Service Desk Manager

Why GLS?
Purpose: Access to affordable, reliable transportation is essential to leading productive work and personal lives, caring well for oneself, one’s family, and the needs of others. Through advanced analytics and technology, we can more accurately predict credit risk and provide more people with an affordable auto financing option for their next vehicle. That’s what GLS has done for over 10 years, helping more than half a million families meet and improve their transportation needs. 
People: Join a culture of over 1,000 employees who Care Deeply and Think Boldly, driving innovation in an adaptive and positive culture that celebrates successes. We empower and reward individuals and teams who make direct, positive impacts to the business and each other, who take pride in their work and are ever-raising the bar. 
Growth: Recognized by Inc 5000 as one of the fastest-growing private companies in America. Join GLS to grow with us!
Benefits: GLS offers the below great benefits for your amazing work!o   Competitive base pay and performance bonuses, dependent on roleo   Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disabilityo   401K with employer match and 100% immediate vestingo   Paid Time Off (PTO) and paid company holidays to help you balance work and personal lifeo   Paid Volunteer Time Off (VTO) Annuallyo   Tuition Reimbursement o   Parental Leave o   Business casual work environment

What does it mean to be a Service Desk Manager at GLS?

The Service Desk Manager is responsible for the first level of support for the GLS Service Desk. This is a people-leadership position with direct reports located in Greenville, SC and Tempe, AZ.

How will you drive value within the organization as a Service Desk Manager?

• Technical Responsibilities:
• Work problem tickets and service requests.
• Evaluate, prioritize, and resolve incoming requests for assistance from users. Handle escalations from employees.          
• Triage and assign requests to team members.
• Investigate, diagnose, and resolve software and hardware problems, networking, and other computer related technologies and advise users on appropriate action.
• Log and track work using a problem management database and maintain historical records and related problem documentation.
• Build out knowledge base documentation to improve onboarding and training.
• Adhere to all Service Desk policies, standards, and procedures.
• Update and maintain company technical inventory.
• Leadership Responsibilities: