LeadStack Inc. is an award winning, one of the nation's fastest growing, certified minority owned (MBE) staffing services provider of contingent workforce. As a recognized industry leader in contingent workforce solutions and Certified as a Great Place to Work, we're proud to partner with some of the most admired Fortune 500 brands in the world.
Title: Service Desk Manager Location:Los Angeles, CA (Hybrid, Local are a MUST) Duration: Full-time Position Job id: 23-02135 Salary Range: $100k - $127k (exempt)
Minimum Education: • Bachelor’s Degree
Minimum Experience / Accountabilities:
The service desk area is a 24/7 operation and candidate must be agreeable to work nights, weekends, and holidays as required.
5+ years of work experience in IT Management role with teams of at least 20+ resources
Must demonstrate excellent written/spoken and communication skills
Demonstrated experience in leading teams-oriented collaboration sessions
Demonstrated knowledge of report evaluation and analytics
Proven experience in implementing and supporting service-oriented tools
Proven experience in service-related concepts, practices and procedures including ITIL methodologies.
Directly supervises assigned staff. Recruits, screens, hires, and trains. Evaluates employee performance and provides guidance and feedback to staff. Counsels, disciplines, and terminates employees as required.
Demonstrate operational leadership by meeting the Service Desk departmental standards and goals related to inbound phone calls, tickets, emails, and Now Virtual Agent. Manage process for communicating outages/emergencies and alerts to the organization through a timely, accurate, and efficient Incident Management process.
SME for ITSM with oversight of the following applications Incidents, Requests, Problems, Knowledge Articles, and Change. Must ensure Service Desk timely processing and escalations.
Provide daily, weekly, and monthly activity reports. Content must be accurate, objective, and complete. Reports should recommend appropriate actions or strategies for improving performance. Must meet deadlines for submitting reports.
Manage I.S. Purchasing Coordinators responsible for purchasing hardware and tracking inventory. Ensure accurate product data and documented inventory management procedures are maintained.
Develop and maintain essential Service Desk resources to include Standards Operating Procedures and Knowledge Articles, which are necessary tools for First Call Resolution, customer self-service, and staff training purposes.
Manage vendor relationships as it depends on daily operational needs. Directs and manages the delivery/deployment of complex projects and lends technical assistance to others as needed.
Perform other duties as assigned.
To know more about current opportunities at LeadStack , please visit us on https://leadstackinc.com/careers/ Should you have any questions, feel free to call me on 415-985-0815 or send an email on mohd.zeeshan@leadstackinc.com
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
Staffing and Recruiting
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