Service Desk Manager

Freed Maxick CPAs is a top 100 firm in the U.S. and is featured on Forbes' list of America’s Best Accounting Firms. As one of the largest Accounting firms in Western New York, we have offices in downtown Buffalo, Batavia and Rochester, NY and have staff located across the country. Freed Maxick hires the most qualified people available and gives them maximum opportunity to advance!

We have an immediate opportunity for a Service Desk Manager. This opportunity is based in our Buffalo, NY office and is an in-house position with hybrid/remote capabilities.

About The Job

The Service Desk Manager’s role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Service Desk Manager is also responsible for planning, designing, and analyzing the organization’s Service Desk according to ITIL best practices, while ensuring high levels of customer service quality and availability.

• Manage the processing of incoming tickets to the Service Desk via various mechanisms to ensure courteous, timely and effective resolution of end user issues.
• Develop policies and procedures that outline how problems are identified, documented, assigned, and corrected.
• Develop and enforce Service Level Agreements (SLAs) to establish incident and request handling expectations and timeframes.
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Oversee development and upkeep of Service Desk knowledge base, including articles, usage guides and FAQs for end users and Service Desk staff.
• Support and foster departmental and company culture through mentoring, training, and oversight of Service Desk staff.
• Oversee the development, implementation and administration of Service Desk staff performance and training procedures and policies.
• Plan and conduct performance appraisals of Service Desk staff.
• Develop and enforce escalation policies and procedures.
• Manage staffing levels to provide appropriate coverage.
• Track and analyze trends in Service Desk requests and generate statistical reports.
• Oversee purchasing policies and procedures for Service Desk, including those for equipment, hardware, software, and service provisioning.
• Work with internal training resources to identity, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Ability to communicate technical information to non-technical personnel.
• Ability to communicate clearly and effectively with staff, vendors, and peers.

What We Are Looking For

• Associates Degree or higher in Computer Information Systems, Business Administration or related field or equivalent applicable work experience.
• At least 5 years managing a successful Service Desk operation.
• Experience working with ITSM systems for incident resolution as well as for providing actionable analytics and spotting trends.
• Experience with developing and documenting processes and procedures.
• Demonstrated experience managing and holding staff accountable and achieving positive outcomes based upon repeatable processes.
• Advanced understanding of support tools, techniques and how technology is used to provide IT services.
• Strong deductive reasoning, a logical mind, and a strong ability to communicate effectively in both oral and written forms.
• Strong attention to detail, goal setting and planning skills.
• Ability to identify, deliver, and follow-up on required corrective actions.
• Above average interpersonal skills and ability to engage in active listening.
• Ability to multi-task and adapt to and implement changes quickly.
• Ability to match resources to technical issues appropriately.
• Understanding of installation, configuration and maintenance of personal computers, networks, servers, and related hardware and software.
• Knowledge and experience with administration and troubleshooting of Microsoft Windows Server and Desktop Operating Systems, and Cloud Technologies a plus.
• Willingness to work a flexible schedule.

What Freed Maxick Offers

• An attractive and competitive compensation and benefit package
• A friendly work environment with the largest firm in WNY based on number of CPAs
• An incentive program for commissions on new business, and referral bonuses for introducing potential new employees
• Promotion and advancement opportunities
• Ongoing education to keep your technical skills sharp and your soft skills top-notch
• Unique sociable culture
• Flexible scheduling opportunities
• Hybrid work environment
• Compensated time to volunteer in the community

The compensation for this role varies based on experience and falls within the range of $85,000 to $95,000. These salary ranges are for applicants based in Western New York.

Apply today! We are looking forward to meeting with you!

Please visit www.freedmaxick.com to learn more about us.

EOE

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