Service Desk Manager

Job Summary

This position leads our Technical Support team in delivering high-quality IT services and support to our clients. It is primarily responsible for overseeing the day-to-day operations of the Service Desk, ensuring efficient incident management, timely resolution of technical issues, and exceptional customer service.

General Accountabilities

Team Leadership: Lead and manage the Technical Support team, including hiring, training, coaching, and performance management. Foster a positive and collaborative team culture focused on delivering exceptional customer service and technical expertise.

Incident Management: Oversee the end-to-end incident management process, including ticket triaging, prioritization, assignment, and resolution. Ensure timely response and resolution of technical issues according to service level agreements (SLAs) and client expectations.

Service Desk Operations: Manage the day-to-day operations of the service desk, including monitoring ticket queues, workload distribution, and resource allocation. Implement best practices and standard operating procedures to optimize efficiency and productivity.

Customer Service Excellence: Promote a customer-centric approach to service delivery, emphasizing responsiveness, empathy, and professionalism. Develop and maintain strong client relationships through effective communication, proactive outreach, and regular service reviews.

Performance Monitoring and Reporting: Monitor service desk performance metrics, including ticket volumes, resolution times, customer satisfaction scores, and first call resolution rates. Generate regular reports and dashboards to track performance against KPIs and SLAs.

Continuous Improvement: Identify opportunities for process improvements, automation, and efficiency gains within the service desk operations. Implement initiatives to streamline workflows, reduce response times, and enhance overall service quality.

Knowledge Management: Develop and maintain a comprehensive knowledge base of technical solutions, troubleshooting guides, and best practices. Ensure that team members have access to relevant resources and documentation to support effective problem-solving.

Vendor and Client Management: Collaborate with vendors, partners, and clients to address technical escalations, service requests, and project requirements. Serve as a primary point of contact for client communication and escalation management.

Job Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Minimum of 5 years of experience in IT technical support or service desk management role, preferably within a Managed Service Provider (MSP) environment.
• Experience with IT service management (ITSM) tools
• Experience with Connectwise Manage PSA is a major plus.
• Proven leadership experience, with a track record of successfully managing and developing high-performing teams.
• Strong technical knowledge of IT infrastructure, networking, and software applications.
• Excellent communication, interpersonal, and customer service skills.
• ITIL certification is a plus.

Personal Attributes:

• Detail-oriented with strong organizational and time management skills.
• Holds team members accountable for meeting quality standards and adhering to established policies and procedures through clear communication, consistent follow-up, and constructive feedback.
• Adaptive to new technologies and able to learn quickly in a dynamic environment.
• Able to work independently, as well as collaborate effectively in a team.
• Demonstrates initiative and remains calm under pressure when resolving technical challenges.

Job Type: Full-time

Pay: From $110,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Relocation assistance
• Vision insurance

Application Question(s):

• How many employees have you fired before?
• Are you able to travel for extended periods of time (several weeks)?
• How would your co-workers describe your work style?
• What makes you a great Leader?
• Why should we hire you over someone else?
• Choose one: Do you prefer talking on the phone or sending an email?
• What is the most challenging thing you've done in your life?
• What do you do for fun?
• What's your strongest skill?
• What is your weakest skill?
• How do you deal with an angry customer?
• What is the best advice you've ever received?
• Are you an introvert or extrovert?
• Are you willing to work more than 40 hours a week and some weekends?
• Describe a time you failed.

Work Location: In person