Service Desk Manager

Pike Corporation•Fort Mill, SC

About The Position

Position Summary: The Service Desk Manager will be responsible for level one technical support personnel in providing top tier customer service over the phones, in addition to the Service Desk . The candidate must have strong leadership skills along with a deep passion for aligning procedures with ITIL processes, and base efforts around consistent positive experiences for end users. Essential Functions: Train, coach and mentor Service Desk Analysts (Level 1 and 2). Build/obtain training material on systems and processes for support staff. Interact with internal and external customers. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Create Services Level Agreements to set expectations for user base and measure performance. Develop an effective and workable framework for managing and improving customer IT support. Provide data and reporting of KPI’s and trends to IT department and others. Manage process for communicating incident management activities to the organization. Manage vendor relationships as it depends on daily operational needs. Determine root cause of issues and communicate appropriately to internal and external customers. Researches, recommends and implements solutions. Report on Incident and Service Request data to monitor health of IT, measure team and individual performance, and identify trends. Primary stakeholder on influencing Incident and Service Request configuration and usage in IT Service Management tool. Advocate across the IT organization on best practice and standardized use of IT Service Management tool.

Requirements

Bachelor’s degree in Computer Science, Information Technology, related area or equivalent work experience.
5+ years of experience in a large corporate environment preferred.
3+ years of managing support teams, policies, workflows, and processes.
Microsoft certification(s) or CompTIA A+ experience preferred.
Experience utilizing Automatic Call Distribution (ACD) solutions
Strong understanding of Microsoft O365, SCCM, Windows 7, and Windows 10 experience required.
Basic understanding of networking concepts and protocols
Excellent customer service skills.
Effective written and oral communication skills.
Strong organization skills, including ability to prioritize multiple tasks/workloads, delegate, and set and accomplish goals.
Ability to communicate effectively with all levels of IT staff and well as other departments on issues of varying complexity; good judgement and flexibility in response.
Must be able to follow Company safety rules and all other Company policies.

Nice To Haves

Microsoft certification(s) or CompTIA A+ experience preferred.
5+ years of experience in a large corporate environment preferred.

Responsibilities

Train, coach and mentor Service Desk Analysts (Level 1 and 2).
Build/obtain training material on systems and processes for support staff.
Interact with internal and external customers.
Act as escalation point for all requests and incidents.
Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
Create Services Level Agreements to set expectations for user base and measure performance.
Develop an effective and workable framework for managing and improving customer IT support.
Provide data and reporting of KPI’s and trends to IT department and others.
Manage process for communicating incident management activities to the organization.
Manage vendor relationships as it depends on daily operational needs.
Determine root cause of issues and communicate appropriately to internal and external customers.
Researches, recommends and implements solutions.
Report on Incident and Service Request data to monitor health of IT, measure team and individual performance, and identify trends.
Primary stakeholder on influencing Incident and Service Request configuration and usage in IT Service Management tool.
Advocate across the IT organization on best practice and standardized use of IT Service Management tool.