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Service Desk Manager

4 months ago

Houston, United States Pros. Full time

Come for the culture, grow your career, and enjoy the journey

When you join PROS, you’re joining a community of people who genuinely care - about their work, communities, customers, and each other. We empower our teams to be their best from anywhere, and trust that wherever you are, you’re going to bring your best self and do your best work.

We take care of our people so you can focus on our customers, business priorities and the important things outside of work. We prioritize flexibility and wellbeing to help our people:

- Rest: Quarterly Recharge Days, company-wide mental health holidays to unplug
- Reset: Work Well Wednesdays, a ‘quiet’ day to help prioritize focused work with mínimal distractions
- Recharge: Trusted Time Off (US) so you can plan for the time you need when you need it
- Reap rewards: Competitive benefits and compensation packages, including paid maternity and paternity leave, adoption and IVF benefits, baby bucks, 401(k) match, pet insurance and more
- Reach your full potential: Leadership training, dedicated people leader programs and resources, Learn and Connect cultural series, active Employee Resource Groups

We celebrate and embrace different views and ideas, and all play a role in fostering an inclusive environment that encourages and protects diversity of thought. Our inclusive culture is one of the reasons we’re a Great Place to Work. Our customers tell us over and over that they ultimately choose PROS because of our people. They love our solutions, but at the end of the day, they don’t choose our technology—they choose us, and that is the ultimate compliment.

We invite you to join our team and grow your career at PROS Help us shape the future of how companies compete and win in their markets

What you’ll do:
Reporting to the Director, IT the Service Desk Manager will be responsible to oversee all Service Desk staff, processes and technology to ensure that the highest levels of service are achieved.

The Service Desk Manager will collaborate with various departments, manage resources, and implement strategies to enhance the overall efficiency and effectiveness of the helpdesk support services.

A DAY IN THE LIFE OF THE SERVICE DESK MANAGER: ABOUT THE ROLE:

- The service desk manager performs and oversees the activities, workflow and personnel of the IT Service Desk Team to ensure the operation is in accordance with the established procedures and practices
- Monitors performance of support personnel, reviewing response times, problem logs, and trends in problems reported
- Advise support staff concerning administrative procedures, technical problems, and priorities.
- The manager may recommend strategies and/or hardware/software enhancements to increase employee productivity
- Selects, develops, and evaluates personnel to ensure the efficient operation of the function including scheduling staff to maintain coverage to support company needs and the development of a first-class customer service team.
- Contribute to problem resolution by giving in-person support to end users at the desktop level

SERVICE DESK MANAGER JOB RESPONSIBILITIES:

- Ensure all service desk staff are trained and equipped to provide first-class customer service
- Dedication to the team. Train, coach, and mentor the support personnel to perform at peak levels and maintain SLA and metrics to measure performance
- Manage the daily operations of the service desk to ensure all tickets are resolved in a timely and efficient manner
- Oversee the development, implementation, and administration of help desk staff training, documented procedures, and policies
- Collaborate with other IT team to identify and/or resolve complex technical issues and ensure alignment with organizational goals
- Design and enforce request handling and escalation policies and procedures
- Track and analyze trends in Support requests and generate statistical reports
- Prepare budget proposals and operational expenditure statements
- Provide direct support of VIPs such as the C-Level suite, SVPs, etc.
- Serve as the senior technical resource / final escalation point for all requests / tickets
- Perform additional duties as assigned by the Director of IT

REQUIRED QUALIFICATIONS - ABOUT YOU:

- Ability to lead and manage a support team.
- Experience driving a culture of fostering collaboration and process improvements
- Strong working knowledge of all Microsoft Windows, Workstations, MacOS, and M365 suite
- Solid knowledge of Networking, Security, Server Administration
- Strong working knowledge of Desktop imaging utilizing tools such as: SCCM or Microsoft Intune
- Working knowledge of Zoom, MS Teams and Video Conferencing
- Understanding of conference room setups and A/V equipment
- Strong customer service focus and excellent interpersonal skills
- Ability to organize priorities and act with a sense of urgency when necessary
- Must be able to lift and move boxes and/or heavy equipment up to 50lbs when accommodations may