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Service Desk Manager

Calance US Buena Park, CA
  • Expired: 8 days ago. Applications are no longer accepted.
We are hiring a Service Desk Manager for a Full Time position in Buena Park, CA

Service Desk Manager & Group Leader

Job Description

Calance is a global IT Services firm specializing in end-to-end solutions for Development, Managed Service, Security, SAP, Project Control Integration and IT Staffing.

Calance s Infrastructure and Operations (I&O) organization provides IT Managed Services to a wide range of small to mid-size enterprises in a variety of industries. The Service Desk and Help Desk services is one of the key component of our managed services offerings. The core of the Service Desk Delivery team is based in Southern California and is supported by an after-hours team based in India.

Calance is looking for an individual to manage the delivery of Service Desk services, dealing with external/internal customer enquiries and incidents. To manage the performance of Level 1-3 services and support to clients (internal & external) and ensure that service levels are achieved. To ensure customer expectations are met or exceeded. Individual will be responsible for standardization of processes and establishing a framework to track performance metrics. Responsible for ensuring that staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed and protocol observed to provide effective customer service and meet requirements through an ITIL framework. Ensure incidents are logged accurately and timely and passed to second line support teams, manage ticket systems, and be responsible for customer communications for service alerts and maintenance. Possess excellent communication and organization skills within a rapidly changing technology and business needs landscape. Have a strong sense of urgency for client issues, especially for major outages and critical business events and initiatives.


Day-to-day Management of First line technical service desk to respond to internal/external customer incidents and queries via email and phone. Experience with modern ticketing systems, ServiceNow, SysAid, ZenDesk. Evaluation, implementation and migration to a new ITSM solution Maintain ongoing communication of incident updates to customers provided by 2nd and 3rd line support teams. Ticket management of Incidents, Problems, Change and New Requests; manage and coordinate urgent issues and act as escalation point for all incidents and requests. Determine root cause of issues and communicate appropriately to internal and external customers. Maintenance schedules through the maintenance calendar and tasks. Direct line management of a team of up to 15 employees. Manage process for communicating outage/emergency activities to the organization. Ability to compose and provide data and reports as needed. Monitor and manage phone and email queue.
Position Description
Develop an effective and workable ITIL framework for managing and improving customer support in organization. Advise management on situations that may require additional client support or escalation. Escalation may involve out of hours support via phone or email. Train, coach and mentor Service Desk Operations Specialists including career development. Oversee staff activities. Schedule employees working times and provide backup support. Interact with internal and external customers. Ensure that customers receive timely updates on incidents. Maintain a calendar of maintenance requests on the network, data center, exchanges and internal changes. Ensure communications to customers with appropriate information. Maintain the incident ticket database, ensuring incidents are set to the correct priority and are within SLA for response and resolution. Maintain ticket updates with accurate notes on current status. Escalate to 2nd and 3rd line support teams, inform senior management teams of P1/P2 incidents. Document internal time lines for resolved incidents. Maintain accurate contact databases and records. Attend and participate in weekly/monthly meetings as required.

Mandatory Qualifications and Experience:

Drive to deliver outstanding customer service Excellent follow up skills Willingness to learn and develop new skills Dedicated and able to work to deadlines Able to work both as part of a team or under own initiative Able to take responsibility for own actions and performance Have a positive attitude to customer problems and incidents in a high pressured environment Proven track record as a Service Desk Manager, preferably experience of managing an outsourced Service Desk Prior experience of working with external clients Excellent written and verbal skills The ability to multitask across multiple incidents Understanding of SLAs Ability to follow process and procedures accurately and without fail Working knowledge and experience with a managed service provider Experience with Data Centers and IT Service Management (ITSM) Experience/understanding of ITIL methodology Degree in Computing and/or IT discipline (or equivalent experience) Understanding of IP networks traffic, firewalls, routing, etc. Good knowledge of Word, Excel, Outlook and other office applications Experience of working in complex, high pressured environments within a 24-hour service structure

Calance US

Calance is a recognized leader in providing top-tier Information Technology professionals across North America. With over 25 years of experience recruiting professionals ranging from Programmers to CIOs, Calance provide valuable staffing solutions for short and long term projects, as well as your permanent hiring needs. Our professionals are experts at helping organizations realize their information technology goals by selecting the best talent for each project or position. Calance helps clients respond quickly to economic, strategic or technological changes by utilizing a flexible workforce. We offer highly-skilled professional IT consultants on a temporary or project basis. Consultants are employees of Calance while on assignment for the client, allowing for cost savings, risk management and operational benefits. Calance's Contract-to-Hire option allows an IT organization to evaluate an individual before making a decision to bring them on as a full-time employee. Depending on the length of the temporary assignment, placement fees are waived or reduced. Calance realizes that IT organizations often have needs for talented people to fill specific roles and that filling those needs can be challenging. Our highly experienced Account Managers and recruiting staff work closely with our clients to determine the desired skills, background and traits required for the position. We apply our unique recruiting methodology to locate and recruit the most highly qualified candidates to match the requirements of your full-time employee position. Calance can assist in every step of the hiring process, from determining the exact job requirements to final negotiations, to help bring on-board the candidates you need.


Buena Park, CA