Summary

The Service Desk Manager is responsible for day-to-day operations of the service desk and all IT support activities in a fast-paced environment. Identifies, researches, and resolves complex technical problems. Service Desk Manager creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure a timely resolution.

Responsibilities:

• Manages an internal team of 2-3 support personnel and a tier 1 support partner who collectively troubleshoot and resolve IT incidents and requests across the organization leveraging an ITIL aligned ticketing system
• Manage the processing of incoming requests and incidents to the Help Desk via ticketing system, telephone, and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Design and enforce request handling and escalation policies and procedures.
• Manage relationship with Tier 1 Help Desk Partner.
• Maintain, contribute, and guide the creation of documentation to develop knowledge driven support.
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Track and analyze trends in Help Desk requests and generate statistical reports to ensure SLAs are being maintained.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Oversee the development, implementation, and administration of internal help desk staff training procedures and policies.
• Ensure timely and effective employee onboarding & offboarding process by service desk.
• Maintain and procure inventory of all end user computing needs.
• Participate in 24/7/365 IT Hotline Rotation.
• Assess software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Assist physical security team as needed with access control activities.
• Local travel will be required to effectively manage a multi-site organization.
• Some remote work flexibility available at manager's discretion based on business needs and job performance

Qualifications:

• Solid relationship and management skills including the ability to delegate, give/receive feedback, manage difficult discussions, professional development, performance management etc.
• 5+ years of experience in a technical role dealing directly with customers.
• Bachelor’s Degree in a technology field or a combination of technical education and experience.
• Proficiency in English; excellent written and oral communication skills, excellent interpersonal skills.
• Customer service – Demonstrate patience, understanding, and empathy with customers at all times to make sure that they are taken care of in a timely and respectable manner.
• Technical Skills – Maintain a strong knowledge of software applications, operating systems, printers, and other technologies. Experience with Windows Desktop/Server, iOS, Azure, M365, SSO/MFA authentication, Imaging, ServiceNow a plus. Industry certificates are a plus.
• Organizational skills – Maintain accurate files, notes etc. on all customer issues and communications.
• Troubleshooting – Proficient with all steps in the troubleshooting process in order to quickly and effectively resolve customer problems.
• Analytical – Perform detailed analyst for each issue to ensure that the root cause is being addressed and the proper solution applied.
• Prioritization – Managed multiple priorities to ensure that the highest priority issues are addressed before less critical ones. Capacity to juggle multiple tasks and projects simultaneously without compromising quality of work.
• Initiative and ability to proactively see projects to full completion.
• Preferred experience & support of manufacturing specific technology. (e.g., Zebra Printers & handheld scanners)
• Assist in supporting local and remote users in all aspects of electronic device use.
• Effective time and task tracking and reporting.
• Careful attention to detail.
• Energy and drive to excel.
• Other miscellaneous duties as necessary.
• Ability to lift up 25+ pounds.