Service Desk Manager
Service Desk Manager
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Job Description
Service Desk Manager
CyberTeam dba ofTechnetoInc. is a dynamic and growing IT firm focused on driving customer success. As a CyberTeam team member you will leverage your customer service management and technical experience while driving continuous value both for our clients and CyberTeam. Gain the satisfaction of knowing that you are creating an immediate and positive impact for our customerson a daily basisby joining our talented and driven team!
CyberTeam is currently seeking a Service Desk Manager with experience working and managingaService Deskfor a Managed Service Provider (MSP).
As a Service Desk Manager you can expect to:
- Develop manage and coach customer help desk specialists and application support analyststo deliver exceptional customer experience
- Monitor report and analyze team performance to drive improvement in KPIs
- Ex: Call Quality Response Time Accuracy Resolution Time etc.
- Identify training gaps and assist in building educational opportunities to correct gaps
- Respond directly to support issues and service requests
- Interface with other team members to insure resolution of incidents in a timely manner
- Ensure customer satisfaction by maintaining constant communication on open service items
- Process configure deploy manage and maintain client inventory
- Carry out hardware & software installations/deployments
- Provide desktop infrastructure and field support
- Develop and manage an oncall rotation for support serviceseven after hours
- Assist in identifying trends in support requests
- Collaborate on and maintain support and operational processes
- Manage and maintain vendor relationships
- Manage and work with carriers service providers and vendors
- Manage vendor support services and client interactions
- Interview and recommend candidates for hire on an asneeded basis
- Other duties as assigned
Position Requirements
- Bachelors Degree (preferred)
- 5 years of IT Customer Service Management Experience with a Managed Services Provider
- 2 years of Dispatch experience
- Strong Leadership Experience
- Willingness to be Hands On and Do the Work
- Exceptional Time Management skills
- Strong in all major Microsoft Office product (Word Power Point Excel) RMM and PSA tools.
- Strong technical skills highly fluent in networking cloud hardware andITinfrastructure.
Compensation
- Competitive salary commensurate with experience.
- Comprehensive benefits package including:
- Medical
- Retirement plan
Get Started Today
Explore your opportunity to become a Service Desk ManagerwithCyberTeam. Apply online or email your questions to.
About CyberTeam
CyberTeam is a Managed Service Provider firm located in Purchase NY. We focus on the SMB market while serving various customer verticals with an emphasis on IT security. Our mission is to deliver costeffective business solutions while providing a challenging and fulfilling experience to our employees. We seek individuals who enjoy expanding their knowledge of technologies working as part of a team and participating in complex projects.
Our employees are CyberTeams mostvaluable asset. We offer a competitive and comprehensive salary and benefits package to all employees and invest in employee professional growth by providing a variety of educational and training opportunities.
Required Experience:
Senior IC
Employment Type
Full-Time
