Service Desk Manager

The Suddath Companies • Jacksonville, FL

3d • Onsite

About The Position

The role of the Service Desk Manager is to oversee the performance of Service Desk Technicians as well as support of customers and ensure that service levels are achieved; ensure that customer expectations are met or exceeded with regard to service and problem resolution based on defined metrics/benchmarks, and processes are followed to provide the best possible customer service and service level objectives; continually review existing processes for improvement and/or automation for added efficiency.

Requirements

• Prior team management experience in an office or IT environment
• Strong organizational skills to manage daily responsibilities effectively
• Detail-oriented with the ability to multitask in a fast-paced environment
• Excellent communication skills and a positive attitude
• Strong customer service skills and professional phone etiquette
• Strong analytical and problem-solving skills
• High attention to detail
• Excellent verbal and written communication skills, with the ability to collaborate effectively with internal and external contacts at all levels
• Strong teamwork and interpersonal skills, with the ability to manage relationships across all levels of the organization
• Ability to learn quickly and adapt to changing needs
• Bachelor's degree in IT/Computer Operations preferred; or equivalent from college or technical school; or five to ten years related experience and/or training; or equivalent combination of education and experience.
• Networking fundamentals
• Active Directory Services
• Office365
• File Security
• Ticketing software
• PowerBi / Analytic Reporting
• Ability to read and interpret documents such as operating and maintenance instructions, and procedure manuals
• Ability to speak effectively in front groups
• Excellent written and verbal communication skills
• Ability to solve practical problems and deal with a variety of gray variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Strong knowledge of Microsoft Office 365, Teams, Sharepoint, PowerPoint and any other related applications
• Ability to prioritize and re-prioritize as situations and needs change throughout the workday
• Ability to multi-task and organize workflow to manage daily responsibilities, meet deadlines and prioritize work

Nice To Haves

• ITIL certification
• Microsoft Industry Certified

Responsibilities

• Provide Service Desk KPI data and trend reporting to IT leaders during ad hoc, weekly, and monthly reviews, and as needed; lead ticket deep dives and develop improvement strategies; position the Service Desk as IT’s single source of truth and primary service delivery channel.
• Monitor and manage the phone queue, participating in escalated calls as needed.
• Perform daily system monitoring to verify the integrity and availability of systems and key processes.
• Oversee, create, and maintain the IT solutions repository to ensure relevant solutions are available; develop service and business-level agreements to set expectations and measure performance; establish a practical framework for managing and improving customer IT support; advise management on issues requiring additional client support or escalation.
• Manage processes and communications for technology and non-technology outages and emergency activities across the organization.
• Report business-impacting issues to business leaders and IT management.
• Manage vendor relationships, including hardware vendors such as Dell and CDW and software vendors such as Microsoft, AWS, and ManageEngine, based on operational needs.
• Oversee all request types, including incidents, service requests, and problems; manage complex or urgent support issues; and serve as the escalation point for requests and incidents.
• Develop and improve phone and ticket escalation processes to support clear, timely escalation and information flow across the organization; identify root causes and communicate updates appropriately to internal and external customers.
• Contribute to and maintain Service Desk Standard Operating Practices.
• Research and recommend innovative, automated approaches for production support tasks where appropriate; identify solutions that maximize resources and create economies of scale.
• Manage a team of Service Desk Technicians, including performance reviews.
• Manage and continuously improve Change Advisory Board meetings and processes.
• Manage and continuously improve Problem Management meetings and processes.
• Maintain accurate end-user asset management records for laptops, desktops, monitors, and related equipment.
• Oversee and support corporate Windows operating system image and imaging processes.

Benefits

• A competitive wage with a comprehensive benefits package, including a 401(k) plan with company matching
• Weekly pay for hourly-paid employees. Biweekly pay for salaried employees.
• Paid Time Off (PTO) and paid company holidays
• A tuition reimbursement plan where employees are encouraged to continue their education and development

What This Job Offers

• Job Type: Full-time
• Career Level: Manager