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Service Desk Manager

Arch Staffing and Consulting, LLC Seattle ,WA
  • Posted: 6 days ago
  • $60,000 to $80,000 Yearly
  • Full-Time
  • Benefits: 401k, dental, life_insurance, medical, vision
Job Description

Location: Spokane, WA

This a fantastic opportunity to join an established company and make an impact on technical support operations!

Here's a description of the role:

  • Responsible for the performance of the IT Service Desk team.
  • Responsible for defining the week-to-week and day-to-day tactics of the IT Service Desk team, in alignment with the strategies set forth by the Director of IT Service Operations.
  • Responsible for ensuring the IT Service Desk team is properly staffed, every week, during IT business hours to support the customer and business needs.
  • Responsible for ensuring the IT Service Desk team members are all adequately trained.
  • Responsible for the acquisition, review and development of talent on the IT Service Desk team. Active participation in the compensation process of the personnel on the IT Service Desk team.
  • Responsible for defining and managing the project deliverables of the IT Service Desk team, ensuring deliverables are received on time and in full (OTIF).
  • Responsible for actively working to identify gaps in processes (lack of single process, obsolete processes, incorrect processes) and then working to address them.
  • Responsible for monitoring Incident and Request history of the IT Service Desk team and providing feedback/adjusting the team’s/individual’s performance as needed.
  • Responsible for identifying Incident trends across the IT Service Operations team and working to address them thru the Problem Management process.
  • Responsible for working with Tier 2 Leadership to identify ways to “shift left” Incident workarounds and Request Fulfillment tasks.
  • Responsible for working with Tier 2 Leadership to address feedback on erroneous Incident escalations to the Tier 2 support team by the Service Desk staff.
  • Responsible for ensuring the Service Desk team properly documents information and ServiceNow records.

Qualifications:

  • 4-year technical degree with 4-years’ applicable experience, or 10-years’ applicable experience
  • ITIL adoption experience

Arch Staffing and Consulting, LLC

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