Service Desk Manager

2 weeks ago

Tampa, United States Acuity Technologies Full time
Job DescriptionJob Description

IS THIS FOR YOU?

  • Are you technically proficient?
  • Do you have a customer-centric mindset?
  • Does the ability to lead and motivate a team excite you?
  • Do you find tracking stats, SLAs, and trends interesting?
  • Is time management one of your key strengths?
  • Do you have experience in managing large sets of knowledge-base articles?

If this sounds like you and if you have experience as an MSP Service Desk Manager, this position at Acuity allows you to be part of a dynamic team focused on the company's growth.

ABOUT ACUITY

Acuity Technologies provides communications services to business clients across the US and Canada. These services include voice-over IP and management of mobile technologies, and although we’re a small team, we’re trusted by some of the biggest companies in the US.

We’re based in Tampa and have been in business for 20 years. Our growth has resulted from the efforts of a diverse team of people focused on innovation and professionalism. If you take pride in being innovative, delivering excellent results to great clients, and contributing to the energy of a growing team, we want to meet you

BENEFITS ENJOYED BY ACUITY TEAM MEMBERS

We know it’s essential for our team to feel rewarded, so we’ve ensured that our team enjoys substantial benefits. In addition to health insurance, paid time off, and a generous retirement package, you’ll also have access to a hybrid work-from-home program. We’re also a pet-friendly office with four types of gourmet coffee and available access to a private gym.

POSITION SUMMARY

As a Service Desk Manager, you will lead and supervise a team of service desk technicians to deliver high-quality technical support and customer service to our clients. You will be pivotal in maintaining client satisfaction, optimizing service desk operations, and ensuring service level agreements (SLAs) are met or exceeded. Specific responsibilities include:

Team Leadership:

  • Lead and mentor a team of service desk technicians, fostering a positive work environment.
  • Set performance goals and regularly evaluate team members' performance, providing feedback and coaching.

Client Support:

  • Oversee the resolution of client issues and requests promptly and efficiently.
  • Monitor client satisfaction and implement improvements to enhance the customer experience.

Service Desk Operations:

  • Develop and maintain service desk procedures and best practices to ensure efficient operations.
  • Monitor ticket and call queues, workload distribution, and resource allocation to meet SLAs.

Escalation Management:

  • Handle escalated client issues and ensure proper resolution by coordinating with technical teams or senior management.

Technology and Tools:

  • Stay updated on industry trends and technologies to enhance the service desk's capabilities.
  • Manage and optimize service desk tools, software, and systems.

Reporting:

  • Generate regular reports on service desk performance, including ticket metrics, response times, and customer feedback.
  • Generate agent scorecards and review during 1-on-1s.

Training and Development:

  • Identify training needs and provide ongoing training and development opportunities for service desk staff.

Quality Assurance:

  • Implement quality assurance processes to maintain service desk excellence.
  • Conduct regular audits and reviews of service desk interactions.

QUALIFICATIONS

  • Bachelor's degree in a related field or equivalent work experience.
  • Proven experience in managing a service desk or technical support team, preferably within an MSP environment.
  • Strong knowledge of mobility or IT service management (ITSM) principles and best practices.
  • Excellent leadership and communication skills.
  • Proficiency in service desk software and tools.

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