GuideIT · 2 days ago

IT Service Desk Manager

Plano, TX

Full-time

Hybrid

Mid Level

3+ years exp

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Information TechnologyProfessional Services

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Responsibilities

Manage all operational and daily activities of assigned resources to ensure customers receive effective and timely resolution of all issues in compliance with the Service Level Agreement requirements defined in the contract(s) and based on established company objectives.

Oversee daily volume of tickets generated from each customer; help prioritize contacts across all customers to ensure timely resolution of issues with the highest impact on customers.

Responsible for developing and documenting processes and procedures, particularly in an SLA-driven environment.

Participate in resource management meetings to identify resource requirements across the department and to ensure optimal productivity levels are achieved by all technical resources.

Define internal IT Service Desk performance indicators for quality assurance in support of customer-facing performance indicators and present them to management.

Establish Continual Service Improvement activities, aligned with business objectives, to ensure incremental improvements in operations.

Proactively manage communications pertaining to technical support, operations, changes, outages, and issues in a timely, professional manner.

Regularly communicate service performance levels to key stakeholders, including Executives, Customer Executives, and Operations Leaders.

Serve as the key point of contact for all matters related to the IT Service Desk, including implementation of IT Service Desk strategy and initiatives, customer and/or account team escalations, IT Service Desk reporting, IT Service Desk productivity, and IT Service Desk hours of coverage.

Lead and oversee new customer transition activities, ensuring IT Service Desk requirements for support are gathered, documented, and implemented.

Lead, supervise and mentor Team Leads, assigning duties and preparing and delivering performance reviews.

Manage resources, including sourcing for, hiring, developing, and retaining high-performing staff.

Manage resources to achieve objectives and satisfy customer requirements; promote a cooperative and harmonious working climate conducive to maximum employee morale, productivity, and efficiency/effectiveness.

Responsible for all Human Resource activities relating to the IT Service Desk.

Provide direction in complex problem-solving situations and participate in direct interaction with technical resources when required.

Maintain knowledge of industry trends and future innovations to make proactive recommendations on service enhancements.

Ensures and drives an engaged culture.

Excellent verbal and written communication skills.

Excellent customer service skills.

Qualification

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Service deliveryPersonnel managementGeographically dispersed workforce managementOutsourcingITIL certificationITIL trainingFlexibilityITIL Foundation Certification