The mission of the Service Desk Manager is to lead and oversee the IT service desk team, ensuring the delivery of high-quality technical support and customer service to all users. This role is pivotal in maintaining operational efficiency, resolving technical issues promptly, and enhancing user satisfaction. The Service Desk Manager will drive continuous improvement initiatives, foster a collaborative team environment, and implement best practices to optimize service delivery. By leveraging their expertise in IT service management, the Service Desk Manager will contribute to the overall success of the IT department and support the organization’s strategic goals.
Responsibilities:
- Oversee Daily Operations: Manage the day-to-day operations of the service desk, ensuring efficient and effective support for all IT-related issues.
- Maintain ITSM Tools: Ensure the IT Service Management (ITSM) tools are properly configured, maintained, and optimized to support service delivery and incident management processes.
- Manage External Helpdesk: Coordinate and manage the relationship with external helpdesk providers, ensuring they meet service level agreements (SLAs) and deliver high-quality support.
- Incident and Problem Management: Oversee the incident and problem management processes, ensuring timely resolution and root cause analysis to prevent recurrence.
- Team Leadership: Lead, mentor, and develop the service desk team, fostering a culture of continuous improvement and high performance.
- Performance Monitoring: Monitor and report on service desk performance metrics, identifying areas for improvement and implementing corrective actions as needed.
- Customer Service: Ensure a high level of customer satisfaction by providing timely and effective communication and support to end-users.
- Process Improvement: Identify and implement process improvements to enhance service desk efficiency and effectiveness.
- Training and Development: Develop and deliver training programs for service desk staff to ensure they have the necessary skills and knowledge to perform their roles effectively.
- Compliance and Security: Ensure all service desk activities comply with organizational policies, procedures, and security standards.
Required Qualifications:
- A Bachelor’s degree is required, an advanced degree or ITIL certification is desirable
- 5-10 years of experience in Information Technology
- A proven track record of leading technology initiatives, managing technical staff, collaborating with business leaders, and being able to work in complex environments.
- Comfortable working in a team environment.
- Strong technical acumen, leadership/managerial skills and strong interpersonal skills.
- Personal and professional integrity, strong communication skills and an excellent professional appearance and presentation.
- Ability to interact with and effectively present information to employees, management, and customers
- Demonstrated ability to design, document and implement effective processes
- Impeccable integrity and ethical standards.
- High energy, bias for action, and personal accountability for results through a resourcefulness that figures out how to drive action and achieve results creatively with finite resources.
- An ambitious self-starter who is comfortable working in an entrepreneurial yet collaborative and fast-growing business, with high ability for flexibility and adaptability to manage abstract situations.
- Strong leadership skills
- Team player at leadership levels to collaborate with business groups and functional partners like IT, finance, HR, legal, etc.
- Excellent operational management and technical skills
- Excellent communication and listening skills that allows the "voice of the customer" to understand the company's culture
- Strategic mindset and problem-solving skills
If you meet the required qualifications and are interested in this role, please apply today.
The Solomon Page Distinction
Solomon Page offers a comprehensive benefit program for hourly employees. We pride ourselves on offering medical, dental, 401(k), direct deposit and commuter benefits to our employees, including freelancers - which sets us apart in the industries we serve.
About Solomon Page
Founded in 1990, Solomon Page is a specialty niche provider of staffing and executive search solutions across a wide array of functions and industries. The success of Solomon Page reflects an organic growth strategy supported by a highly entrepreneurial culture. Acting as a strategic partner to our clients and candidates, we focus on providing customized solutions and building long-term relationships based on trust, respect, and the consistent delivery of excellent results. For more information and additional opportunities, visit: solomonpage.com and connect with us on Facebook, and LinkedIn.
Opportunity Awaits.
