Manager, IT Tech Support

World Travel Inc.•Exton, PA

3d•Onsite

About The Position

The IT Service Desk Manager oversees the team of support technicians (Tier 1 and Tier 2) who serve as the primary point of contact for all IT-related issues. This role focuses on optimizing support processes, meeting Service Level Agreements (SLAs), and fostering a culture of continuous improvement and high user satisfaction. Also research, propose and implement systems and technical tools to provide efficiencies and process improvements. Define and manage goals and objectives as well as work schedules and PTO requests for the workstation team.

Requirements

ITSM Tools: Proficiency in platforms like ServiceNow, Freshservice, or Jira Service Management.
Infrastructure Knowledge: General understanding of Windows/Mac OS, Office 365, Active Directory, and networking basics.
Reporting: Ability to use data visualization tools (Power BI, Tableau, or Excel) to track team performance.
Project management
Emotional Intelligence: Ability to remain calm under pressure and handle difficult interpersonal situations.
Communication: Strong verbal and written skills for explaining technical concepts to non-technical stakeholders.
Problem-Solving: A proactive mindset for identifying "bottlenecks" in the support workflow.
Education: Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).
Experience: 5+ years in IT support, with at least 2 years in a supervisory or lead role.

Nice To Haves

CompTIA A+ or Network+ is preferred.
HDI-Support Center Manager (HDI-SCM) is a major plus.
ITIL Foundation is preferred

Responsibilities

Team Leadership & Development
Supervision: Manage, coach, and mentor service desk staff.
Scheduling: Manage shifts and resource allocation to ensure 24/7 or business-hour coverage.
Training: Identify skills gaps and coordinate training sessions on new technologies or customer service soft skills.
Operational Excellence
SLA Management: Define, monitor, and report on Key Performance Indicators (KPIs) such as first-call resolution (FCR), average handle time, and customer satisfaction (CSAT) scores.
Escalation Point: Act as a secondary point of contact for high-priority incidents or disgruntled users.
Incident & Request Management: Ensure the ticketing system (e.g., ServiceNow, Jira, Zendesk) is used effectively and that workflows are streamlined.
Strategic Improvement
Process Optimization: Implement ITIL (Information Technology Infrastructure Library) best practices.
Self-Service: Develop and maintain a comprehensive Knowledge Base (KB) for both staff and end-users to promote self-resolution.
Tool Management: Evaluate and recommend new service desk tools or automation software to increase efficiency.
Strategic Improvement
Process Optimization: Implement ITIL (Information Technology Infrastructure Library) best practices.
Self-Service: Develop and maintain a comprehensive Knowledge Base (KB) for both staff and end-users to promote self-resolution.
Tool Management: Evaluate and recommend new service desk tools or automation software to increase efficiency.