Sr. Manager, Service Desk

3 weeks ago

Simi Valley, United States truData Solutions Full time

Sr. Manager, Service Desk

Location: Simi Valley, CA - Onsite

Duration: Contract-to-Hire

Start Date: Immediate


U.S. Citizen, U.S. Permanent Resident (Green Card holder) or asylee/refugee status as defined by 8 U.S.C. 1324b(a)(3) required.


Summary

The primary role of the Senior Manager, Service Desk is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. Evolve current Service Desk processes and metrics. This includes asset management, ITIL processes, metrics, and SLAs. The Senior Manager, Service Desk is also responsible for planning, designing, and analyzing the organization’s Service Desk according to best practices, while ensuring high levels of customer service quality and availability. Develop of Service Desk KPIs and plan to improve and grow the level of service maturity. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Senior Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.


Position Responsibilities

  • Develops Global Service Desk strategy and communicate to Leadership on Services, end user technologies, and team development
  • Develops Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes
  • Develops policies and procedures that outline how problems are identified, documented, assigned, and corrected
  • Analyzes performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
  • Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses and promotions when necessary
  • Prepares budget proposals and operational expenditure statements
  • Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients
  • Conducts research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts
  • Liaises with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues
  • Ensures appropriate training initiatives for new and existing staff
  • Purchasing and deployment tasks
  • Manages a global team
  • Manages the processing of all Service Desk Incidents and Requests through ticketing systems and ensure courteous, timely and effective resolution of end user issues
  • Develops and enforces request handling and escalation policies and procedures
  • Tracks and analyzes trends in Help Desk requests and generate statistical reports
  • Assesses need for any ticketing system reconfigurations (minor or significant) based on request trends and makes recommendations
  • Identifies, recommends, develops, and implements end user training programs to increase computer literacy and self-sufficiency
  • Oversees development and communication of help sheets, usage guides and FAQs for end users
  • Oversees the development, implementation and administration of service desk staff training procedures and policies
  • Trains, coaches and mentors Service Desk Technicians and other junior staff
  • Manages the overall desk activities of staff
  • Contributes to escalated problem resolution by giving in-person, hands-on support to end users when necessary
  • Attends Change Advisor Board (CAB) meeting.
  • Monitors incident trends and anticipate potential problems for proactive resolution


Basic Qualifications (Required Skills & Experience)

  • Bachelor’s degree in the field of Information Technology Management or related or equivalent combination of education, training, and experience. Masters degree preferred.
  • Minimum of 9 + years’ experience managing a Service Desk Organization including budgetary responsibilities
  • Minimum of 5 + years in a managerial / supervisory role
  • 5-7 years’ experience with desktop and server operating systems, including Window, IOS, MACOS, LINUX
  • Extensive application support experience with Service Desk / ticketing platform
  • Extensive knowledge of computer hardware, including VMware workspace One, Ivanti EPM, Engineering software
  • Proven track record of developing and providing SLAs and Service Desk deliverables.
  • Demonstrated progressive experience in the management of a technical support team
  • 40-hour on-site work week with on-call availability when required


Other Qualifications & Desired Competencies

  • Minimum 7 + years of Global Service desk experience preferred
  • Occasionally may be required to travel within the Continental U.S.
  • Certification in ITIL is a must
  • Familiarity with the advanced principles of ITIL, ITSM & Cobit
  • Solid relationship management and performance management skills
  • Ability to motivate and direct staff members and subordinates
  • Strong customer service orientation
  • Proven analytical and problem-solving abilities with strong attention for detail
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Good written, oral, and interpersonal communication skills
  • Exceptional interpersonal skills, with a focus on listening and questioning skills
  • Ability to present ideas in business-friendly and user-friendly language
  • Self-starter, highly self-motivated and directed
  • Team-oriented and skilled in working within a collaborative environment
  • Ability to identify business growth opportunities and risks
  • Ability to manage multiple, critical projects simultaneously and enjoy working in a dynamic and fast-paced environment, where small teams share a broad variety of duties
  • Strong leadership and interpersonal skills with the ability to influence others
  • Uses vision to think beyond the immediate situation, explore multiple potential paths, and adapt decision-making style based on the situational circumstances
  • Inspires, motivates, and empowers people to deliver organizational goals, while also delivering value back to employees
  • Brings organizational values to life using personality, uniqueness and the creation of a shared vision
  • Champions the process of change and promotes a culture of quick adaptation while helping others deal with the effects of change
  • Ability to develop and maintain internal and external trusting, professional relationships


Physical Demands

  • Ability to work in an office environment (Constant)
  • Required to sit and stand for long periods; talk, hear, and use hands and fingers to operate a computer and telephone keyboard (Frequent)
  • Must be able to lift up to 30 pounds (items such as computers and peripherals)

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