The Opportunity

Kansas City, MO
Information Technology

What you'll do


What You'll Be Doing

  • Inspire, train, coach and mentor a service desk team to achieve total and complete happiness for every person calling in with a problem.
  • Empathy will be your middle name as you teach a servant mentality.
  • Get the point across that every call coming in is an opportunity to IMPRESS.
  • Have an understanding of tools and processes, particularly ITSM processes and tools to ensure all objectives (that you've set) are met by your team.
  • Prime tool and platform is ServiceNow, so make sure you do whatever it takes for it to run smoothly and operating at full functional capacity.
  • Able to set goals for the team to include KPI's and trends.
  • Do major deep dive analysis into the help desk call stats so your team can adjust and get better.

What You'll Need to be Successfull

  • Naturally and genuinely enjoy working with people and helping them succeed.
  • Deep functional knowledge of most (not all) things surrounding desktop support processes, software, technology, best practices, hardware, etc.
  • Of course, know ServiceNow software or similar software like the back of your hand.
  • Exceptional interpersonal, written, and verbal communication skills
  • Demonstrated ability and experience leading, influencing, and negotiating
  • Drive for continuous improvement
  • Self-motivation and sense of urgency
  • Weekend and on-call availability

What you'll need


Experience: 5 to 8 years experience in a similar role.

We're looking for

Core Skills

Coaching Teaching Service Level Agreements Reporting Metrics Mentoring Inspiration Help Desk Support Service Delivery Management Interpersonal Analysis Trends Service Desk

A little bit about us

Havens Alliance Group - Executive & Technology Talent Solutions

Provide premier executive and I.T. Talent & Consulting Services to Fortune 500, mid-market, and emerging firms. We leverage an extensive advisory network to find PROVEN talent and expertise to ensure companies have the right people and skills to support their business strategy. Our core services include consulting, executive search, direct placement, staffing, with an expertise centered around technology. Unlike traditional firms in this space, we first forge new business opportunities for our clients, and then we ask to earn their business.

Are you interested?

Work With Us

Corp Culture and Benefits

  • Casual Fridays
  • Food in the fridge
  • Free coffee
  • Paid vacation
  • Medical/Dental,
  • 401k
  • Bonus plan
  • Right after bonus checks handed out - a huge blowout Christmas Party with unbelievable door prizes and gifts.