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Job Summary:
AdeptSource is seeking an IT Service Desk Manager to oversee Service Desk staff and ensure high-quality assistance for end users. The role involves managing incident resolution procedures, staffing capacity planning, and implementing best practices to maintain service levels and customer satisfaction.
Responsibilities:
• Responsible for management, prioritization and dispatch of incoming calls to the Service Desk via telephone, e-mail, chat to ensure courteous, timely and effective resolution of end user issues. Ensure compliance with Service Level Agreement (SLA).
• Use best practices in the delivery of technical support such as: Average Speed to Answer, First Call Resolution, CSAT, and support metrics tracking and reporting.
• Develop and enforce request handling and escalation policies and procedures.
• Track and analyze trends in Service Desk requests and generate statistical reports.
• Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring.
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee development and communication of help sheets, usage guides and FAQs for end users. Send User Communications when there are planned and unplanned outages.
• Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
• Oversee the development, implementation and administration of service desk staff training procedures and policies. Develop and maintain knowledge base articles (KBA).
• Motivate support team through performance coaching and training objectives Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
• Monitor incident trends and anticipate potential problems for proactive resolution.
• Manage Operational budget and related purchasing tasks.
• Ensure appropriate training initiatives for new and existing staff.
Qualifications:
Required:
• 7 years of experience and 3 years of Management experience
• Extensive application support experience with various modules of ServiceNow & Office 365
• Extensive knowledge of computer hardware, including PCs and Macs.
• Working knowledge of a range of diagnostic utilities and remote tools.
• Experience with desktop and server operating systems, including latest Windows and Mac OS.
• Familiarity with the advanced principles of ITIL. ITIL certification preferred
• Proven track record of developing and providing SLAs and Service Desk deliverables.
• Demonstrated progressive experience in the management of a technical support team.
• Experience leading a Service desk team is mandatory.
Preferred:
• ITIL certification preferred
Company:
AdeptSource is an IT staffing, professional services, and consulting firm that specializes in life sciences. Founded in 1999, the company is headquartered in Spicewood, USA, with a team of 51-200 employees. The company is currently Growth Stage.