Service Desk Manager
Service Desk Manager
ACS Consultancy Services, Inc
United States
See who ACS Consultancy Services, Inc has hired for this role
Title: Service Desk Manager
Location: Remote
Responsibilities
We are seeking candidates who meet the following qualifications:
Location: Remote
Responsibilities
We are seeking candidates who meet the following qualifications:
- Lead and oversee the day-to-day operations of the service desk team, ensuring timely resolution of technical issues and exceptional customer service delivery.
- Develop and implement service desk policies, procedures, and standards to optimize efficiency, productivity, and service quality.
- Provide leadership, guidance, and mentorship to service desk staff, fostering a positive and collaborative team environment.
- Set clear performance expectations and goals for service desk technicians, conducting regular performance evaluations and providing feedback for continuous improvement.
- Establish and maintain service level agreements (SLAs), response times, and escalation procedures to meet or exceed customer expectations.
- Monitor service desk metrics and key performance indicators (KPIs), analyzing trends and identifying areas for improvement to enhance service delivery.
- Coordinate with IT teams, vendors, and stakeholders to resolve complex technical issues, escalations, and service requests in a timely manner.
- Act as a point of contact for escalated customer inquiries and complaints, ensuring prompt resolution and effective communication throughout the process.
- Develop and deliver training programs and workshops for service desk staff to enhance technical skills, product knowledge, and customer service capabilities.
- Stay updated on industry best practices, emerging technologies, and trends in IT service management, contributing to continuous improvement initiatives.
- Collaborate with cross-functional teams to implement IT service management tools, systems, and processes to streamline operations and enhance service delivery.
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field; Master's degree or relevant certifications (e.g., ITIL, HDI, PMP) preferred.
- Proven experience in a service desk management or IT leadership role, with a track record of successfully managing and motivating teams to achieve service excellence.
- Strong technical proficiency in IT service management tools (e.g., ServiceNow, Remedy), ticketing systems, and remote support technologies.
- Excellent leadership and communication skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.
- Solid understanding of ITIL framework, service desk best practices, and industry standards for IT service management.
- Experience in developing and implementing service desk metrics, KPIs, and performance dashboards to measure team performance and service quality.
- Ability to analyze data, identify trends, and make data-driven decisions to improve service desk operations and customer satisfaction.
- Strong problem-solving and decision-making skills, with the ability to prioritize tasks and resolve conflicts in a fast-paced environment.
- Customer-focused mindset with a passion for delivering exceptional service and support to internal and external stakeholders.
- Flexibility to work occasional evenings, weekends, or holidays as required to meet business needs and support service desk operations.
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Seniority level
Mid-Senior level -
Employment type
Full-time -
Job function
Information Technology -
Industries
IT Services and IT Consulting
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