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IT Service Desk Manager

Job Summary:

The IT Service Desk Manager’s role is to direct the daily operations of an IT support desk. He or she is responsible for managing the performance of the Service Desk Analysts to ensure that service levels are achieved. The IT Service Desk Manager is responsible for confirming that the staff is meeting and/or exceeding expectations in regards to performance, defined metrics, and that standards and processes are followed to provide effective customer service and meet requirements.

Essential Job Functions:

  • Oversees staff activities. Provides functional, technical and process leadership to a support team.
  • Oversees the delivery of quality technical support service to clients.
  • Act as a further escalation point for team leads for requests and incidents.
  • Manages and coordinates urgent and complicated support issues.
  • Provides leadership for incidents which involve outages. Manages communications and coordinates with appropriate team members (client or internal) to validate and test resolutions.
  • Drives the efficiency and effectiveness of the incident management process – and recommends improvements.
  • Reports SLA and KPI metrics to Onshore and Client management at agreed upon intervals.
  • Ensures all SLA goals are satisfied and that communication is provided if any are trending negatively.
  • Builds reports and charts to trend and summarize large quantities of data
  • Leads management meetings as required (weekly, monthly)
  • Participates in change management client meetings as needed to identify and evaluate changes that may affect support.
  • Serves as project leader when required and works on project teams to satisfy objectives and initiatives as agreed upon with the client.
  • Creates and manages staffing schedules utilizing a call-volume driven staffing model.
  • Works with management to provide coverage for all modes of communication (telephone, email) as required by the client Statement of Work.
  • Manages all staff transitions. Leads the process of identifying and onboarding new staff and processing terminations.
  • Coaches, mentors and develops team members to maximize their individual contribution, professional growth and efficacy on the team
  • Oversees training and development initiatives.
  • Oversees the solutions (knowledge) repository and process to ensure it is used appropriately and consistently.
  • Ensures QA practices are developed, maintained and enforced.

Previous Experience:

  • Three plus years of experience providing support to users in a service desk environment.
  • Experience leading others and interacting with customers and client management.
  • In-depth knowledge and experience working in an IT Support Service Center.

Benefits and Perks

Onshore Outsourcing benefits include: Paid vacation, Health Insurance, 401K, Life Insurance, Casual dress code, Community Outreach Program, Onsite special events, Discounted Health Club memberships, and more! 

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