Green Thumb Industries

Service Desk Manager

Green Thumb Industries

Chicago, Illinois • Full-Time 💰 $100,000-$125,000

Posted 11 hours ago • 2 views

Job Description

The Service Desk Manager will manage a team of Service Desk Analysts and IT support personnel, ensuring efficient resolution of technical issues, optimal user experience, and adherence to ITIL best practices for GTI staff across all locations. This role will oversee IT support operations, ensuring high-quality service delivery and continuous improvement in IT service management.

Key Responsibilities

  • Lead and manage the IT Service Desk team, ensuring timely and effective resolution of IT support requests.
  • Develop and implement SLAs and KPIs to measure and improve support efficiency.
  • Provide coaching, training and mentorship to Service Desk staff to enhance their technical and customer service skills.
  • Oversee ticketing system management, ensuring proper categorization, prioritization and escalation of incidents.
  • Implement knowledge management strategies, including self-service resources, to enhance end-user support.
  • Define, implement and continuously improve IT service management processes based on ITIL frameworks.
  • Ensure high-quality IT services are delivered consistently across the organization.
  • Monitor service performance and identify areas for improvement to enhance end-user satisfaction.
  • Collaborate with IT leadership to align service delivery with business objectives and technology roadmaps.
  • Manage IT service incidents, problems and changes to minimize disruption to business operations.
  • Develop and enforce IT policies and procedures related to service desk operations and service delivery.
  • Lead IT audits and risk assessments related to service support functions.
  • Ensure the end-to-end customer experience, acting as a single point-of-contact for escalated issues.
  • Monitor and respond to issues via our Service Desk ticketing system.
  • Proactively and reactively address alerts from our system monitoring platform.
  • Communicate effectively during outages and priority incidents, ensuring stakeholders are informed and updated.
  • Mentor and train junior IT Service Desk Analysts, sharing knowledge and best practices.
  • Occasionally visit retail stores and grow/manufacturing facilities for general maintenance and incident response.
  • Support overall information systems planning, implementation and administration in a variety of IT functional areas.

Requirements

  • 4+ years of experience in IT service management, with at least 2 years in a leadership role.
  • Strong knowledge of ITIL frameworks; ITIL certification (Foundation or higher) is preferred.
  • Experience with IT Service Management platforms.
  • Strong leadership, team management and customer service skills.
  • Excellent problem-solving abilities and a proactive approach to IT service improvement.
  • Experience managing vendors, contracts, and SLAs.
  • Excellent judgment and the ability to operate with little oversight.
  • Resourceful and responsive to employee’s needs, with excellent communication skills, both written and verbal.
  • Bachelor’s degree in information technology, Computer Science or a related field (or equivalent experience).
  • Must pass any and all required background checks.
  • Must be and remain compliant with all legal or company regulations for working in the industry.
  • Must possess valid driver’s license.
  • Must be a minimum of 21 years of age.

Benefits & Perks

  • Competitive pay
  • Discretionary annual incentive program driven by organization and individual performance.

Job Details

Job Type

Full-Time

Category

Technology

Required License

Cannabis Employee Permit

Company Size

4000+ employees

Remote Work

On-site

Pay Range

$100,000-$125,000

About Green Thumb Industries

Green Thumb Industries

Green Thumb Industries

Cannabis Cultivation

Green Thumb Industries (GTI) is a national cannabis consumer packaged goods company and retailer headquartered in Chicago. GTI believes in the power of cannabis to improve health, happiness, and comfort, operating over 90 retail locations (RISE dispensaries) across multiple states. Their portfolio includes brands like RYTHM, Dogwalkers, Beboe, Good Green, Doctor Solomons, and incredibles.

Chicago, IL
4000+ employees employees
Founded in 2014
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