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Service Desk Manager

SCHAUMBURG-60168, IL, US
06/20/2019

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Required Skills

presenting skills

Company

Infinity Consulting Solutions, Inc

Experience

5 to 10 Year(s)

Job Description

SERVICE DESK MANAGER

Seeking an experienced Service Desk Supervisor or Manager to join a growing professional services organization. The Service Desk Manager is an integral member of the IT ‘End User Support’ team and will be the escalation path for the Service Desk and support within the organization. You will be responsible for maintaining the Client IT knowledgebase and experience with tracking/managing KPIs and metrics (call time, resolution, customer sat, etc.). The Service Desk Manager should be able to represent the company well as an organization both remotely and with face-to-face with customers

The ideal candidate for this role is one who is fired up to succeed and desires to face challenges every day, shoulder to shoulder with their teammates. The candidate will be comfortable with ambiguity and acting with little information or oversight. He/she is detail oriented, a strong communicator, and has strong business acumen, able to relate IT activities to over-arching business strategies. Continual Process Improvement is a constant consideration throughout this person’s day-to-day activities and they are adept at finding new and inventive ways for the team to become more effective and efficient. The ideal candidate thrives in a fast-paced team atmosphere, brings a positive attitude to work every day, seeks out knowledge and new information, takes ownership of all their actions, and tries to have fun even when the stress level is high.

Responsibilities

Supervise other Level 1/2 resources by providing feedback, mentoring, and scheduling.

Maintain the IT Knowledge Base, including authoring new articles and update or retiring existing ones.

Building a personal relationship with key branch and divisional representatives in the region

Successful service delivery - High level of customer satisfaction

Monitoring overall performance of services

Good communication around issues and opportunities

Collaborating with senior management on messaging to employees, budgeting, IT strategy, etc.

Ensuring Operations teams are aware of changes and are prepared

Deliver requested items that come in through standard user request channels

Escalate items as needed

Understand long-term strategy of the business

Follow up if service delivery is not meeting expectations

Working with the teams to identify and manage service improvement activities

Requirements

5-10 years experience working and leading within a Service Desk

2-4 years in progressively complex IT technical roles

2+ years people management

Previous Experience in a Lead role helping mentoring and/or directing others work

3+ years experience building inter and intra-team relationships, and effectively communicating technical information to non-technical audiences.

Strong presenting skills required.

Exceptional customer service and communication skills

Associate-level degree or equivalent combination of education and work experience.