It Service Desk Lead - Msp

Essence of a Service Manager

As the service manager of ASG, you are ultimately responsible for end
user experience. If our customers are happy – you have done your job
correctly. To keep our customers happy however is more than ticket
closure, it is making sure that every end user that reaches out to ASG for
support receives that “white-glove” experience. That means you wear the
hat of quality control – making sure that each interaction whether it be
through the phone or in email, the communication lives up to that
expectation. To keep our service above the competition, the service
manager should look for ways to keep ticket count down. Again, this is a
big picture task – analyze current trends and see how we can automate or
get in front of the issue through alerts or proactive measures. It’s critical
that the you do not get stuck in the weeds.
You must be the embodiment of our core values and strive to ensure that
our service is excellent, functional, easily accessible, and that we most
importantly: Communicate.

With being a manager, you are required to lead, manage and hold your
team accountable. Setting clear expectations and aligning your team on
shared goals is the key to success. When everyone shares a common
understanding, it helps each team member know what they’re
accountable for. Each member on your team should understand what role
they play in helping the company achieve their goals. To have a
successful team that delivers the white-glove experience, you need to
understand the dynamic of the members on your team and how they will
best work together and play to their strengths.

Essential Duties and Responsibilities
o Department vision.
o Lead, manage, and empower all team members including real
time performance management.
o Evaluate and improve company workflow, evaluating its
effectiveness as the company growso Take responsibility for tickets moving through the queue of each
delivery area and create a culture of ownership for each
technician
o Identify processes and equip the team necessary with the tools
required to provide seamless service delivery
o Onboard new SD employees successfully and train to the ASG
standard
o Drive reactive ticket reduction by analyzing reoccurring issues
and tasking team members with proper approaches and root
cause resolutions
o Owning ASG’s SD CSAT fully.
o Remediate any negative or ‘ok’ reviews from end-users

o Be focused on client end user tickets and work to remediate them as a tier-2+ technician
o Work with ASG executives to ensure we have continuing
education and growth planned for each SD resource
Expectations:
o Clients are measurably happy - retention is high, and data
demonstrates a high level of satisfaction (CSAT scores, survey
responses, direct feedback, etc.) .
o Team members are happy and understand the company goals
and how they play into the big picture.
o Team members own their respective rocks and KPIs and are held
accountable for them - in order to sustainably grow our business
with happy customers and happy associates.
o Team members feel adequately trained for the position they are
in.
o Breeding A culture of ownership—individuals and departments
own and take responsibility for the outcomes associated with
their roles—is created throughout the service delivery teams,
resulting in greater efficiency and greater service to clients.
o Reoccuring review to ensure tickets are moving through the
board efficiently, no one is stuck floundering, and making
decisions as to how things should be handled.
o Ensuring daily that each technician is putting their time in as the
day progresses and not at the end, no matter how busy the desk
is.
o Ensuring time tracking, ticket entry, and note taking
expectations are being followed.