The Service Desk Manager is responsible for developing and maintaining a highly effective end-user support and service program, which includes a full-service helpdesk for a Global company. Components include performance standards and measurement, issue tracking and evaluation and follow up to ensure user satisfaction, in addition to event monitoring/management, request fulfillment, desktop and mobility, and project and acqusition support. Develops and implements priority response measurements. Ensures the quality, security, and integrity of user profile information and provides consistency in content, look and feel. The Manager establishes standards, processes, and policies for the Technical Services Support Group and performs year end performance evaluations and career planning for direct reports.
ESSENTIAL DUTIES AND TASKS
Supervise help desk team by defining schedules, priorities, evaluating performance, and providing support and direction.
Manages the daily calls and ensures all SLA’s are met.
Gathers and analyzes metrics to benchmark the helpdesk workload/performance and identify trends in ticketed issues for reporting.
Manage ticket queue to ensure tickets are being handled in a timely manner.
Ensure that the team meets or exceeds expectations.
EDUCATION and/or EXPERIENCE
Bachelor’s degree (BA or BBA) from a four-year college or university; or eight years related experience
5+ years related technical and managerial experience in a help desk environment
Experience with ServiceNow as well as ITIL is a plus
The position provides supervision in both work assignments and performance development to a staff of Helpdesk Analysts.
Advanced computer skills with Microsoft Office 365, Visio and project/client databases
Excellent verbal and written communication skills are essential
Strong customer service commitment
Proficient in prioritizing, organizing and delegating assignments
Possess well-developed judgment, interpersonal and communication skills
Attention to detail and analytical as well as a creative approach to problem solving
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