Service Desk Manager

1 month ago

New York, United States MSH Full time

Our client, a global IT and cyber-security provider, is hiring a Service Desk Manager that requires expertise in people management and providing escalation assistance.


Responsibilities:

• Coach, mentor and guide the individuals in the Service Desk team

• Provide weekly trend analysis for team activities and Client tickets.

• Continually improve First Contact Resolution (FCR) daily.

• Provide service levels and business status through the company briefings and highlight reports.

• Facilitate that all requests follow the ticket lifecycle and Service Level Agreements.

• Provide monthly reporting on training, skills and capacity for Directors.

• Facilitate handover from projects is clear and documentation for the support team is clear and translated to the Service Desk Team.

• Participate in the creation and review of processes and procedures that affect the Service Desk teams, and other Operations teams.

• Assist with the onboarding of new staff to the Service Desk teams and acting as a point of contact in the early stages of their role.

• Assist with the process of ticket allocation through to closure and the continuous improvement of such processes to improve the experience to end users and our Clients.

• Lead the Service Desk and assist in the improvement and services levels across the Service Desk as it grows.

• Answer user inquiries regarding computer software and/or hardware operations to resolve Client issues.

• Provide Incident Management at all levels of the Service Operations Department.


Qualifications:

• 5+ years in a Service Desk/Systems Administrator role.

• Superior troubleshooting abilities enabling quick determination and resolution of software and hardware issues.

• Able to use logic/reason to identify strengths and weaknesses of alternative solutions and apply most effective resolution methodology.

• Excellent active listening and written and verbal communication skills.

• Able to demonstrate a sense of urgency while acting in a professional, calm manner.

• Experience with Active Sync, Remote VPN Software, Disaster Recovery, and/or Anti-Virus; some back-end knowledge is preferred.

• Able to stay abreast of changes and updates in relevant technologies.

• 2-year degree or equivalent experience.

• Excellent communications skills both verbal and written, ability to communicate at all levels in a professional manner

• Experience in an IT interfacing role

• Broad knowledge of IT and how it is successfully deployed in a business environment

• Excellent knowledge of Microsoft systems and product sets

• Demonstrable experience of producing / completing work in very aggressive timescales

• Able to work on own initiative and as part of a team

  • Service Desk Manager

    1 month ago

    New York, United States EDI Staffing Full time

    This position requires 3-5 years of help desk/service desk management experience with an established IT Managed Services Provider. The role requires a strong leader with a deep background in Managed Services and an interest in leveraging new automation and AI tools to increase capacity, accuracy, and scalability. Description: The Service Desk Manager...

  • Service Desk Manager

    2 months ago

    New York, United States MDS (Micro-Data Systems) Full time

    Service Desk Manager – Onsite New York, NY 10023 Job Summary:We are seeking an experienced and dedicated Service Desk Manager to lead our IT service desk team. The ideal candidate will be responsible for managing daily operations, ensuring excellent customer service, and optimizing service desk performance. This role requires a strategic thinker with...

  • Service Desk Manager

    2 months ago

    New York, United States MDS (Micro-Data Systems) Full time

    Service Desk Manager – Onsite New York, NY 10023 Job Summary:We are seeking an experienced and dedicated Service Desk Manager to lead our IT service desk team. The ideal candidate will be responsible for managing daily operations, ensuring excellent customer service, and optimizing service desk performance. This role requires a strategic thinker with...

  • Service Desk Manager

    1 month ago

    New York, United States MSH Full time

    Our client, a global IT and cyber-security provider, is hiring a Service Desk Manager that requires expertise in people management and providing escalation assistance.Responsibilities: • Coach, mentor and guide the individuals in the Service Desk team• Provide weekly trend analysis for team activities and Client tickets. • Continually improve First...

  • Service Desk

    3 weeks ago

    New York, New York, United States TEKsystems Full time

    Description: One of our major Healthcare clients in NYC is looking for an outgoing Level 1 Help Desk support Analyst to join the hospital's Enterprise Service Desk. This individual will serve as the front-line IT support for the Health System's 11 hospitals. On a day to day basis, the successful candidate will monitor and answer the Service Desk phone,...

  • Senior Manager, Executive Communications

    1 day ago

    New York, United States The Trade Desk Full time

    The Trade Desk is changing the way global brands and their agencies advertise to audiences around the world. How? With a media buying platform that helps brands deliver a more insightful and relevant ad experience for consumers –– and sets a new standard for global reach, accuracy, and transparency. We are proud of the culture we have built. We value the...

  • Service Desk Lead

    1 week ago

    New York, United States Hexaware Technologies Full time

    What Working at Hexaware offers: Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed. Hexaware provides access to a vast array of tools that...

