We are seeking a Service Desk Manager to build a career with our growing team.
- Develop and maintain a knowledge base of the evolving products and services, and help develop corresponding procedures to streamline service delivery
- Develop, monitor and enforce KPI's within service delivery in ConnectWise Manage PSA
- Develop a deep understanding of overall objectives, role and functions of each service team member.
- Ensure the objectives and requirements are clear and agreed upon by all team members.
- Coordinate delivery and implementation of services that meet quality assurance standards.
- Assist service team in design and development tasks.
- Organize and manage all phases of service delivery to ensure timeliness and effectiveness of services being rendered
- Drive problem investigation and resolution as required
- Ensuring that risks are identified, communicated, and mitigated and that services are delivered successfully through to production.
- Serve as a liaison between business and technical aspects of service delivery
- Handle customer escalations, inquiries and complaints
- Provide information about our products and services where applicable and assist in training service team on new initiatives, tools and technologies
- Assist in the recruitment, training and performance review process of service delivery teams
- Previous experience in customer service, sales, or other related fields
- A understanding of technical concepts including cloud, virtualization, storage, telecommunications, and a willingness to further develop skills in this area
- Ability to build rapport with clients both internal and external across all roles, titles and technical levels
- Ability to prioritize, multitask and manage time effectively
- Excellent written and verbal communication skills