IT Service Desk Manager
About The Position
The Service Desk Manager is responsible for managing a diverse team of individuals handling first-level support of incidents and service requests in a professional and timely manner. The scope includes all enterprise technology including workstations, servers, printers, networks, and vendor specific hardware and software. The right candidate will have the foresight to mentor, coach, and lead the team members in their technical career pursuits as they fulfill needs of caring for our partners. Leading by example and holding team members to performance SOPs will be done routinely. The right person will be able to communicate, inspire and motivate team members to offer timely and exceptional customer service. Candidate should have great technical as well as interpersonal skills. Candidate will respond to on campus partners and executives in a timely fashion. Skills in AV (audio, video projection, display boards and other systems) will also be administered routinely by the Manager.
Requirements
- High organizational skills.
- Ability to handle multiple tasks and meet deadlines.
- Ability to work efficiently and productively with minimal direction or guidance.
- Capable of exercising discretion and independent judgment.
- Ability to handle confidential information professionally.
- Ability to communicate, both verbally and written, with an elevated level of confidence.
- BS degree in Computer Science, Engineering or a similar field or equivalent certifications and experience.
- 1-2 years of experience leading teams in an enterprise IT environment.
Nice To Haves
- Ability to work in the office for 3-5 days each week.
- Experience with leading a team of 4-5 members in an accountable performance setting.
- Hands on knowledge of ServiceNow’s ITSM system.
- Excellent written and oral communication skills.
- IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Basic remote access solution implementation and support: VPN, Remote Desktop Services, and Citrix.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
- System documentation maintenance and review in a knowledge management system.
Responsibilities
- Diagnose, troubleshoot, test, repair, and servicing hardware, networks, and phones.
- Handle Service Level 3 tickets along with other Managers and the Director.
- Oversee team tickets and review tickets prior to escalation to other departmental teams including Systems, Network, Telecom.
- Participate in performing monthly and quarterly evaluations, celebrate achievements, coach team members.
- Daily tracking and reporting will be reviewed for team call and ticket resolutions.
- Review and help maintain documentation library for applications, infrastructure, and processes.
- Diagnose and troubleshoot any technical problems and recommend permanent solutions.
- Attend scheduled appointments each day.
- Verify understanding of customer needs and make appropriate recommendations or escalations.
- Provide remote support to resolve technical issues.
- Make and take phone calls to provide customer service and liaise with 3rd party vendors where necessary.
- Follow company policies and procedures.
- Cooperate with technical teams and share information across the organization.
- Build positive relationships with service desk team members and customers.
- Work with other Service Desk Managers and the Executive Director to deliver SLA targets individually and as a team.
- Support and provide feedback to drive continuous improvement of Service Desk operations.
- Assist in project implementation, delivery, and overflow.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