  • Service Desk Analyst

    7 days ago

    New York, United States TEKsystems Full time

    Description: One of our major Healthcare clients in NYC is looking for an outgoing Level 1 Help Desk support Analyst to join the hospital’s Enterprise Service Desk. This individual will serve as the front-line IT support for the Health System’s 11 hospitals. On a day to day basis, the successful candidate will monitor and answer the Service Desk phone,...

  • Service Desk Analyst

    5 days ago

    New York, United States TEKsystems Careers Full time

    *Description:* One of our major Healthcare clients in NYC is looking for an outgoing Level 1 Help Desk support Analyst to join the hospital’s Enterprise Service Desk. This individual will serve as the front-line IT support for the Health System’s 11 hospitals. On a day to day basis, the successful candidate will monitor and answer the Service Desk...

  • Service Desk Analyst

    4 weeks ago

    New York, United States Connvertex Technologies Inc. Full time

    Job DescriptionJob DescriptionSummary of Role The Service Desk Analyst is the first point of contact between end-users and the Technology department. The Service Desk Analyst is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible or alerting and/or escalating...

  • Service Desk Analyst

    4 weeks ago

    New York, United States Integrated Resources Full time

    This will be a fully remote evening shift schedule (Mon-Fri 4pm to 12am). Consultant is expected to work holidays if necessary as we are a 24/7 service desk. - Receive, prioritize, document and actively resolve end-user help requests - Answer calls of e-mail contacts within the required service level time frame - Triage requests to ensure accurate transfers...

  • Lead Technical Client Manager

    5 days ago

    New York, New York, United States The Trade Desk Full time

    Position OverviewThe Trade Desk is revolutionizing the advertising landscape for global brands and their agencies. Our innovative media buying platform empowers brands to create more insightful and relevant advertising experiences for consumers, establishing a new benchmark for global reach, precision, and transparency. We take pride in our inclusive...

  • Service Desk Analyst

    5 days ago

    New York, United States TEKsystems Full time

    *Description:* One of our major Healthcare clients in NYC is looking for an outgoing Level 1 Help Desk support Analyst to join the hospitals Enterprise Service Desk. This individual will serve as the front-line IT support for the Health Systems 11 hospitals. On a day to day basis, the successful candidate will monitor and answer the Service Desk phone,...

  • Service Desk Analyst

    6 days ago

    New York, United States TEKsystems Full time

    Description: One of our major Healthcare clients in NYC is looking for an outgoing Level 1 Help Desk support Analyst to join the hospital’s Enterprise Service Desk. This individual will serve as the front-line IT support for the Health System’s 11 hospitals. On a day to day basis, the successful candidate will monitor and answer the Service Desk phone,...

  • Service Desk Specialist

    2 months ago

    New York, United States Hexaware Technologies Full time

    About the Company:Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed.Calling all tech savants and service superstars! We have a once-in-a-career...

  • Front Desk Manager

    1 day ago

    New York, United States SkyBridge Luxury & Associates Full time

    SkyBridge Luxury & Associates has partnered with a prestigious luxury hotel in New York City to source a highly motivated and experienced Front Desk Manager. The ideal candidate will be responsible for overseeing the daily operations of the front desk, ensuring that guests receive exceptional service from the moment they arrive until their departure. This...

  • Front Desk Manager

    8 hours ago

    New York, United States SkyBridge Luxury & Associates Full time

    SkyBridge Luxury & Associates has partnered with a prestigious luxury hotel in New York City to source a highly motivated and experienced Front Desk Manager. The ideal candidate will be responsible for overseeing the daily operations of the front desk, ensuring that guests receive exceptional service from the moment they arrive until their departure. This...

  • Service Desk Analyst

    1 month ago

    New York, United States Gotham Technology Group Full time

    Summary of Role:The Service Desk Analyst is the first point of contact between end-users and the Technology department.The Service Desk Analyst is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible or alerting and/or escalating them to the appropriate...

  • Service Desk Analyst

    1 month ago

    New York, United States Gotham Technology Group Full time

    Summary of Role:The Service Desk Analyst is the first point of contact between end-users and the Technology department.The Service Desk Analyst is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible or alerting and/or escalating them to the appropriate...

  • Service Desk Technician

    2 months ago

    New York, New York, United States TEKsystems Full time

    Join Our Healthcare Team in NYCAre you ready to join a major Healthcare client in NYC as a Level 1 Help Desk Support Analyst? This is your chance to be the front-line IT support for an Health System that includes 11 hospitals.The successful candidate for this role will: Receive, prioritize, document, and actively resolve end user requests Answer calls or...