Service Desk Assistant Manager

Location: 100 % Remote Status: Full-Time, Exempt Applicants are encouraged to apply by April 29th, 2024 5:00 PM PST. We are seeking a Service Desk Assistant Manager to join our team This position oversees the day-to-day operations of the Service Desk team. Plays a key role in maintaining high service levels, resolving technical issues, and contributing to the overall success of the department. Plays a pivotal role in supporting the Service Desk Manager in leading a dynamic team of Service Desk agents within the Technology Service Department. Manages multiple team projects in conjunction with the Service Desk Manager to enhance systems and processes with emphasis on customer satisfaction and creating efficiencies. Ensures team is working with end users to achieve their goals related to software and hardware needs. Coordinates with other teams or specialists to resolve issues, including escalated issues of a higher difficulty. Responsibilities: - Fosters a positive and collaborative team environment where each member is empowered to contribute to the overall success of the Service Desk. - Monitors and manage ticket queues effectively, ensuring that tickets are resolved within established Service Level Agreements (SLA). - Collaborates with the Service Desk Manager to continuously refine and improve operational processes for increased efficiency - Ensures team\'s adherence to the organizations policies and standard operating procedures. - Champions a customer-centric approach within the Service Desk team, emphasizing the importance of providing exceptional service to internal users. - Coordinates support, team escalations, and alert communications during major incidents. - Works with Service Desk Manager to establish, track and analyze key performance indicators to measure the success and efficiency of the Service Desk team. - Coordinates Service Desk scheduling to ensure adequate support coverage is maintained. - Identifies opportunities for skill development and training within the Service Desk team. - Assists with designing and implementing training programs that enhance the technical expertise and customer service skills of team members. - Works closely with ServiceNow Administrator to provide feedback on the design and structure of service management workflows in ServiceNow. - Leads troubleshooting of complex issues and coordinate with vendors to resolve incidents and problems of higher complexity. - Creates and maintains monthly reports of tickets flow and resolution. - Oversees the onboarding process of new users and associated access forms, ensuring requests are completed in a timely and accurate matter. - Ensures that the Technology Service & Solutions team and Service Desk Manager are continuously informed of all factors influencing workflow. - Provides overflow support to ServiceNow tickets and Service Desk support calls. - All other duties as assigned. Education and Experience Required: High School graduate or GED 5 + years\' experience in an IT Help Desk, Service Desk, or Service