Service Desk Manager

2 months 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

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