Don’t Think About IT. That’s Our Job.
The Service Desk Manager is skilled in IT management, customer service, problem solving, and process improvement. The successful candidate is enthusiastic, organized, a motivating team leader, possesses exceptional customer service skills, and thrives in a very dynamic environment. This position manages a team that supports multiple companies and multiple locations. The Service Desk Manager is responsible for leading a team to provide excellent customer service and resolve all technical issues. Ultimately, the Service Desk Manager should be able to ensure high quality and consistent technical support to increase customer satisfaction while motivating and cultivating the help desk team.
General Duties
- Manages and motivates a team of six (6) to ten (10) level 1-2 service desk engineers who receive assigned incident tickets, phone calls, emails and other communications from customers requesting technical support for related desktop, laptop, peripherals and IT related issues.
- Supervises the day-to-day operations of the service desk, setting specific customer service standards.
- Identifies, researches, and resolves complex technical problems.
- Creates and manages escalation procedures and ensures service levels are maintained.
- Documents, tracks, and monitors problems to ensure resolution in a timely manner.
- Ensures that all support requests are well documented in the IT ticketing system from the creation of the ticket to the successful resolution.
- Manages and improves the IT knowledge base system.
- Perform scheduling for the service desk to ensure coverage during normal business hours and on-call support as required
- Works with IT support team resources to ensure proper processes are created and followed to inform, track and support our customers.
- Communicates with internal customers, team members and management regularly during all aspects of help desk operations and ongoing technical issues.
- Provides IT support to internal customers
- Creates and manages reports to upper level management about all aspects of IT technical management including SLAs.
- Monitor and manage support solutions and problem management provided by the team to our customers for efficiency, accuracy and completeness
- Develop and implement problem escalation procedures and ensure that newly implemented processes are consistently executed
- Isolate recurring problems and trends to ensure that troubleshooting efforts are effective and consistently addressed until permanent solutions are found
- Mentors and develops team growth by identifying areas for improvement and pathways to advancement
- Leads by example, projecting positive attitude and a willingness to mentor and support others as needed
- Ensure that assigned corporate infrastructure systems are properly maintained, patched, updated, backed-up, and secure.
Requirements
- At least three (3) years’ experience with IT Service/Help Desk operations supporting at least 300 endpoints.
- Must possess initiative, good organizational skills, attention to detail, sound business judgment and excellent written/verbal skills.
- Experienced with networks, anti-virus software, patch management, and computer hardware
- Proven ability to motivate, develop, and direct team members
- Experience working in a fast paced, cross-functional and multi-team environment.
- Receives direction and produces results in a timely manner with minimum oversight
- Prioritizes to meet deadlines while producing high quality results
- Communicates effectively and professionally with users, customers, and other IT personnel
- ITIL Foundation Certification is a plus
- Project Management knowledge is a plus
- MSP experience preferred
- Experience with a help desk ticketing system is a must; knowledge of ConnectWise and LabTech is a plus.
Benefits
- 10 Days PTO (Paid Time Off) per year plus designated holidays
- Complete Insurance package available after 90 days of employment (includes health, dental, and ancillary coverage options)
- Simple IRA with match after one year of employment
- Benefits are subject to change as company policies change
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities required of individuals so classified. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
