Service Desk Manager

Job Title: Service Desk Manager

Location: Hybrid - DE, PA, FL

Duration: Full Time

Overview:

Our client is looking for a Service Desk Manager. Responsible for exhibiting Mission, Vision and Values, regarding external customers, agencies, vendors, internal departments and co-workers.

Job Summary:

The Service Desk Manager is responsible for managing and advancing service and support of business technology related incidents and problems as well as delivering business generated service requests. The position requires strong managerial skills, technical depth, a commitment to business user satisfaction and experience in driving process and service improvements.

Primary duties and responsibilities include:

• Manage all staffing aspects of the service desk, including motivation, hiring and ongoing management, preparation of performance evaluations and training.
• Develop, manage, measure and report on key service-level metrics.
• Ensure process and policies used by the service desk are documented, maintained and applied.
• Manage staffing and shifts to ensure proper support coverage and availabilities to meet business needs to optimize Service Desk performance, including a 24x7 on call rotation.
• Identify issue trends and take any needed corrective actions.
• Project coordination and management.
• Manage the operational costs and expenditures of the Service Desk.
• Act as the primary incident manager for major incidents.
• Monitor tickets and calls to ensure quality of service.
• Manage, measure and improve end user technology support experience through regular interaction, surveys and other methods of feedback.
• Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
• Manage vendor relationships.
• Work closely with other members of BIS Leadership to develop and implement initiative and projects.

Requirements:

• Knowledge and experience of ITIL and ITSM principles.
• 5+ years of managing and IT service and support organization.
• Advanced knowledge of end users support and troubleshooting to provide support to and mentoring of Service Desk Analysts.
• Strong written and verbal communication skills.
• Strong analysis skills.
• Experience operating in and supporting an enterprise environment.
• Experience with the execution and management of IT related projects.
• Understand complex and interdependencies of various systems and applications.
• Experience with Windows clients, Microsoft and other online services.

Working Conditions:
Travel up to 25% to other company locations may be required.