IT Service Desk Manager 8/19/2016
Gravity IT Resources
Boca Raton, FL
JOB DESCRIPTIONAPPLY IT SERVICE DESK MANAGER
LOCATION: Boca Raton, FL
SALARY RANGE: $79,588 - $95,000
REFERRAL BONUS: $500
IT SERVICE DESK MANAGER RESPONSIBILITIES:
Manage the IT Analysts and Supervisor/Lead, including those staffed at remote call centers.
Manage the outsource vendor.
Accountable for start to finish incident management and request fulfillment.
Proactively report escalating issues to senior management.
Serve as escalation point for users, management, and Service Desk staff.
Responsible for overall IT customer service.
Attend Change Advisory Board meetings and engage in changes affecting the Service Desk or customer-impacting service levels.
Responsible for all IT-related communications.
Accountable for all standard Service Desk performance-related KPI's.
Responsible for User Access Management and supporting tools.
Responsible for staff training and aligning skills with the evolving IT landscape.
Responsible for producing weekly performance reports.
Responsible for Service Desk ITSM maturity.
Serve as member of Major Incident Management team.
IT SERVICE DESK MANAGER REQUIREMENTS:
Bachelor of Science
7 years working in IT, with 3 years in leadership role related to the Service Desk implementing ITIL and ITSM best practices and processes. ServiceNow experience preferred.
ITIL Foundation certification required, advanced ITIL knowledge/certification preferred.
Excellent written and verbal communication, organization, coordination, and interpersonal skills.
Reporting and analytical skills.
Ability to take ownership of, and focus on critical initiatives.
Up to 25%travelrequired
IT SERVICE DESK MANAGER