Position Title: Service Desk Manager
Job Status: Full Time, Exempt
Location: Hybrid - Phoenix
Company Background
Founded in 1992, Mi-Case is the industry leader in fully integrated offender management software solutions, provides industry expertise and consulting within the Public Sector for Digital Transformation.
Mi-Case leverages a unique combination of technical, functional and industry specialization as well as partnerships with key software vendors to deliver maximum value add projects.
Position Summary
We are seeking a highly experienced and exceptional individual for the position of Service Desk Manager. You will manage the performance of Level 1 and Level 2 services & support for clients (internal and external) and ensure that service levels are achieved to ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
Responsibilities
- Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
- Train, coach and mentor Service Desk Specialists (Level 1/2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
- Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed).
- Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
- Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.
- SLA configuration, measurement, and reporting
Educational/Training and Certification Requirements
- Bachelor’s degree in computer science/management information systems or relevant technical field experience
- A minimum of 6 years of related professional work experience, such as customer support or professional services.
- Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library) or ISIM (IT Service Management)
Knowledge, Skills, and Experience
Objectives
- Proven work experience as a Help desk manager
- Hands on experience with help desk and Service Desk software
- Solid technical background with an ability to give instructions to a non-technical audience
- Customer-service oriented with a problem-solving attitude
- Excellent written and verbal communications skills
- Team management skills
- Experience with Service Desk Plus Cloud preferred
Success Measures
- Customer Satisfaction – Maximize the overall happiness a customer feels when interacting with the company's products and services.
- First Line Resolution
- Response time
- Average number of tickets resolved per staff member.
- Resolution Time. ...
- Staff satisfaction
- Cost per ticket (desktop support)
- Ticket aging reports (daily, weekly, monthly)
- Number of Outstanding Issues
