Description:

The Service Desk Manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other departments VTG, and helping to ensure that the service desk is constantly developing and improving.

Primary Duties and Responsibilities:

The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
Conducting and sharing results from service and operation performance reviews.
Ability to balance and plan the short-term actions of the team.
Knowledge and understanding of all relevant industry standards.
Knowledge and understanding of best practices for service management.
Strong communication skills, including the ability to be influential and persuasive with clients.
Ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
Ability to think critically about systems and to make adjustments consistently as needed.
The ability to manage time effectively while setting the tone of the team through modeling and leadership.

Products and Services:

Microsoft Windows OS Platforms
Microsoft Server OS Platforms
Veeam
ConnectWise Manage, Automate and Screen Connect
Microsoft Active Directory and related services
VOIP Technologies
Fortinet Firewall Technology
Knowledge Management Systems (i.e. HuDu)
Reporting, Dashboards & Service Analytics (i.e. BrightGauge)

Prerequisites:

· 2-year degree or equivalent experience in Business, Management, Engineering Technology

· Minimum 5+ years’ experience in IT Customer Service

· 2-5 years’ experience managing technical staff

· Experience and familiarity of the Managed Services industry is a plus

· Knowledge of application architecture and technical infrastructure of information systems.

· Familiarity with Cloud environments

Essential Activities:

Managing Service Desk Employees 50%
Strategically assessing technology and ways to apply/integrate 25%
Meeting facilitation/participation 15%
Interfacing with management team 10%

People Managed:

This position will be directly responsible for Service Desk team which includes network technicians and dispatch. Responsibilities include recruiting, interviewing, hiring, training, developing and technically supporting team members; planning, assigning, and directing work; addressing complaints and resolving problems within the team or with clients; the daily operation and evolution of internal technology infrastructure and applications.

Primary People Contacts

External:

· Customers

Internal:

· Senior Management

· Service teams

· Operations teams

Behavioral Traits, Attitudes and Skills Required:

Competencies Include

Process Management

Informing

Directing Others

Command Skills

Developing Direct Reports

Peer Relationships

Conflict Resolution

Problem Solving

Attitude

Client-Centric

Positive

Assertive with care

Behavioral traits
Confident
“Take Charge”
Clear and Consistent Communicator
Skills Required
Strong leadership skills
Excellent written, oral and interpersonal skills
Ability to conduct direct research into IT issues and products
Highly self-motivated, self-directed and attentive to detail
Extensive experience working in a team oriented, collaborative environment

Toughest part of the job

Managing highly technical, driven resources
Maintaining quality control and process
Maintaining optimal staffing for peak loads
Ability to effectively prioritize and execute tasks in a high-pressure environment
Ability to present ideas in business friendly and use friendly language.

Compensation

Base Salary plus Bonus $70k to $90k

Benefits

· Paid Holidays

· Paid Vacation

· Short and Long Term Disability

· Life Insurance

· Paid employee Insurance and subsidies 25% of dependents

· Bonuses and Incentives

· Retirement (401 K)

About Our Company

Vision Technology Group is an IT consulting/Managed Services firm located in Harrisonburg, Virginia. The company was founded in 2004 and has since become a leading provider of IT services and solutions to businesses and organizations in the Harrisonburg area.

With a team of experienced and knowledgeable IT professionals, Vision Technology Group offers a wide range of services, including IT consulting, managed services, cloud computing, cybersecurity, and more. They work closely with clients to understand their unique needs and develop customized solutions to help them achieve their business objective

Vision Technology Group, LLC

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Service Desk Manager