Job Description
POSITION SUMMARY:
We are looking for a passionate and experienced IT Service Desk Manager to lead and empower our tier one team in delivering exceptional customer service and resolving IT issues efficiently. You will play a key role in fostering a collaborative and positive team environment while driving continuous improvement in service desk operations. The Service Desk Manager leads a team responsible for advising and assisting users in solving problems related to hardware, software, networks, and peripherals using available technology. Studies and analyzes user needs and helpdesk processes and performance. Implements and enforces policies and processes to ensure maximum uptime of all users to achieve the highest service levels.
ESSENTIAL RESPONSIBILITIES: This position requires the knowledge and ability to accomplish any of the following responsibilities. Ownership of each may be assigned to an individual or shared equally among each member of the team.
- Lead, motivate, and develop a team of on-shore & off-shore Tier 1 Service Desk Technicians to consistently deliver high-quality support.
- Provide ongoing coaching and feedback to improve agent skills, knowledge, and performance.
- Conduct regular one-on-one meetings and reviews to track progress and address individual needs.
- Foster a positive and collaborative team environment that promotes teamwork and knowledge sharing.
- Champion a customer-centric approach, ensuring service delivery meets and exceeds customer expectations.
- Oversee the efficient and timely resolution of Tier 1 tickets through ServiceNow.
- Ensure accurate ticket classification, prioritization, and assignment to the appropriate team members.
- Monitor service desk performance metrics, identify trends, and implement improvements to optimize workflows and processes.
- Provides regular reporting of metrics.
- Takes ownership of support issues, engaging other internal/external expertise as required.
- Resolves client escalations where appropriate.
- Communicates across functions with various levels of leadership throughout the organization.
- Monitors and assists leadership in the implementation of key initiatives that improve business processes and service delivery.
- Serve as Service Desk resource in IT related projects.
- Remain current with trends in IT hardware and software related to enterprise technology.
- Other responsibilities as assigned by Director, Service Delivery.
KNOWLEDGE AND SKILLS: To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required.
- 2-3 years of leadership experience.
- 4-6 years of technical IT/Service Delivery experience required.
- Experience working in a healthcare environment preferred.
- ITIL Foundations certification desired, but not required.
- 1-3 years of ServiceNow experience
- Advanced ability to develop business relationships and communicate effectively with the user community.
- Excellent verbal and written communication skills
- Strong technical knowledge across operating systems, hardware, and common applications.
Education/Experience: Undergraduate degree or equivalent combination of education and work experience. A minimum of 2 years of leadership experience required.
Job Tags
Work experience placement, Shift work,