IT Service Desk Manager 9/5/2016

Swoon Chicago, IL

Company
Swoon
Job Classification
Full Time
Company Ref #
29544873
AJE Ref #
576099695
Location
Chicago, IL
Job Type
Regular

JOB DESCRIPTION

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POSITION 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.

RESPONSIBILITIES

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

REQUIRED SKILLS

BA/BSdegreepreferred

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