Service Desk Operations Manager

1 month ago

Virginia Beach, United States ePlus Technology, inc. Full time
Overview

As a Service Desk Operations Manager, you will be responsible for the strategic direction and leadership for the overall Service Desk support operations, including staff and service administration. You will effectively and efficiently manage the development and direction of the operational team in order to drive the growth of revenue and technical productivity, and to promote high quality customer satisfaction while building relationships and ensuring the integration of strategic plans with company operations.


From strategy to fulfillment to managed services, our engineering centric solutions enable our clients to realize what it means for technology to do more.

Responsibilities

CORPORATE VALUES

Respectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.

Teamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.

Work/life balance that supports our employees' varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.

Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.

COMMITMENT TO DIVERSITY, INCLUSION AND BELONGING

We are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.

ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work.

YOUR IMPACT

The essential functions of this position include:

  • Foster collaboration and communication within a matrixed organization of leaders to identify and support both client-specific and service desk needs effectively.
  • Oversee, train, assist, and develop the Service Desk Operations staff to ensure a high level of competency and efficiency.
  • Establish a comprehensive vision and direction for the implementation of internal operations, aligning with organizational objectives.
  • Define team goals and lead staff to achieving desired results, while being accountable for performance
  • Monitor departmental and individual performance against goals to ensure that progress is being made; take corrective action, when necessary
  • Meet regularly with department heads/business unit leaders and customers; facilitate resolution of
    issues/problems between business units and/or departments and customers
  • Foster a positive, team centric environment with a culture of openness, respect, and collaboration
  • Manage team recruitment, hiring, terminations and performance management
  • Support employee development through coaching, growth opportunities, and development
  • Develop and document strategies, processes, and procedures suitable for a Service Level Target (SLT) achievement driven environment, and identify opportunities for improvement to meet the departmental goals
  • Gather and report operational metrics, accomplishments, and priorities to leaders as required
  • Properly handle customer inquiries and complaint escalations
  • Analyze customer concerns and design / deliver service desk services to deliver exceptional customer service and support
  • Proactively and effectively manage communications pertaining to technical support, operations, changes, outages, and issues
  • Ensure that all reporting employees adhere to company policies and procedures
  • Perform other duties, as required

As a manager, you are also expected to:

  • Lead and guide team members, fostering growth through mentoring, coaching, and development, while ensuring effective communication and collaboration.
  • Promote an environment of inclusivity and respect, valuing diverse perspectives and encouraging open dialogue among all team members.
  • Collaborate on strategic initiatives, leveraging your expertise to drive innovation and positive change within the organization.
  • Cultivate a proactive approach to conflict resolution, striving for amicable solutions and escalating concerns as needed.
QUALIFICATIONS
  • Bachelor's degree in relevant field, or equivalent experience
  • 7+ years of management experience managing a 7x24x365 technical staff
  • Experience with ServiceNow ticketing system
  • 3+ years of managing resources in a call center environment
  • 3+ years of managing call center telephony
  • ITIL Certifications V3 preferred
  • Effective leadership skills, with a strong focus on operations and business processes
  • Able to identify key issues and creatively and strategically overcome internal challenges or obstacles
  • Clear and solid understanding of personnel policies, practices, and procedures and other operational issues faced by the organization
  • Effective attention-to-detail and a high degree of accuracy
  • High level of integrity, confidentially, and accountability
  • Sound analytical thinking, planning, prioritization, and execution skills
  • Managing a complex shift pattern in a call center environment
  • A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills
POSITION SPECIFICS

The base salary range for this position at commencement of employment is expected to be between $60,000 and $80,000 annually; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including commissions and discretionary bonuses, in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. ePlus Benefits highlights can be viewed here.

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

PHYSICAL REQUIREMENTS

While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.

By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.

#LI-AC1

#IND1

  • Service Desk Operations Manager

    4 weeks ago

    Virginia Beach, United States Home Interior Services Full time

    Overview As a Service Desk Operations Manager, you will be responsible for the strategic direction and leadership for the overall Service Desk support operations, including staff and service administration. You will effectively and efficiently manage the development and direction of the operational team in order to drive the growth of revenue and technical...

