It Service Desk Manager

Are you an experienced IT service manager with a passion for helping customers?

FeatherShark is looking for an IT Service Desk Manager to lead the Service Desk area of the company as we continue our rapid growth.

The IT Service Desk manager is responsible for providing world-class customer experiences when they contact FeatherShark for assistance. This position in in person in our Chesterfield, MO office.

Company Overview

FeatherShark is a Managed IT Services provider focusing on helping Fire and EMS Agencies in the Midwest. We help our clients unlock the power of technology so they can do their best work.

Key Responsibilities and Accountabilities

• Organize, train, and manage the service team to deliver “wow” customer experiences consistently.
• Establish and monitor metrics to ensure customer satisfaction
• Maintain consistent and proactive communication with clients, including regular check-ins, service updates, and responding promptly to client inquiries, concerns, and reviews.
• Oversee ticket triage, resource allocation, and dispatch to ensure efficient resolution of service tickets within SLA.
• Regularly monitor tickets to maintain high-quality customer experiences
• Regularly assess the skills and competencies of team members to identify areas for development.
• Encourage a culture of continual learning on the team
• Interview and hire amazing teammates as we continue to grow our team
• Analyze data to identify trends, areas for improvement, and successes. Based on the analysis, recommend process improvements.

The successful candidate will have the following characteristics:

• BA/BS, or equivalent experience.
• Have managed or participated in a rapidly expanding IT service team.
• Self-driven, results-oriented, positive outlook, and a clear focus on high quality.
• Mature, credible, and comfortable with dealing with front-line team members and senior company executives.
• Adaptable and eager for new experience, responsibility, and accountability
• Be a strong mentor and coach
• Be a super-organized, "get it done" kind of person.
• Be a self-starter with the ability to identify issues and resolve problems.
• Able to communicate effectively in person, by phone, and in written media.
• Possesses the ability to work well with all levels of internal management and staff, as well as outside clients and vendors.
• An intensely curious, voracious learner, and able to rapidly grow with the company.

Benefits:

• 3 weeks paid time off
• 7 annual paid company holidays
• Company provided health care, dental and vision insurance
• 401K with company match
• Short and long term disability insurance