Service Desk Manager
Share
Job Location:
Washington - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
About this Position:
Job Title: Service Desk Manager
Responsibilities:
-
Oversee and manage a team of IT Support technicians including training coaching and performance monitoring.
-
Provides leadership and direction to IT Support team fostering a collaborative and high- performance work environment.
-
Ensures that IT Support tickets adhere to high quality standards meet ticketing SLAs and meet the expectations of customers.
-
Ensures that IT Support staff provide timely and effective support to end-users resolving technical issues and fulfilling service requests in a professional and customer-focused manner.
-
Coordinate the response to and resolution of IT incidents ensuring that service desk staff follow established protocols and procedures to minimize downtime and impact on users.
-
Analyze recurring issues and trends to identify underlying problems and implement corrective actions to prevent future incidents.
-
Monitor service level agreements (SLAs) for IT support services ensuring that performance meets or exceeds agreed-upon targets.
-
Manage the escalation of complex or high-priority issues to appropriate technical teams or management ensuring timely resolution and communication to affected stakeholders.
Qualifications:
-
8 years of relevant applicable professional experience.
-
Experience as Service Desk Team leadership.
-
Experience with managing customer expectations and delivering the highest quality customer service.
-
ServiceNow expertise for queue management and ticket fulfillment.
-
Bachelors degree from an accredited college or university.
Key Skills
- Editorial
- Catering
- B2C
- Camp
- Computer Engineering
