging, tracking, and resolution. + Process Improvement & Strategy: Develop long-term strategies for improving Service Desk processes, growing the department, and enhancing service delivery. Propose budgetary recommendations to upper management for resources and tools. + Leadership & Supervision: Hire, train, and supervise Service Desk staff, including Technicians and Supervisors. Oversee work assignments, performance reviews, and professional development activities. + Performance Management: Set yearly goals for Service Desk staff, track performance through metrics, and provide feedback via regular 1:1 meetings. Conduct mid-year and year-end reviews to assess goal achievement and recommend development plans. + Escalation & Incident Management: Handle escalated incidents, including complex software, hardware, and procedural issues not resolved by Service Desk Technicians. Conduct root cause analysis and ensure resolution of recurring problems. + Training & Development: Ensure that Service Desk staff are trained and updated on troubleshooting techniques, new technologies, and customer service skills. Lead initiatives to improve staff knowledge and enhance their technical capabilities. + System & Technology Management: Oversee the implementation and maintenance of Service Desk projects. Coordinate hardware and software installations as well as updates to internal procedures. + Reporting & Analytics: Analyze Service Desk performance data, such as ticket trends and customer satisfaction scores. Provide detailed reports to upper management and propose process or procedural improvements based on data-driven insights. + Cross-Department Collaboration: Collaborate with IT teams, supervisors, and management to align Service Desk activities with organizational objectives. Partner with other IT Services teams to meet customer needs through effective issue resolution and system enhancements. + Compliance & Security: Ensure that security incident tickets are promptly addressed in accordance with security policies and SLAs. Collaborate with relevant teams to handle and resolve security-related service desk issues. **Job Specifications** + Technical Proficiency: Advanced knowledge of Microsoft Office Suite, desktop management tools, and ticketing systems (e.g., Jira Service Desk, SCCM, Kaseya, or Intune). Working knowledge of Active Directory, Windows Server, and phone system routing workflows is preferred. + Leadership Skills: Ability to lead and mentor teams, define objectives, and manage individual workloads while fostering a collaborative and customer-focused environment. + Analytical Skills: Strong ability to define problems, collect and analyze data, and provide actionable insights and solutions. Experience with dashboards and reporting tools like Excel and Power BI is advantageous. + Customer Service: Effective communication and customer service skills to interact with internal stakeholders and translate their needs into technical solutions. **Education and Experience** + Education: Associate's degree in Computer Science, Information Technology, or related field; equivalent technical training or relevant certifications (e.g., A+, ITIL, MCSA) may be considered. + Experience: 5+ years of help desk or IT operations experience, with at least 2 years in a leadership or supervisory role. Experience in managing and optimizing Service Desk operations is required. + Certifications: A+ certification required; ITIL, MCSA, or Network+ certifications preferred. **Working Conditions/Physical Demands** Performs sedentary work in an office environment with limited lifting (less than 10 pounds) or walking required. Close visual acuity required to perform work at computer terminal. No exposure to adverse environmental conditions. Requires repetitive typing motion, talking, hearing, grasping, and feeling. **Disclaimer** The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. We pride ourselves on hiring top talent and provide the following benefits and more: + Well-defined career paths + Great work/life balance and hybrid work schedule + Medical, dental, and vision benefits + Health Savings Account (HSA) or Flexible Spending (FSA) + Company paid Life, AD&D, and Short- & Long-Term Disability + 401K with company match after 90 days of service + Holiday pay and paid time off + Extensive wellness program and various employee discount programs + Personal health advocate + On-site fitness center + Free soda, coffee, and snacks all day every day and much, much more! **If you are a current Extra Space employee, please apply through Jobs Hub in Workday.** We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.