See more Collapse

Service Desk Manager

2 months ago

Middleburg Heights, United States NESCO Inc Full time


Job Description – Service Desk Manager

Summary The service desk provides a critical role as it serves as the point of contact for all technology issues. The Service Desk Manager is responsible for overseeing the daily operations of the service desk, ensuring efficient and effective support for all technology-related issues, and identifying and pursuing service improvement initiatives. This role involves managing a technical team, maintaining high service standards, and continuously improving service desk processes.

Essential Duties and Responsibilities:

Manage Daily Operations and Team Leadership

  • Lead, guide, and train the service desk team's activities, ensuring timely and accurate responses to user requests and incidents for delivering high-quality customer service.
  • Ensure that all service desk processes and procedures are followed.
  • Manage the team's workload to meet service demands.
  • Schedule employees' working times and provide backup support as needed.

Service Management

  • Monitor and report on service desk performance metrics.
  • Identify areas for improvement and implement solutions to enhance service quality and efficiency.
  • Provide data and reporting of KPIs and trends to senior management in ad hoc, weekly, and monthly meetings as needed.
  • Handle escalated issues and ensure they are resolved effectively and with care.

Education

  • Bachelor's degree in Information Technology or a related field, or equivalent experience.
  • Previous experience in a technical support or service desk role with leadership experience preferred.

Qualifications and Skills

  • A complete understanding of the organization's business and core values.
  • High emotional intelligence.
  • Experience working in a Professional Services Automation (PSA) or Service Management platform with knowledge and understanding of best practices.
  • The ability to build a cohesive team and manage people effectively.
  • Strong communication and customer service skills.
  • The ability to manage time effectively while setting the tone of the team through modeling and leadership.
  • Strong analytical skills and the ability to think outside the box.
  • Drive, self-motivation, and the ability to work under one's own initiative.


Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

We have other current jobs related to this field that you can find below

  • Help Desk Technician Tier I

    2 months ago

    Middleburg Heights, United States Datacore Consulting Full time

    Job DescriptionJob Description JOB DUTIES AND RESPONSIBILITIES:Manage Active Directory including but not limited to user creation, deletion, permissions, and password resetsEnsure prompt response and escalation for all system outages/issues, providing updates to management and end usersOnsite visits with Clients to repair, diagnose, and correct PCs,...

  • Service Desk

    4 weeks ago

    District Heights, United States Planet Fitness Full time

    Job DetailsJob Location 108 Penn Station - District Heights, MD Position Type Part Time Salary Range $15.00 - $15.00 Hourly Job Shift Any Job Category Customer Service DescriptionCompany & Benefits As one of the largest independently owned operators of Planet Fitness clubs, Ohana Growth Partners' core purpose is to inspire people to change their lives (and...

  • Service Desk

    4 days ago

    Capitol Heights, United States Planet Fitness Full time

    Job DetailsJob Location 130 Seat Pleasant - Seat Pleasant, MD Position Type Part Time Salary Range $15.00 - $15.00 Hourly Job Shift Weekends Job Category Customer Service DescriptionCompany & Benefits As one of the largest independently owned operators of Planet Fitness clubs, Ohana Growth Partners' core purpose is to inspire people to change their lives...

  • Service Desk Overnight

    2 months ago

    District Heights, United States Planet Fitness Full time

    Job DetailsJob Location 108 Penn Station - District Heights, MD Position Type Part Time Salary Range $15.00 - $15.00 Hourly Job Shift Overnight Job Category Customer Service DescriptionCompany & Benefits As one of the largest independently owned operators of Planet Fitness clubs, Ohana Growth Partners' core purpose is to inspire people to change their lives...

  • Front Desk Customer Service Representative

    3 weeks ago

    Arlington Heights, United States Goldfish Swim School Full time

    Are you looking for a great gig where the work is actually fun? Do you want to work somewhere you can get real job experience and make a difference? Check out Goldfish Swim School! We’re a rapidly growing, award winning franchise that is not your typical company! We change lives. We help children reach their goals. We wear flip flops. We work in a...

  • Sales and Services Manager

    1 month ago

    Yorktown Heights, United States Goldfish Swim School - Yorktown Heights Full time

    Job DescriptionJob DescriptionAre you looking for a great gig where the work is actually fun? Do you want to work somewhere you can get real job experience and make a difference? Check out Goldfish Swim School! Were a rapidly growing, award-winning franchise that is not your typical company!We change lives. We help children reach their goals. We wear...

  • Front Desk Supervisor

    3 weeks ago

    Airway Heights, United States Northern Quest Full time

    Hiring Preference: The Kalispel Tribe of Indians is an Equal opportunity employer. Consistent with federal law, the Kalispel Tribe of Indians applies Indian preference in employment. It is the policy of the Kalispel Tribe of Indians to give preference in hiring, promotions, and transfers into vacant positions to qualified applicants in the following order:...

  • Front Desk Supervisor

    3 months ago

    Airway Heights, United States Kalispel Tribe of Indians - KTEA Full time

    Job DescriptionJob DescriptionHiring Preference: The Kalispel Tribe of Indians is an Equal opportunity employer. Consistent with federal law, the Kalispel Tribe of Indians applies Indian preference in employment. It is the policy of the Kalispel Tribe of Indians to give preference in hiring, promotions, and transfers into vacant positions to qualified...

