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Service Desk Manager

2 months ago

Spring Montgomery County TX, United States TEKsystems Careers Full time

  • Description:*
  • Mondays and Fridays Remote*
  • Tuesdays - Thursdays onsite in Spring, TX*
The client is seeking a highly qualified and experienced professional to join their dynamic team on a long-term contract assignment. The ideal candidate will manage the daily operations of the service desk, ensuring that all service requests and incidents are resolved in a timely and efficient manner. They will execute an IT service delivery strategy aligned with organizational goals and long-term business objectives, establish and monitor Service Level Agreements (SLAs) and metrics to measure service desk performance, and maintain IT service management practices based on industry frameworks such as ITIL and ITSM. The candidate will also manage incident and problem processes, ensure that all service desk staff are trained and equipped to provide excellent customer service, develop and maintain strong relationships with key stakeholders across the IT organization, and collaborate with other IT functional areas to facilitate the resolution of complex technical issues. Must haves include relevant industry certifications (e.g., Microsoft certifications, ITIL), experience building and maintaining ITSM solutions (preferably Ivanti Neurons), experience managing and licensing Microsoft products such as the M365 suite of solutions including O365, Teams, and SharePoint, understanding of modern Microsoft solutions such as the Power Platform and Copilot, experience with Adobe suite of products, Autodesk products, and other engineering software, strong problem-solving skills, a proactive approach to identifying and resolving issues, strategic thinking with the ability to align technology initiatives with business goals, excellent communication and interpersonal skills, and the ability to explain complex technical concepts to non-technical stakeholders. Nice to haves include experience driving process improvements, fostering collaboration, and understanding call metrics like call waiting, FCR, AHT, etc.
  • Meet primary stakeholders in IMS and members of the Service Desk and Desktop Support teams.
  • Familiarize with, IMS, and the Service Desk processes.
  • Complete service desk analyst training, desktop support training, and a high-level end user technologies overview.
  • Review current metrics for the Service Desk.
Develop standard reports and metrics for the Service Desk. Discuss long-term priorities for the Service Desk. Focus on the backlog of open Incidents and Service Requests. Develop a 90-day plan of action to improve the Service Desk. Start developing SLAs and KPIs. Transition day-to-day responsibilities to the Service Desk Manager role. *Skills:* itsm, Service desk, Customer service, Help desk, Ticketing system, Office 365, Active directory, Itil *Top Skills Details:* itsm,Service desk,Customer service,Help desk,Ticketing system *Additional Skills & Qualifications:*
  • Relevant industry certifications (e.g., Microsoft certifications, ITIL, etc.).
  • Experience driving process improvements and fostering collaboration.
  • Understanding of modern Microsoft solutions such as the Power Platform and Copilot.
About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.