Risk Strategies · 6 days ago

Manager, Service Desk

United States

Full-time

Remote

Mid Level

$70K/yr - $85K/yr

3+ years exp

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Responsibilities

Remotely manage staff in multiple geographical locations, including overseeing and participating in team processes, assigning, and prioritizing work, setting goals, reviewing performance metrics, and completing performance reviews.

Act as an escalation point for service or project issues and coordinate support efforts with other groups when necessary to ensure proper service levels and objectives are met.

Utilize standardized department tools to monitor staff performance against established team KPIs. Provide coaching and continuous improvement activities accordingly.

Ensure support issues and requests are logged accurately and consistently and meet or exceed established SLAs.

Monitor day-to-day support activities and escalations to drive a strong customer service-oriented environment focused on problem prediction, detection, and resolution.

Review and recommend appropriate actions to improve, simplify, and automate day-to-day operations and user experience with IT support.

Review customer service survey feedback to improve services, tools, and support experience. Report results to management and provide individual/team coaching accordingly.

Maintain timekeeping and personnel records for the technical support team.

Perform vendor oversight as needed.

Qualification

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Service Desk ManagementTechnical SupportRemote Team ManagementProject ManagementLeadershipTeam Management

Required

Bachelor's Degree in an IT related major and/or related technical certifications preferred. ITIL Foundations Certification a plus.

3+ years of supervisory experience in a Service/Help Desk environment.

Experience leading, building, and successfully managing a technical support team on a fully remote basis.

Experience overseeing 3rd party resources and leading technical projects.

Knowledge of: ITIL best practices, ServiceNow, VPN end-user support, PC/laptop hardware and peripheral support, understanding of hardware configurations and capabilities, PC imaging via SCCM, Windows 10 OS support, Microsoft Azure, Basic support of the M365 suite (OneDrive, Outlook365, PowerPoint, Word, and Excel). Basic support of VoIP phone systems. Basic support of LAN/WAN systems, Basic support of MFA and SSO.