Service Desk Manager

Description
Who we are:

MoneyGram is a customer-centric, digital-first, cross-border money movement network. Through our strong culture of fintech innovation, we're transforming the way consumers and businesses send and receive money in nearly every country around the world. Thanks to our cutting-edge platform and strategic partnerships with some of the world's leading brands, we are helping our millions of customers globally do more with their money through a comprehensive suite of digital and in-person products and services. This is all made possible by our dedicated and diverse team of professionals around the world. If you're ready for a career journey filled with exciting opportunities, come aboard and let's drive the future of payments together at MoneyGram!
The Numbers:

We serve over 50 million people every year in over 200 countries and territories
We're a global team of over 2,000 from 36 countries around the world
We process over $200 billion annually with digital transactions now making up about 50% of our money transfer business
We're known for our strong culture globally, demonstrated by:

"Top Workplaces USA" award winner (three consecutive years in a row!)
One of the "Best Places to Work" in the Middle East
Winner of many regional awards, such as "Friendly Workplace in Poland" and "Top Workplace in DFW" by The Dallas Morning News
What you will contribute:

The Service Desk Manager is primarily responsible for the leadership and direction of the global IT Service Support

effort includes tactical / direct "hands on" support, as well as overall development and oversight of the delivery process and organizational readiness.
What you'll do:


Leads the service support team and manages the strategy and direction for IT Service Support efforts and goals.Manages the performance of direct reports to assist the department and company in meeting its goals. Helps staff grow professionally by drafting and delivering meaningful performance appraisals, performance documentation and individual development plans.Retains staff by encouraging and assisting in their development and by providing on-going coaching.
Analyzes, optimizes, and improves the IT service support processes and creates documentation and training as needed to support these process changes.Follows industry best practices where appropriate. Provides feedback, analysis and strategic recommendations to individuals in all areas of IT (including all levels of management) to improve the IT Service Support process in an ongoing basis.Monitors calls, and conducts training.
Analyzes reported incidents and problems for the production environment, assessing patterns, making recommendations, implementation of software customization, ad-hoc reporting, and providing appropriate

requires a general understanding of all production environments and their interfaces.
Develops and reports meaningful service support metrics, identifying trends and recommendations for improvement, with the ultimate goal of improving IT effectiveness in responding to and/or predicting incidents and problems.
Works on technical support issues relating to the service support tools and software applications. Interfaces with 3rd-party vendors as necessary. Technical areas include, but are not limited to:
Linux, mainframe storage, middleware, production integration, and telecommunications operations.
Performs other duties as assigned.
What we're looking for:


BA/BS degree or equivalent relevant experience
5+ years' experience supporting service support processes such as incident, problem, or change management
3+ years' proven customer service experience, and must communicate clearly, courteously and professionally
3+ years' experience with a service desk tool such as CA Service Desk, Remedy, INFRA, Service Center
2+ years' experience leading or supervising technical staff
Strong demonstrated planning, problem solving, and analytical skills
Ability to anticipate problems, contribute innovative solutions to IT management
Proven ability to effectively lead teams and individuals through changes, adapting well to new directions in business requirements
Ability to communicate effectively with a variety of technical areas (Applications Development, Production Services, Operations and Technical Support)
Demonstrated ability to probe, diagnose and resolve customer issues
Ability to prioritize and handle multiple tasks, while working with minimal supervision
Excellent written and oral communication skills; ability to communicate technical information to non-technical personnel
General knowledge of IT systems including mainframe, server, network, and web technology, preferred
Project Management experience helpful, preferred
Why you will love working here:

Your future is in your hands. When you start a career at MoneyGram, you join a talented and motivated team that builds the success of a trusted, global provider of innovative money transfer and payment services. Here are some reasons it is so easy to love your career with us!

Flexible Remote First Flexibility
Generous PTO
13 Paid Holidays
Medical / Dental / Vision Insurance
Life, Disability and other benefits
401K with competitive Employer Match
Community Service Days
Generous parental leave