Service Desk Manager

2 weeks ago

Tampa, United States Acuity Technologies Full time

Job Description

Job 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.

#J-18808-Ljbffr

  • Front Desk Admin

    3 days ago

    Tampa, United States First Service Corporation Full time

    The front desk person works independently, and without direct supervision. Possesses strong communication, telephone, and customer service skills. Detailed oriented and able to multitask. Meets and greets residents; checks guests and service provider Front Desk, Property Manager, Customer Service, Operations, Property Management, Business Services, Reports,...

  • FRONT DESK ADMIN

    Found in: Careerbuilder One Red US C2 - 3 days ago

    Tampa, FL 33646, USA, United States First Service Corporation Full time

    The front desk person works independently, and without direct supervision. Possesses strong communication, telephone, and customer service skills. Detailed oriented and able to multitask. Meets and greets residents; checks guests and service provider Front Desk, Property Manager, Customer Service, Operations, Property Management, Business Services, Reports,...

  • Mobility Service Desk Technician

    Found in: Lensa US P 2 C2 - 1 hour ago

    Tampa, United States Acuity Technologies Full time

    IS THIS FOR YOU? Are you a hard-working diligent person? Are you determined and persistent in making sure tasks are correct and complete? Do you like to support co-workers and clients? Are you interested in technology? Are you looking for an opportunity to make a real impact on an organization? Do you have help desk experience in IT or Mobility support? If...

  • Service Desk Dispatcher

    2 weeks ago

    Tampa, United States AVIT, LLC Full time

    Job DescriptionJob DescriptionJob Description:The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource. Basic Functions:•         Act as...

  • Front Desk Agent

    2 weeks ago

    Tampa, United States OCI Hospitality Full time

    Front Desk Agent Come & Join Our Team! The Front Desk Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. Competitive hourly wage based on experience. Must have open availability for mornings, evenings & weekends....

  • Help Desk Specialist

    2 weeks ago

    Tampa, United States CareerBuilder Full time

    Job Description: We are seeking a talented Help Desk Specialist to join our team. The ideal candidate will have a passion for providing exceptional customer service and technical support. As a Help Desk Specialist, you will be responsible for providing technical assistance and support to our employees and customers. You will troubleshoot problems and provide...

  • Help Desk Specialist

    3 weeks ago

    Tampa, United States Robert Half Full time

    Job Description: We are seeking a talented Help Desk Specialist to join our team. The ideal candidate will have a passion for providing exceptional customer service and technical support. As a Help Desk Specialist, you will be responsible for providing technical assistance and support to our employees and customers. You will troubleshoot problems and provide...

  • Help Desk Specialist

    Found in: Appcast Linkedin GBL C2 - 3 weeks ago

    Tampa, United States Robert Half Full time

    Job Description: We are seeking a talented Help Desk Specialist to join our team. The ideal candidate will have a passion for providing exceptional customer service and technical support. As a Help Desk Specialist, you will be responsible for providing technical assistance and support to our employees and customers. You will troubleshoot problems and provide...

  • Help Desk Specialist

    Found in: Appcast US C2 - 3 weeks ago

    Tampa, United States Robert Half Full time

    Job Description: We are seeking a talented Help Desk Specialist to join our team. The ideal candidate will have a passion for providing exceptional customer service and technical support. As a Help Desk Specialist, you will be responsible for providing technical assistance and support to our employees and customers. You will troubleshoot problems and provide...

  • Front Desk Administrator

    3 days ago

    Tampa, United States AssuredPartners, Inc. Full time

    As the "face" of our company, the Front Desk Administrator will greet and welcome clients, vendors and employees into our AssuredPartners facilities. Additionally, you will perform other administrative tasks. If you like variety throughout your work Front Desk, Administrator, Management, Insurance

  • Office Assistant Manager and Front Desk Staff

    2 weeks ago

    Tampa, United States Momentum Medical Management Llc Full time

    Job DescriptionJob DescriptionMomentum Medical is looking for someone with Management / Administrative skills to manage the day to day operations of the Tampa office, including handling all duties of the front desk. Spanish is a requirement for this position.

  • Office Assistant Manager and Front Desk Staff

    3 weeks ago

    Tampa, United States Momentum Medical Management Llc Full time

    Job DescriptionJob DescriptionMomentum Medical is looking for someone with Management / Administrative skills to manage the day to day operations of the Tampa office, including handling all duties of the front desk. Spanish is a requirement for this position.

  • Realty Services Manager

    Found in: Talent US 2 C2 - 2 weeks ago

    Tampa, United States Public Buildings Service Full time

    Summary As a Realty Services Manager , you will plan, organize, direct, and control building facilities, security and tenant services programs, buildings services, maintenance and utilities services in Federal buildings and leased space. Location of position: This position is located in the Public Buildings Service, Gulf Coast Service Center...

  • Hotel Front Desk Associate/Night Auditor

    3 weeks ago

    Tampa, United States Thind Management Full time

    Job DescriptionJob DescriptionHotel Front Desk Associate/Night Auditor IntroductionWelcome to Thind Management, a family-owned management company where we strive to provide exceptional service and unforgettable experiences to our guests at our properties. With a passion for hospitality and a commitment to teach, we at Thind Management strive to share our...

  • Help Desk Technician

    Found in: Lensa US P 2 C2 - 2 hours ago

    Tampa, United States ECS Limited Full time

    ECS is seeking a Help Desk Technician to work in our Tampa, FL office. Please Note: This position is contingent upon [contract award OR additional funding]. Job Description: ECS is seeking a Help Desk Technician to work in our Tampa, FL location. This position is supporting our cloud based PAI environment called Argos, and allows for remote work with...

  • Front Desk Supervisor

    21 hours ago

    Tampa, United States Westin Tampa Bay Full time

    About Us: At Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee...

  • Front Desk Supervisor

    Found in: Lensa US P 2 C2 - 2 hours ago

    Tampa, United States Pyramid Global Hospitality Full time

    Property About Us At Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development,...

  • IT Service Desk Technician

    2 days ago

    Tampa, United States CIO Technology Solutions Full time

    We're currently seeking an experienced IT Service Desk Technician - Level 2. The Level 2 is responsible for providing technical support and maintenance of computer desktops, servers, and associated peripherals for both cloud-hosted and on-premises systems. Resolve customer reported problems, install hardware and software, and provide general IT support...

  • IT Service Desk Technician

    Found in: Lensa US P 2 C2 - 2 hours ago

    Tampa, United States CIO Technology Solutions Full time

    We’re currently seeking an experienced IT Service Desk Technician - Level 2. The Level 2 is responsible for providing technical support and maintenance of computer desktops, servers, and associated peripherals for both cloud-hosted and on-premises systems. Resolve customer reported problems, install hardware and software, and provide general IT support...

  • IT Service Desk Technician

    4 days ago

    Tampa, United States CIO Technology Solutions Full time

    Job DescriptionJob DescriptionWe’re currently seeking an experienced IT Service Desk Technician - Level 2. The Level 2 is responsible for providing technical support and maintenance of computer desktops, servers, and associated peripherals for both cloud-hosted and on-premises systems. Resolve customer reported problems, install hardware and software, and...