**Position Description** Manages a team that provides technical support for IT service deliverables. Fulfills requests, assists in incident and problem response, handles incident escalations and stays abreast of changes that may impact our environment. **Responsibilities** + Oversee incident (issues impacting IT services) and problem (one or more related incidents) responses from Level 1 and Level 2 Service Desk. + Respond to incidents and problems, focusing on swift resolution and excellent customer service. + Handle incident escalation from corporate and field leadership. + Create and maintain Service Desk work schedule. + Monitor call and incident queues to ensure sufficient coverage levels. + Conduct regular 1:1 meetings with team members. + Review performance and productivity pertaining to both calls and incidents. + Set goals and measure, manage, and coach team members to achieve them. + Participate in handling of employee relations situations. + Coordinate project-related tasks and manage through to completion. + Participate in on-call rotation with other team members. **Desired Skills and Experience** + Bachelor's degree is a plus, as well as 4+ years’ experience in IT or related field. + At least 2 years of Service Desk experience. + Successful completion of Flynn service desk new hire training. + ITIL foundation and/or HDI certifications a plus. + Excellent customer service, verbal and written communication skills required. + Ability to type 40 words per minute. + Ability to lift, carry, and place various equipment up to 50 pounds. **Why Work for Flynn?** Flynn Group offers a variety of benefits and perks to encourage and empower our employees. We are committed to helping each employee work and live to his or her fullest potential. We offer a variety of benefits and perks while working for us: + Medical/Dental/Vision + Retirement and Savings Plan + Short- and Long-Term Disability + Basic Life Insurance + Voluntary Life Insurance + Tuition Reimbursement + Paid Time Off + Flexible/Hybrid Work Schedules + Company Outings + Dining Discounts + PC/Laptop Purchase Assistance + On-Site Fitness Center + On-Site Daycare + On-Site Café + FUN Work Environment! **The Flynn Group is an Equal Opportunity Employer**