IT Service Desk Manager
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POST DATE 9/5/2016
END DATE 12/19/2016
JOB DESCRIPTIONPOSITION OVERVIEW
Our client downtown is seeking an IT Service Desk Manager who will manage the performance of Level 1 and Level 2 services & support to clients, ensuring that service levels are achieved and customer expectations are met or exceeded.
Looking for candidates with experience managing Help/Service Desks, with great ideas for improvement and growth! Awesome opportunity to work with an established company in the alternative energy sector.
Manage the End User Computing support team (Level 1 / 2 Service Desk Specialists), ensuring they meet and exceed performance and service expectations
Train, coach and mentor, and provide career development to Service Desk Specialists
Participate in the design and continual improvement of a 24x7 end user support model
Maintain the support team's performance to internal SLAs around ticket resolution, average wait time, and overall improving the customer satisfaction
Provide dashboards, metrics, and KPIs to manage, support the support processes
Drive "Ticket Deep Dive" and develop strategies for improvement
Monitor and manage phone queue (participating in escalated calls as needed)
Resource and equipment budgeting oversight
7+ years of work experience leading an IT service desk or technical resources
Broad knowledge of IT, infrastructure, and supported technologies
Experience creating or improving service desk processes required
Customer focused, driven, strong interpersonal and negotiation skills
Proven leadership and management skills with the ability to direct and oversee others
Talent development, coaching and mentoring skills