Manager, Service Desk

SUMMARY: The Service Desk Manager is responsible for overseeing the day-to-day operations to ensure our value partners receive the support they require. The duties include managing team members; providing best in class customer service and support; hardware and software assets; vendors; hardware & software procurement. Responsible for ensuring all calls to the IT support line are answered within service level agreement, and issues are addressed in a service oriented and timely fashion. Responsible for developing core KPIs to measure associate and department performance. Responsible for developing the skills and abilities of team members, as well as their own, and serve as a knowledge resource for others. Institute a mindset of continuous improvement. Has an aptitude for new technology; maintain cooperative working relationships with customers; and demonstrate sensitivity to and respect for a diverse employee population. The Service Desk Manager is obsessed with customer service and has ownership of the customer experience.

DUTIES & RESPONSIBILITIES:

Responsibilities include, but are not limited to:

• Manage Service Desk activities and respond to inquiries; provide solutions or escalate complex problems to appropriate personnel as required and ensure proper problem notification procedures are being followed.
• Plan, organize, and direct the work of Service Desk support staff; schedule shift and on-call coverage; evaluate and document performance and recommend disciplinary action when necessary; review staff work for accuracy and timely completion of assigned duties.
• Lead, mentor, coaches and develop team members by helping facilitate team-building exercises, leading group meetings and discussion forums, and promoting a positive work environment. Establishes individual development plans for team members and promotes continuous professional development and growth.
• Ensure all processes used by the Service Desk are thoroughly documented, consistently audited, and regularly improved.
• Proactively identify process improvement opportunities through assessments such as SWOT (Strength, Weakness, Opportunity, and Threats), CSA (Current State Analysis), and regular benchmarking.
• Manage and drive the ticket process to ensure issues are escalated appropriately and closed timely to exceed response and resolution Service Level Agreements (SLA) with our customers.
• Responsible for resolving and generating daily, weekly, monthly ticket escalation, metrics, KPI's, quality and performance reporting service improvements and distribution within Information Technology.
• Performs ongoing quality assurance of service tickets; generates survey results comparison with scorecards; manages KPI's, metrics, and performance analysis.
• Provides instructions to new and existing employees on features, capabilities, and policies of systems used and assists employees with utilizing application software to meet their needs.
• Stays current with developments and changes in the desktop and related hardware and applications software industry. Review and tests new hardware and software.
• Being aware of and managing the costs of running the Service Desk.
• Oversee the management of mobile devices including procurement management.
• Other duties as assigned.

MINIMUM REQUIREMENTS:

• Bachelor of Science in Computer Sciences, Information Systems, Management Information Systems, Information Technology, or closely related field or experience in lieu of degree.
• 7 years of progressive working experience in a Service Desk support role.
• 7 years working experience in technical computing background in desktop, laptop, and operating systems such as current desktop windows versions and knowledge of standard business software applications, including Microsoft Office suite.
• 3 years of working experience in ITIL best practices pertaining to incident, problem, change, asset, and service level management.
• At least 3 years of experience as a Help Desk Manager or in a technical support role.
• Demonstrated ability to function with little supervision under tight deadlines.
• Demonstrated ability to establish professional relationships with internal and external customers.
• Demonstrated ability to perform in a fast-paced environment, and effectively manage and use resources to successfully meet the competing deadlines of a variety of tasks, problems, and projects.
• Experience with establishing SLAs with a background in service delivery and service support processes.
• Experience with Service Now.
• This position requires up to 25% travel on an annual basis.
• Demonstrated strong verbal and written communication skills.
• Willingness to participate in flexible schedules, holidays, and weekends.

PREFERRED REQUIREMENTS:

• Certification in ITIL, HDI or process improvement; Information Technology Certification equivalent to a CompTIA ITF+, A+, Network +, Security +, MCP, MCSE.
• Advanced working knowledge of Windows Operating Systems, Microsoft Office Suites, and other business applications.
• Working experience in quality assurance, and reporting metrics KPI's, and service levels trends.
• Action- oriented and self-motivated with the ability to improve the effectiveness, performance, and efficiency of the Service Desk support team.
• Working experience in ITSM solutions.
• Working experience in team building capabilities, mentoring, team leader skills, and ability to provide technical training.
• Lean methodologies of building a continuous improvement culture.