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Service Desk Manager

Reporting to: VP of Operations on a day-to-day basis

The Service Desk Manager oversees the performance of services & support to clients and ensures that
service levels are achieved. Responsible for ensuring staff is meeting and exceeding expectations
regarding performance, defined metrics/benchmarks, and the standards and processes are followed to
provide effective customer service and meet requirements.

Responsibilities

  • Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of
    performance in these processes and establishing service improvement procedures when
    required
  • As owner of the escalation process, the Service Desk Manager will take ownership of major
    incidents to ensure coordination of resolving parties, effective communication to stakeholders
    and post incident review
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures
    are in place and followed
  • Accountable for the quality of service and performance; ensuring future demand from growth
    and projects is understood and factored into capacity plans for all associated systems
  • Works with staff communicating job expectations, planning, monitoring and appraising
    performance. Provides coaching, counseling, and reinforcement of systems, policies, and
    procedures.
  • Point of contact for client base to ensure efficient support and communication needs are met.
  • Works with the Service Desk team to maintain efficient customer documentation detailing
    precise inventory, software and processes involved.

Skills and Qualifications 

  • Technical aptitude to effectively communicate with clients
  • Knowledge of ITIL disciplines
  • Exceptional customer service skills
  • Previous experience as a Team Lead 
  • Excellent written and verbal communications skills
  • Excellent organizational skills
  • Ability to manage and prioritize tasks and time efficiently
  • Ability to demonstrate initiative and a proactive approach to daily tasks
  • Willingness to support and mentor staff

Benefits 

  • 401(k) with matching
  • Health, Dental, Life and Disability Insurance
  • Paid Holidays
  • Paid Vacation
  • Bonus Opportunity
  • Paid Training

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