Service Desk Manager
Service Desk Manager
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$ 90000 - 110000
1 Vacancy
Job Description
Position Summary:
The Service Desk Manager is responsible for managing a 24x7 team of IT resources providing support services to customers. Duties include ensuring the department achieves its performance goals and interacting with customers to understand needs and provide reports on activities.
The Service Desk Manager works closely with other departments and the customer to ensure delivery of services. They are responsible for identifying areas for improvement and working with the customer and other functional areas to implement those improvements. They will measure their team and enact activities to ensure that services are delivered in compliance with SLAs.
Essential Functions:
Manage staff of IT support professionals that deliver IT support services to external customers.
Support ITIL aligned service practices to ensure process adherence
Ensure that team members are trained and equipped with the right tools to provide support to customers
Create and organize work plan for resources to ensure that SLAs are achieved
Conduct quality control activities and provide regular performance evaluation and feedback to resources
Ensure compliance of the work performed by team members with established procedures
Analyze support processes for efficiency and quality; make changes to improve processes
Work directly with internal and external customers to ensure the quality of service delivery
Provide customers with periodic status reports on support trends and specific activities
Pilot new support processes in conjunction with the customer
Update support processes as directed by the customer
Participate in customer onboarding activities
May need to take calls as last line of defense
Required Qualifications (This should include any minimum education work experience knowledge & skills necessary to perform the functions of the position):
High school diploma or GED
6 years IT support experience
4 years supervisory or management experience in an IT support environment
Other Qualifications:
Able to supervise others with responsibilities including organizing work to achieve goals delegating responsibility training team members performance evaluation and administering discipline
Good knowledge of IT support concepts and practices particularly ITIL
Perform effectively with frequent workload changes and competing priorities
Interact with management levels at a customer to establish support procedure and address escalated issues
Analyze data to forecast workload and ensure appropriate staffing levels along with proactive identification of negative trends and opportunities for improvement
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Required Experience:
Manager
Employment Type
Full-Time
