Service Desk Manager

We're hiring aService Desk Managerwho will be a critical part of theIT department, reporting to the Senior Director of IT Service Delivery. As part of our IT solutions team, you will manage the performance of Level 1 and Level 2 service desk techs. You will ensure that service levels are achieved, and customer expectations are met or exceeded. You will be mentoring the team and ensuring ticket distribution is spread among the group. In this role, you will ensure continuity of service by administering staff schedules and on-call shifts, developing and refining resolution processes to reduce turnaround times, and fostering a collaborative, cooperative atmosphere.

We offer a flexible work environment. This means working up to 2 days a week remotely and the rest of the time in our Waltham, MA office.

For over 90 years Global Partners LP has been delivering the energy our communities need to grow, move, and thrive. FromAlltown Fresh, with its innovative chef-led creations and guest-focused retail experience, to our vast network of over 50 liquid energy terminals across the eastern seaboard and beyond, Global Partner's integrated network of businesses delivers value day-in and day-out to our guests and customers across the US. At Global Partners we embrace the future, investing in the energy transition with initiatives likeGlobalGLOand supporting the communities in which we operate with our charitable work.

We're excited for the next 90 years at Global Partners and what innovative new ideas we can bring to our guests and customers in the future. We're looking for passionate people with great ideas to contribute to our company's future. If you're motivated by what's next, Global Partners can provide you the opportunities to push your career to the next level.

The Types of "Energy" You Bring

• Excellent written and verbal communication skills
• You are self-motivated and likes to take initiative
• You are a team player with a positive attitude
• You have strong time management skills

"Gauges" of Responsibility

• Timely and efficient incident and problem resolution
• Resolve escalated and priority issues.
• Set coverage and on-call schedules to ensure constant service coverage.
• Responsible for ensuring the staff are meeting our defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service.
• Develop and refine problem resolution processes.
• Maintain and update onboarding documentation and processes for new hires.
• Ensure there is documentation created for the team, and work with the application engineer to ensure that documentation is current once a self-service portal is created for our users.
• Work with the Application Engineer to create dashboards in the new ITSM tool which will allow you to monitor workload
• Train, coach, and mentor our Service Desk technicians.

"Fuel" forYou

• Coins!We offer competitive salaries and opportunities for growth. We mean it! We have an amazing Talent Development Team who create trainings for growth and job development.
• Health + Wellness- Medical, Dental, Visions and Life Insurance. Along with additional wellness support.
• The Road Ahead- We offer 401k and a match component!
• Professional Development- We provide tuition reimbursement; this benefit is offered after 6 months of service.
• Give Back! We believe in community support. We know everyone gives in their own way, that's why we offer paid volunteer time-off to you to help an organization of your choice.

The GPS of our Interview Process

• First thing first, if you're interested in the role, please apply.
• A talent acquisition team member will review your resume in partnership with the hiring manager. If your experience would lend to this opportunity a recruiter willcontactyou.
• We conduct "in-person" (ZOOM) interviews and provide additional interview information or other items needed at that time.

QUALIFICATIONS

• 5+ years' experience in an IT or help desk environment
• Comprehensive knowledge of IT best practices and processes
• Strong communication skills, organizational, and leadership skills

Education Requirement

• Bachelor's degree preferred in Computer Science, Information Technology, or a related field

We value passion and potential. If you are enthusiastic about a position and think you can make a meaningful impact, we encourage you to apply even if you don't check every box. We embrace different perspectives, backgrounds and experiences.

Global Partners LP is an equal opportunity employer. We foster a company culture where ideas from all people help us grow, move and thrive. We embrace the diversity of all applicants and do not discriminate against race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability, protected veteran status or any other basis prohibited by federal, state or local law. If you have a disability and need an accommodation to apply, please contact our recruiting department at 781-891-4000.

*Disclaimer: At Global Partners, we don't use lie detector tests for any employment decisions. We follow all the rules and regulations, so we need to let you know: In Massachusetts, it's illegal to require or administer a lie detector test as a condition of employment of continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.