Career Evolutions is looking for a Service Desk Manager for a fast growing organization in Scottsdale AZ. Full-time position with compensation of up to $80,000.
If you’re an excellent problem solver looking to be a part of building a service desk function in a fast-growing entrepreneurial environment, then this is the right opportunity for you!
Job Title: Service Desk Manager
Job Summary: Reporting directly to the Director of IT, you’ll be responsible for building a world class helpdesk function and implementing best practices to ensure the highest level of customer satisfaction and the best technical solutions possible. You will identify opportunities to enhance the end user experience, manage workflow in the ticketing system, and provide escalation support to maximize customer satisfaction. You will manage service desk operations for a 7-day support organization, oversee a team of about 10 Service Desk Analysts, and ensure the team meets and exceeds performance expectations and metrics/benchmarks, follows standards and processes, and provides effective customer service.
You are a person who is…
Strategic & Analytical – You can think strategically, analyze a situation quickly, seek to understand available data around issues and make decisions based on facts and experience.
Customer Service Focused and Communicative – You demonstrate a propensity not only to manage but to know the details of the issues and have the right temperament to effectively handle all customers and execute follow-up om a timely manner. You lead by example.
Leader & Developer –You will constantly evaluate the team for demand as well as skill set. You care to develop others and have the ability to deliver direct and professional performance feedback to quickly improve performance issues on the team.
Responsibilities:
Strategically assess, revise and maintain the IT Service Desk in alignment with business objectives and recommend changes in service desk procedures and systems to upper management.
Oversee 100% of the requests, incidents and problems, and determine root cause of issues and communicate appropriately to internal and external customers.
Train, coach and mentor Service Desk Analysts including career development, build training material, and conduct annual performance reviews.
Provide data and reporting of KPI’s and trends to IT department and develop strategies for improvement.
Monitor service desk productivity and performance using various tools and reporting methods.
Monitor customer satisfaction by administering surveys using the ticketing system and provide 24/7 escalation support to the on-call technician.
Implement ITIL based standards & methods to drive efficiency & consistency in service delivery.
Develop an effective and workable framework for managing and improving customer IT support in the organization.
Manage process for communicating, vendor relationships, and review survey feedback to improve services, tools and support experience.
Take overall responsibility for incident management and request fulfillment on the service desk.
Research and identify software malfunctions; work with the Development/Application team and the POS vendor to implement solutions and ensure compliance of software.
Requirements:
Bachelor’s degree in Computer Science, Information Systems, or other related field
5+ years of experience in a service desk or support center environment
5+ years of experience in a supervisor or manager role
Excellent analytical skills in how to make the service desk operation more efficient in serving customers and managing its workload
Proven ability to problem solve in both technical and operational situations; eager to identify solutions
Proficient with various IT systems and support methodologies
Experience managing and developing a team on-site as well as potential outsourced arrangements
Ability to balance multiple projects with competing deadlines and delegate tasks effectively
Organized and efficient; ensures the team delivers consistent and timely results
Positive attitude, excellent problem solving, customer service, and communication skills
