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Stability Technology · 23 hours ago

Information Technology Service Desk Manager

Seattle, WA

Full-time

Onsite

Senior Level

5+ years exp

Stability Technology is seeking an IT Manager - Service Desk Center to lead a team of technical support staff responsible for providing high quality technical expertise and support to end-users. The role involves coaching the team for best customer service, resolving customer issues, and optimizing team performance.

ConsultingInformation TechnologyRecruitingStaffing Agency

Hiring Manager

David Kim

Responsibilities

Guide and monitor the activities of staff to ensure customer expectations and service levels are met or exceeded

Provide outstanding support to customers and end users

Ensure timely responses to incoming requests for support

Monitor compliance with incident, problem, and change management processes

Lead Problem Management efforts for complex incidents and issues

Monitor SLAs to ensure all work is recorded properly and that issues are resolved in a timely manner

Manage the purchasing of IT related goods and services

Provide accurate and timely reporting to leadership and stakeholders

Schedule and coordinate maintenance windows

Coach direct reports on proven best practices and methods

Lead the hiring, training, and development of service center staff

Manage the performance of service center staff, including performance reviews and coaching and development opportunities

Manage customer expectations and vendor performance, cultivating advantageous partnerships

Other duties as assigned

Qualification

ITIL v4 certificationService Desk managementTechnical troubleshootingProcurement knowledgeDiagnostic tools expertiseService Delivery experienceMicrosoft Windows experienceCustomer service skillsTeam leadershipEmotional intelligence