Auxis · 10 hours ago
Service Desk Manager
Jefferson County, CO
Full-time
Hybrid
Mid, Senior Level
7+ years expAuxis is focused on employee growth and development, and they are seeking a Service Desk Manager to oversee the IT Service Desk operations. The role involves managing day-to-day operations, ensuring high levels of customer satisfaction, and developing innovative solutions to improve performance and efficiency.
ConsultingInformation Technology
Responsibilities
Develop and implement IT Service Desk management processes and controls to maintain service quality in alignment with business objectives
Lead and actively support the ongoing development, maintenance, and execution of Auxis ' standard operating procedures related to IT Service Desk services
Identify and document IT Service Desk issues affecting service level performance, customer satisfaction, and business profitability, providing recommendations for resolution to Auxis ITO Management
Collaborate with clients and Technical Account Managers to address operational performance issues, ensuring high levels of customer satisfaction and service level performance
Work alongside the Service Desk Quality and Migration team to define and establish service level and operational reporting, measuring the effectiveness of IT Service Desk services and ensuring reporting accuracy both internally and for clients
Actively participate in new customer transitions to Service Desk operations
Regularly review and analyze service level and operational metrics (KPIs) and recommend and coordinate operational improvements in the following areas:
ACD: Average Speed of Answer, Abandon Rate, Time To Abandon
FCR: First Call Resolution, Ticket Escalations, Ticket Rework
MTTR: Reduce the gap between the Mean Time to Resolve and the actual time spent on tickets
SLAs
Oversee and manage operational activities and services directly, including those of assigned staff, for all Service Desk clients
Forecast workforce requirements for each client based on incoming volume
Establish and implement formal Auxis Service Desk Client Customer Satisfaction measurement programs, ensuring that Service Desk client customer satisfaction scores, derived from regular measurements, comply with the terms of the Master Services Agreement and industry standards
Collaborate with Auxis Human Resource management to maintain staff retention/attrition levels within established guidelines
Supervise, mentor, and provide leadership to all assigned staff in their ongoing operational duties and support their professional development
Facilitate cross-training initiatives and develop succession plans for the resources
Ensure strict compliance with Auxis operational processes and adherence to security policies
Qualification
Required
Strong project management and training skills, along with excellent customer service skills
Strong knowledge of Quality Assurance processes for customer service operations
Understanding of call center technologies
A minimum of 2 + years working experience in supervising or managing a technical support team of 50 or more individuals
A minimum of 2+ years working experience in a shared services environment, managing multiple accounts
Proven experience in managing team performance metrics and presenting to upper management
Experience in a team-oriented and collaborative environment
A university degree in Business Administration, Industrial Engineering, Information Technology, or related fields
Alternatively, a minimum of seven years of experience leading high-performing Service Desk organizations, which is mandatory
Excellent communication and presentation skills
Strong people management skills
Leadership qualities
Commitment to continuous improvement
Demonstrated innovation and creativity
Proven ability to develop team members
Adaptability and flexibility
Organizational awareness, which includes the ability to understand and utilize formal and informal roles, relationships, and structures within an organization
Proficiency in English and Spanish (Oral and writing with a minimum of C1 level proficiency in both languages being a requirement)
Willingness and ability to travel outside of Costa Rica
Preferred
Knowledge or training in best practices or IT frameworks, such as ITIL
Intermediate to Advanced Excel skills and proficiency in reporting
Benefits
Health benefits including medical, vision, and dental.
Asociacion Solidarista
Training and development programs
Employee recognition program
Paid time off and family-paid leave
Paid day off for your birthday!
Company
Auxis
Auxis is a management, consulting and outsourcing company, specialized in helping senior executives and their teams.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2025-07-29Acquired
Leadership Team
Alvaro Prieto
Co-Founder and Senior Managing Director, Technology Services
Recent News
2025-11-12
Company data provided by crunchbase