Service Desk Manager

The Service Desk Manager is responsible for managing the day-to-day activities associated with providing quality technical support & front-line resolution of IT applications & systems, including proactive planning, and supervising the Service Desk team members.

ESSENTIAL FUNCTIONS: To perform this job successfully, an individual must be able to perform each essential function at a high degree of proficient execution. The requirements listed below are representative, but not all inclusive, of the knowledge, skill, and/or ability required. The Service Desk Manager coordinates and facilitates the rapid resolution of incidents and timely response to service requests impacting business operations through the following processes. The role will require a mix of hands-on technical support and resource management. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions:

Ticket Queue Management & Routinely Monitor call queue and ensure calls are handled following procedures

Daily – Monitor ticket queue and ensure tickets are assigned and handled following procedures:

• Service Level Adherence. Paying special attention to tickets in the 4-7 day old and higher buckets and higher priority items

• Age/priority ticket acceptance; enforcing anti-cherry-picking practices

• Assist with ticket queue when necessary    

• Outbound calls made

• Keep call abandonment low

• Address length of time staff is on a call

Frequently – Monitor activity between teams and assist with unanswered questions, find answers, or give guidance, encourage KB article opportunities

Produce and track SLA adherence using a weekly & monthly reporting Knowledgebase

Weekly – Knowledgebase review ‘Pending Approval’, ‘Pending Publish’, or ‘Out-of-Date’ articles

Create articles as needed for support

Identify knowledge gaps

Bi-weekly training curriculum based on apps/systems portfolios and service transition

REQUIRED:

Two-year technical degree in computer science or a closely related field, two-year experience in a supervisory role, or other combination of experience and education to substitute.

Three years’ experience in the use of information technologies, specifically personal computers, and telephony peripherals.

An equivalent combination of education and/or experience from which comparable knowledge, skills and abilities have been achieved may be considered.

• Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards

• Experience using an ITSM tool to drive service delivery and performance

• Proven leadership skills with the ability to coach team members

• Able to effectively influence and develop strong relationships with key stakeholders

• Effective communicator across a range of business levels

• Strong technical background