  • Service Desk Operations Manager

    7 days ago

    Virginia Beach, United States ePlus Full time

    Overview As a Service Desk Operations Manager, you will be responsible for the strategic direction and leadership for the overall Service Desk support operations, including staff and service administration. You will effectively and efficiently manage the development and direction of the operational team in order to drive the growth of revenue and technical...

  • Service Desk Technician

    1 month ago

    Virginia Beach, United States General Dynamics Information Technology Full time

    Help Desk Technician Transform technology into opportunity as a  Service Desk Technician  with ARMA (GDIT). A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate. At GDIT, people are our differentiator. As...

  • Service desk Analyst

    2 weeks ago

    Virginia Beach, United States Fortis Solutions Group Full time

    Job DetailsLevel Experienced Job Location Virginia Beach, VA - Virginia Beach, VA Position Type Full Time Education Level High School Travel Percentage Up to 20% Job Shift Office Job Category Information Technology Description As the Service Desk Analyst, you will serve as the first point of contact and provide support to end users for desktop application,...

  • Front Desk Manager

    1 month ago

    Virginia Beach, United States Harrison Group Full time

    The Harrison Group is a 3rd generation family business that has been owned and operated in Ocean City, Maryland, since 1951. The Harrison Group operates over fifteen hotels and seven restaurants from Ocean City, Maryland, Virginia Beach, Corolla, North Carolina, and Jacksonville Beach, Florida. The Harrison Group portfolio is constantly evolving. Yearly...

  • Front Desk Manager

    1 month ago

    Virginia Beach, United States Harrison Group Full time

    The Harrison Group is a 3rd generation family business that has been owned and operated in Ocean City, Maryland, since 1951. The Harrison Group operates over fifteen hotels and seven restaurants from Ocean City, Maryland, Virginia Beach, Corolla, North Carolina, and Jacksonville Beach, Florida. The Harrison Group portfolio is constantly evolving. Yearly...

  • General Services Operations Manager

    1 month ago

    Virginia Beach, Virginia, United States Westminster-Canterbury on Chesapeake Bay Full time

    WHAT YOU WILL DO: The General Services Operations Manager is responsible for the direct oversight of the leaders in the following departments, concierge services, transportation services and procurement operations. This management position reports to the Director General Services and will have additional indirect responsibilities for the following...

  • Front Desk Agent

    3 weeks ago

    Virginia Beach, United States VIRGINIA BEACH HOTEL ASSOCIATION Full time

    * / * / * Front Desk Agent HIRING NOW! MULTIPLE OPENINGS! $12/hr Job Summary: VSA is looking hire exceptional talent to become a part of an exceptional team! The Full-time and Part-time Front Desk Agents provide service to customers, answers inquiries pertaining to the hotel, registration of guests and travel directions. The Front Desk Agent is responsible...

  • Front Desk Supervisor

    2 months ago

    Virginia Beach, United States VIRGINIA BEACH HOTEL ASSOCIATION Full time

    * / * / * Front Desk Supervisor HIRING NOW! MULTIPLE POSITIONS AVAILABLE $13/hr Job Summary: The Front Desk Supervisor is a liaison between all operational departments relating to the Owners/guests vacation experience. Provides an enjoyable vacation experience from check in to check out. Assists Resort Management in maximizing Resort inventory, average...

  • Help Desk Representative

    9 hours ago

    Virginia Beach, United States TECHEAD Full time

    TECHEAD is celebrating over thirty-five years of incredible heritage, talent, and accomplishments! To learn more about TECHEAD, visit us at TECHEAD.com or on Glassdoor. Help Desk Representative ~ 12+ month contract ~ On-site ~ Virginia Beach, VAPermanent residents only, no C2C considered.TECHEAD is looking for candidates to support the local Service Desk...

