Job Summary:
Are you a seasoned IT professional with a passion for leadership and customer service? We are seeking a Senior Service Desk Manager to lead a dedicated team in delivering exceptional IT support. This role requires expertise in service desk management, technical proficiency in key tools, and a strong focus on mentoring and customer satisfaction. As a customer-facing leader, you will ensure seamless IT support operations, working closely with business stakeholders and clients.
Key Responsibilities:
1. Leadership and Team Management:
- Lead, mentor, and develop the service desk team, setting clear performance goals and fostering a culture of high performance.
- Provide ongoing training and support for team members on critical tools, workflows, and customer service techniques.
- Regularly review team metrics and provide feedback to enhance team effectiveness and engagement.
2. Customer Service and Relationship Management:
- Serve as a primary point of contact for escalated support requests, ensuring prompt, professional issue resolution.
- Build and maintain strong relationships with customers and business leaders, proactively managing expectations and communication.
- Monitor customer satisfaction and feedback, continuously improving service quality.
3. Service Desk Operations and Tool Expertise:
- Manage and optimize service desk operations using tools including Google Workspace, Zoom, Slack, Zendesk, Meraki, Okta, and Jamf Pro.
- Oversee incident and request management to ensure efficient resolution within SLA timelines.
- Leverage these tools to streamline processes, enhance collaboration, and improve support delivery
4. Continuous Improvement:
- Analyze service desk metrics and performance data to identify areas for operational improvement.
- Develop and implement best practices for issue resolution, knowledge sharing, and process standardization.
- Work with other IT and support teams to ensure alignment of support services with broader IT goals.
5. Knowledge Management and Documentation:
- Encourage knowledge sharing by managing and expanding the knowledge base for common issues, guides, and FAQs.
- Ensure documentation of processes, workflows, and solutions is up-to-date and accessible to the team and end-users.
Qualifications:
- Education: Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- Experience: 7+ years in IT service desk management or support roles, with 3+ years in leadership.
- Certifications (preferred): ITIL Foundation, HDI Service Desk Manager, or relevant certifications in the tools used.
Technical Skills:
- Proficiency with Google Workspace, Zoom, Slack, Zendesk, Meraki, Okta, and Jamf Pro.
- Strong understanding of service desk operations, ITIL processes, and customer service best practices.
Core Competencies:
- Leadership and Mentorship: Proven experience in leading and developing IT support teams.
- Customer Service: Excellent customer focus with the ability to resolve escalated issues effectively.
- Communication: Strong written and verbal communication skills, suitable for a customer-facing role.
- Analytical Skills: Ability to interpret data to optimize operations and improve service delivery.