  • Front Desk Supervisor

    2 months ago

    Airway Heights, United States Northern Quest Resort & Casino Full time

    Hiring Preference: The Kalispel Tribe of Indians is an Equal opportunity employer. Consistent with federal law, the Kalispel Tribe of Indians applies Indian preference in employment. It is the policy of the Kalispel Tribe of Indians to give preference in hiring, promotions, and transfers into vacant positions to qualified applicants in the following order:...

  • Front Desk Supervisor

    3 months ago

    Airway Heights, United States Northern Quest Resort & Casino Full time

    Hiring Preference: The Kalispel Tribe of Indians is an Equal opportunity employer. Consistent with federal law, the Kalispel Tribe of Indians applies Indian preference in employment. It is the policy of the Kalispel Tribe of Indians to give preference in hiring, promotions, and transfers into vacant positions to qualified applicants in the following order:...

  • Tire Service Supervisor Full Time

    1 week ago

    Middleburg Heights, United States BJ's Wholesale Club Full time

    The Benefits of working at BJ’s • BJ’s pays weekly •Eligible for free BJ's Inner Circle and Supplemental membership(s)* • Generous time off programs to support busy lifestyles*  o Vacation, Personal, Holiday, Sick, Bereavement Leave, Jury Duty • Benefit plans for your changing needs* o Three medical plans**, Health Savings Account...

  • Front Desk Clerk

    4 hours ago

    Hasbrouck Heights, United States Concord Hospitality Full time

    Description Front Desk & Guest Care We are looking for people that have a passion to serve others! Working at the front desk means you are at the hub of the hotel with the most interaction with our guests. Your role is key to the overall experience the guest will have. Your keen sense of being proactive, responsive and caring will make all the difference. If...

  • Front Desk Clerk

    2 weeks ago

    Sterling Heights, United States WoodSpring Suites Detroit Sterling Heights Full time

    DescriptionFront Desk & Guest Care All ShiftsHourly rate is $16.00 plus FT benefits if applicable.We are looking for people that have a passion to serve others! Working at the front desk means you are at the hub of the hotel with the most interaction with our guests. Your role is key to the overall experience the guest will have. Your keen sense of being...

  • Hotel Front Desk

    3 months ago

    Madison Heights, Michigan, United States WoodSpring Suites DetroitMadison Heights Full time

    Front Desk & Guest Care All ShiftsHourly rate is $15.00 We are looking for people that have a passion to serve others Working at the front desk means you are at the hub of the hotel with the most interaction with our guests. Your role is key to the overall experience the guest will have. Your keen sense of being proactive, responsive and caring will make all...

  • Help Desk Specialist

    2 weeks ago

    Federal Heights, United States Creative Financial Staffing Full time

    Position: Help Desk SpecialistAbout the Company:Our client is an industry leader! They are seeking a full-time, permanent Help Desk Specialist to be a great addition to their Help Desk customer support team. Here are a few reasons why you should apply:Innovative and fast-growing technology leader.Company is experiencing tremendous growth and has...

  • Help Desk Specialist

    3 months ago

    Federal Heights, United States Creative Financial Staffing Full time

    Position: Help Desk SpecialistAbout the Company:Our client is an industry leader! They are seeking a full-time, permanent Help Desk Specialist to be a great addition to their Help Desk customer support team. Here are a few reasons why you should apply: Innovative and fast-growing technology leader. Company is experiencing tremendous growth and has...

  • Front Desk Coordinator

    1 month ago

    Dearborn Heights, United States Dental Whale® Full time

    **Front Desk Coordinator** **About** At Cambridge Dental Group - we strive to provide exemplary, personalized dental care in a friendly, relaxing environment at an excellent value. Our **Front Desk Coordinator** is a key part of delivering this 'WOW' experience we strive for! **Dental Front Desk Coordinator** You might be perfect for this position if you: *...

  • Front Desk Manager

    4 weeks ago

    Linthicum Heights, United States Marriott International Inc Full time

    Job DescriptionAdditional Information: This hotel is owned and operated by an independent franchisee, Tanis Hospitality Management, LLC. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel's employment policies and practices, including hiring, firing,...

  • IT Help Desk Technician

    3 weeks ago

    Airway Heights, United States NR Consulting Full time

    Job Title: IT Help Desk Technician Location: Airway Heights, WA 99001 Duration: 6 Month Contract Shift: Monday through Friday 5:30am or 6am start (8-hour shifts). LOOKING FOR CANDIDATES THAT HAVE WORKED IN MANUFACTURING ENVIRONMENT 3+ YEARS IT Help Desk Technician This role is both the frontline of internal customer technical support (Tier 1), as well as...

  • Front Desk Manager

    4 weeks ago

    Linthicum Heights, United States Marriott International Inc Full time

    Job Number 24114689 Job Category Rooms & Guest Services Operations Location Fairfield Inn & Suites Baltimore BWI Airport, 1020 Andover Road, Linthicum Heights, Maryland, United States VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation? N Position Type Management Additional Information: This hotel is owned and operated by an independent franchisee,...