  • Help Desk Representative

    15 hours ago

    Virginia Beach, United States TECHEAD Full time

    TECHEAD is celebrating over thirty-five years of incredible heritage, talent, and accomplishments! To learn more about TECHEAD, visit us at TECHEAD.com or on Glassdoor. Help Desk Representative ~ 12+ month contract ~ On-site ~ Virginia Beach, VAPermanent residents only, no C2C considered.TECHEAD is looking for candidates to support the local Service Desk...

  • Front Desk Operator

    6 days ago

    Miami Beach, United States At Mine Hospitality Full time

    Job Opportunity: Front Desk OperatorAre you passionate about hospitality and eager to be part of a dynamic, growing team? Our hospitality management company is seeking an energetic, customer-oriented individual to join us as a Front Desk associate with a focus on dealing with online platforms like Airbnb and Booking.com.About us:At Mine Hospitality is a...

  • Front Desk Clerk

    1 month ago

    Virginia Beach, United States Harrison Group Full time

    The Harrison Group is a 3rd generation family business that has been owned and operated in Ocean City, Maryland, since 1951. The Harrison Group operates over fifteen hotels and seven restaurants from Ocean City, Maryland, Virginia Beach, Corolla, North Carolina, and Jacksonville Beach, Florida. The Harrison Group portfolio is constantly evolving. Yearly...

  • SMIT Service Desk SRM Technician

    1 month ago

    Virginia Beach, United States Leidos Full time

    Description The SMIT Service Desk SRM Team has an opening for an experienced technician to work in our Norfolk, VA office. The Service Request Management teams receive a wide variety of requests from Contract Technical Representatives (CTR) including access to applications, software enhancements, computer upgrades and new mobile phones. These types of...

  • Front Desk Supervisor

    2 months ago

    Virginia Beach, United States VSA Resorts Full time

    **Front Desk Supervisor (FT)** **Department:** Front Office **Location:** Virginia Beach, VA **Summary:** The Front Desk Supervisor is a liaison between all operational departments relating to the Owners/guests vacation experience. Provides an enjoyable vacation experience from check in to check out. Assists Resort Management in maximizing Resort inventory,...

  • Front Desk Manager

    2 months ago

    Palm Beach Gardens, United States Pinnacle Hotel Management Full time

    Manage the Front Desk, At Your Service (AYS) and shuttle operation of the hotel. In addition to assisting in the operation of the Front Office operation and guest services personnel, this position will respond quickly to guest requests and/or complai Manager, Front Desk Manager, Front Desk, Operations

  • Front Desk Agent

    2 months ago

    Virginia Beach, United States Best Western Center Inn Full time

    Job DescriptionJob DescriptionBenefits/PerksFlexible SchedulingIncentive ProgramJob SummaryWe are seeking a positive, friendly Front Desk Agent to provide exceptional service to our hotel guests. The Front Desk Agent will assist guests with the check-in and check-out processes, issue room keys, and process payments. Responsibilities also include maintaining...

  • Front Desk Agent

    2 months ago

    Virginia Beach, United States VSA Resorts Full time

    **Front Desk Agent (FT & PT)** **Department:** Front Office **Location:** Virginia Beach, VA **Summary:** VSA is looking for Full-time and Part-time Front Desk Agents to provide service to customers, answers inquiries pertaining to the hotel, registration of guests and travel directions. The Front Desk Agent is responsible for handling communication and...

  • Member Services Representative "Front Desk"

    2 months ago

    Virginia Beach, United States Planet Fitness - Excel Fitness Full time

    Job DescriptionJob DescriptionPosition: Member Services Representative - Front DeskReports to: General Manager (GM)/ Assistant Manager (AM) / Shift LeadDepartment: OperationsPurpose: Help promote our Judgement Free Zone, by representing our core values and adhering to our business drivers during each scheduled shift.Duties and Responsibilities:Perform to...

  • Front Desk Manager

    2 months ago

    Myrtle Beach, United States Massage Envy Full time

    Overview The Front Desk Manager will supervise the front desk staff, manage all front-end duties, and provide excellent customer service to our guests. As the first face our clients see when they enter our location, you must be friendly, informative, welcoming, and be able to handle questions, complaints, and scheduling. Supervisory Responsibilities: ...