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Service Desk Manager (Managed Services)

OmniForce Solutions Houston, TX
  • Posted: 2 days ago
  • Other
Service Desk Manager

Our client based in Houston, TX is currently seeking a Service Desk Manager with experience working and managing dispatch for a Managed Service Provider (MSP). The opportunity is a permanent/fulltime opportunity with several perks including competitive salary, full benefits (medical, dental, Vision, 401K), and bonus. Candidate must be based in Houston, TX.

Service Desk Manager Roles & Responsibilities:
  • Develop, manage and coach customer help desk specialists and application support analysts across multiple locations to deliver exceptional customer experience
  • Monitor, report, and analyze team performance to drive improvement in KPIs
    • Ex: Call Quality, Response Time, Accuracy, Resolution Time, etc.
  • Identify training gaps and assist in building educational opportunities to correct gaps
  • Respond directly to support issues and service requests
    • Interface with other team members to insure resolution of incidents in a timely manner
    • Ensure customer satisfaction by maintaining constant communication on open service items
  • Order, process, configure, deploy, manage and maintain client inventory
    • Carry out hardware & software installations/deployments
    • Provide desktop, infrastructure, and field support
  • Develop and manage an on-call rotation for support services
  • Assist in identifying trends in support requests
  • Develop and maintain support and operational processes
  • Develop, manage and maintain vendor relationships
    • Manage and work with carriers, service providers and vendors
    • Manage vendor support services and client interactions
  • Support O&G field personnel including those on drilling rigs and in remote production offices
  • Interview and recommend candidates for hire on an as-needed basis
  • Other duties as assigned
 
Service Desk Manager Requirements:
  • Bachelor’s Degree (preferred)
  • 5+ years of IT Customer Service Management Experience with a Managed Services Provider
  • 2+ years of Dispatch experience
  • Experience within the Upstream and/or Midstream Energy Industry Segments
  • Experience with Upstream and/or Midstream software applications
  • Strong Leadership Experience
  • Willingness to be “Hands On” and “Do the Work”
  • Exceptional Time Management skills
  • Strong in all major Microsoft Office product (Word, Power Point, Excel) and Microsoft Visio
#ZR
#INDA

OmniForce Solutions

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