IT Service Desk Manager

Manager, It Service Desk

The Manager, IT Service Desk is responsible for managing and mentoring our IT Service Desk, providing excellent customer service, and thinking strategically. The Manager, IT Service Desk, will be part of a dynamic, fast-paced, agile department where change is frequent and constant. You will be responsible for executing daily operational, tactical, and strategic activities. This role will assist in supervising core operations and lead and develop a team of employees responsible for providing first- and second-level technical support in a service desk environment, offering round-the-clock support.

This position is full-time in the office located in Dallas, TX, Monday through Friday with the exception of escalation calls on the weekends.

Responsibilities

• Assist in the recruitment, development, and retention of support desk representatives, both onshore (internal) and near-shore (MSP)
• Facilitate a collaborative environment with project team members, business and technical owners, and other stakeholders to establish a culture of trust and open communication
• Interface with other IT functional area leaders to assist in defining support initiatives and solutions for improving service efficiency and effectiveness
• Ensure the successful execution of collaborative projects through team coordination and follow-through
• Responsible for hosting the daily IT stand-up meeting
• Comfortable speaking in front of an audience
• An ability to think critically about systems and to make adjustments as needed
• The ability to manage time effectively while setting the tone of the team through modeling and leadership
• Procurement of IT hardware and/or software
• Responsible for the hardware end-user roadmap
• Responsible for ITAM management (hardware and software)
• Administer and manage the Zoho ticketing across the Omni environment
• Promoting the service desk with senior leadership and working to ensure that it is correctly viewed as a core business asset
• Adept at delivering clear and engaging presentations to both small and large audiences
• Oversee the timely delivery of quality technical support services
• Responsible for maintaining the call routing for the Service Desk
• Manage the Service Desk team and evaluate performance, providing ongoing feedback and training
• Ensure high levels of customer service, technical expertise, productivity, efficiency, and quality in staff performance
• Manage on-call schedules and system maintenance to support 24x7 operations
• Manage the VIP (C-Suite and Executive) end-user support
• Ensure systems support analysts have adequate resources to complete their jobs
• Ensure high-quality technical support and increase client satisfaction
• Establish best practices through the entire technical support process
• Recommend changes to processes and technologies to improve support
• Performance reporting using service desk metrics
• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations
• Follow up with customers to identify areas of improvement
• Develop daily, weekly, and monthly reports on help desk teams' productivity
• Analyze statistics and compile accurate reports based on the IT Service Request platform
• Provide customer feedback to the appropriate internal teams, like product developers
• Design and implement client technical support processes
• Develop service procedures, policies, and standards
• Establish and manage operational service level agreements (SLAs)
• Deliver core IT services as per established SLAs
• Train staff and delivery of training to clients by third parties, if needed
• Must independently learn and keep pace with changing technologies, keep ahead of industry's developments, and apply best practices to areas of improvement
• Develop, maintain, and lead procedures that support core operations
• Control and coordinate resources efficiently and utilize assets to achieve qualitative and quantitative targets
• Diagnosing hardware and software issues
• Must be able to effectively and clearly communicate to the end-user community and discuss solutions in a non-technical manner
• Take ownership of customer issues and follow problems through to resolution
• Participate in the delivery of projects, training, and services
• Project work associated with change management and incident management

Qualifications

• Minimum 4 years of experience as a Support Desk leader – must be able to demonstrate ability to lead and mentor
• Technical skills (minimum 3 years of experience): Windows and Linux server OS, Datacenter hardware, Microsoft and cloud-based productivity products, Networking and Security concepts, Internet technologies, Support Desk ticketing system, AD, Group Policies
• Must demonstrate experience and a passion for building and leading cohesive technical teams, taking pride in helping individuals achieve their best, and the business achieve outstanding results
• Be able to think strategically
• ITIL certification (desired)
• Problem-solving, troubleshooting, and analytical skills with the ability to define problems (both technical and departmental), collect data, establish facts, and draw valid conclusions
• Experience with IT procurement and supplier management
• Solid technical background with an ability to give instructions to a non-technical audience, and solid customer service experience
• Knowledge of software and hardware systems being supported
• Hands-on experience with service desk and remote-control software
• Effective personnel management and team management skills
• Ability to motivate the team to achieve specific goals
• Customer service oriented with a problem-solving attitude
• Excellent written and verbal communication skills
• Detail-oriented individual with an ability to multitask
• Strong interpersonal, problem-solving, and conflict management skills with the ability to establish and maintain effective, professional, and harmonious relationships are required
• This individual must be assertive and self-driven to achieve consistent performance improvement in themselves and employees