Remote Service Desk Manager

Summary

Join our team as a Service Desk Manager and play a key role in managing the activities and responsibilities of the service desk team, providing high-level technical assistance, and ensuring customer satisfaction.

Requirements

• 10+ years of experience of IT/MSP experience, with ticketing system
• Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Sonic Wall CSSA, Connect Wise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP
• Knowledge and experience in cross-functional management methods and techniques
• Knowledge of industry applications, processes, software, and equipment
• Strong organizational, presentation, and customer service skills
• Skills in strategic planning with an ability to think ahead and make long-term plans
• Strong leadership skills and getting results with a strong customer orientation
• Understanding of support tools, techniques, and how technology is used to provide services
• Excellent communication skills in English, both written and oral

Responsibilities

• Manage service desk team members and their overall daily activities
• Manage the dispatch process of service requests to ensure full utilization of resources
• Manage the dispatch process of field technicians to ensure full utilization of resources
• Improve usage of Support resources and increase the productivity of the team
• Communicate with all parties in a constructive manner to guarantee customer expectations are met
• Maintain awareness of all outstanding customer pre-and post-delivery issues and provide status to clients as necessary
• Perform customer follow-up to verify final resolution and determine satisfaction level
• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively
• Provide accurate reports and metrics to company management on the status of delivering Service Level Agreements across all clients
• Understand overall service desk objectives, as well as the role and function of each team member
• Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests
• Assist the service desk team in design and development tasks
• Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production
• Identify areas for improvement and make constructive suggestions for change
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships
• Escalate service desk issues to the CTO as required
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions
• Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc
• Maintain specific knowledge of the customer and how our service relates to their business strategy and goals
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
• Conduct performance evaluations and mentor those with less experience
• Develop training programs to develop and refine the skills of the service desk team
• Facilitate regular service desk team meetings and service board reviews
• Document internal processes and procedures related to duties and responsibilities
• Enter all work as activities, service tickets, or project tickets in ConnectWise
• Review relevant publications and online materials to remain up to date with current and future trends emerging in the industry