Director, IT Service Desk

2 weeks ago

Chesterfield, United States Nimble Solutions Full time

As the Director - IT Service Desk, you will be responsible for establishing and leading a world-class IT Service Desk practice. This role involves identifying and addressing operational inefficiencies, enhancing end-user services, and focusing on metrics to ensure high-quality service delivery. You will manage a technical support team, oversee customer service operations, and ensure timely resolution of technical issues. Additionally, you will be responsible for implementing escalation and communication procedures for crisis management, maintaining compliance with industry standards, and fostering a positive work environment that encourages teamwork and professional growth.

Requirements

Leadership and Team Management:

• Recruit, train, and support Service Desk representatives and technicians.

• Build and lead a team of IT professionals, providing guidance, coaching, and mentorship.

• Foster a positive work environment that encourages teamwork and professional growth.

• Service Desk Operations:

• Oversee daily operations of the service desk to ensure timely and effective resolution of technical issues.

• Develop and enforce service desk policies, procedures, and standards.

• Manage escalations and ensure critical issues are resolved promptly.

• Utilize tools like FreshDesk, ZenDesk, and other service management platforms to streamline service desk operations.

• Integrate onshore and offshore operations to ensure 24/7 system monitoring.

• Prepare and distribute companywide communications on upgrades or downtime for technical projects well in advance.

• Customer Service:

• Ensure a customer-focused approach in all service desk activities.

• Establish and maintain customer service standards, contributing to improving customer support.

• Collect and analyze feedback to continuously improve service desk performance.

• Performance Metrics and Reporting:

• Develop and monitor key performance indicators (KPIs) and service level agreements (SLAs) for the service desk.

• Create and deliver regular reports on service desk performance, highlighting areas for improvement.

• Use metrics and data to identify trends, address inefficiencies, and improve overall service quality.

• Process Improvement:

• Identify operational inefficiencies and implement solutions to enhance service desk operations.

• