Service Desk Manager

We’re hiring a Service Desk Manager who will be a critical part of the IT department, reporting to the Senior Director of IT Service Delivery. As part of our IT solutions team, you will manage the performance of Level 1 and Level 2 service desk techs. You will ensure that service levels are achieved, and customer expectations are met or exceeded. You will be mentoring the team and ensuring ticket distribution is spread among the group. In this role, you will ensure continuity of service by administering staff schedules and on-call shifts, developing and refining resolution processes to reduce turnaround times, and fostering a collaborative, cooperative atmosphere.

We offer a flexible work environment. This means working up to 2 days a week remotely and the rest of the time in our Waltham, MA office.

For over 75 years Global Partners has been delivering the energy, products, and services that make life better. We’ve also successfully developed community integrated convenience stores where we are transforming the customer experience and rethinking what it means to lead as an adaptive energy distribution company. This is a source of pride and frankly we don’t plan on stopping. With our recent game changers such as Alltown Fresh Gourmet Market and Renewable Diesel Fuel, we are looking to continue responsible and innovative growth. From design, supply, and tech we’re looking for people to contribute to our company’s direction. Global Partners is a great opportunity for those looking to develop their career with a longstanding company motivated by what’s next.

The Types of “Energy” You Bring

• Excellent written and verbal communication skills
• You are self-motivated and likes to take initiative
• You are a team player with a positive attitude
• You have strong time management skills

“Gauges” of Responsibility

• Timely and efficient incident and problem resolution
• Resolve escalated and priority issues.
• Set coverage and on-call schedules to ensure constant service coverage.
• Responsible for ensuring the staff are meeting our defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service.
• Develop and refine problem resolution processes.
• Maintain and update onboarding documentation and processes for new hires.
• Ensure there is documentation created for the team, and work with the application engineer to ensure that documentation is current once a self-service portal is created for our users.
• Work with the Application Engineer to create dashboards in the new ITSM tool which will allow you to monitor workload
• Train, coach, and mentor our Service Desk technicians.

“Fuel” for You

• Coins! We offer competitive salaries and opportunities for growth. We mean it! We have an amazing Talent Development Team who create trainings for growth and job development.
• Health + Wellness - Medical, Dental, Visions and Life Insurance. Along with additional wellness support.
• The Road Ahead – We offer 401k and a match component!
• Professional Development - We provide tuition reimbursement; this benefit is offered after 6 months of service.
• Give Back! We believe in community support. We know everyone gives in their own way, that’s why we offer paid volunteer time-off to you to help an organization of your choice.

The GPS of our Interview Process

• First thing first, if you’re interested in the role, please apply.
• A talent acquisition team member will review your resume in partnership with the hiring manager. If your experience would lend to this opportunity a recruiter will contact you.
• We conduct “in-person” (ZOOM) interviews and provide additional interview information or other items needed at that time.

QUALIFICATIONS

• 5+ years’ experience in an IT or help desk environment
• Comprehensive knowledge of IT best practices and processes
• Strong communication skills, organizational, and leadership skills

Education Requirement

• Bachelor's degree preferred in Computer Science, Information Technology, or a related field

Research shows that many, especially women and marginalized people, are hesitant to apply for job if they don’t check every box. If you are excited about this position, and think you could have an impact here, please apply anyway, even if you don’t meet every point on the job description. We’d love to hear from you.

Global Partners LP is an equal opportunity employer. We foster a company culture where ideas from all people help us grow, move and thrive. We embrace the diversity of all applicants and do not discriminate against race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability, protected veteran status or any other basis prohibited by federal, state or local law. If you have a disability and need an accommodation to apply, please contact our recruiting department at 781-891-4000.