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Service Desk Manager

3 months ago

Brentwood, United States Vaco Full time

Job Title: Service Desk Manager (Fully Remote)
Salary: Up to $115,000/year
Position Overview: We are seeking a highly skilled and experienced Service Desk Manager to lead our remote service desk team. The ideal candidate will have a proven track record in service desk operations, including transitioning from Zendesk to Halo, developing and implementing standard operating procedures (SOPs), team communication, and ticket management. This is a hands-on role that requires strong problem-solving capabilities and the ability to assist and troubleshoot technical issues effectively.

Key Responsibilities:
  • Leadership and Management:
    • Lead, mentor, and manage a remote service desk team to ensure high performance and continuous improvement.
    • Oversee daily operations of the service desk to ensure timely and efficient resolution of customer inquiries and technical issues.

  • Transition Management:
    • Manage the transition of service desk operations from Zendesk to Halo, ensuring a smooth and effective migration.
    • Develop and implement best practices for using Halo to enhance service desk performance.

  • Operational Excellence:
    • Develop, implement, and maintain SOPs for all service desk activities to ensure consistency and quality in service delivery.
    • Monitor and report on key performance indicators (KPIs) to drive operational efficiency and customer satisfaction.

  • Ticket Management:
    • Oversee the ticketing system to ensure tickets are logged, categorized, and resolved in a timely manner.
    • Analyze ticket trends and provide insights to improve service desk operations and prevent recurring issues.

  • Hands-On Support:
    • Provide hands-on assistance and troubleshooting for complex technical issues that require advanced expertise.
    • Serve as an escalation point for critical issues and work closely with other teams to resolve them.

  • Communication and Collaboration:
    • Foster strong communication and collaboration within the service desk team and with other departments.
    • Ensure effective communication of service desk policies, procedures, and updates to all relevant stakeholders.

  • Continuous Improvement:
    • Identify opportunities for process improvements and implement changes to enhance service desk performance.
    • Stay updated with industry trends and best practices to ensure the service desk remains at the forefront of customer support excellence.
Qualifications:
  • Proven experience as a Service Desk Manager or in a similar role, with a strong background in service desk operations.
  • Extensive experience transitioning from Zendesk to Halo for service desk operations.
  • Strong understanding of service desk software, ticketing systems, and customer support processes.
  • Excellent leadership, communication, and team management skills.
  • Hands-on experience in troubleshooting and resolving technical issues.
  • Ability to develop and implement SOPs and best practices for service desk operations.
  • Strong analytical skills and the ability to use data to drive decision-making and improvements.
  • Ability to work effectively in a remote environment, with strong self-motivation and time management skills.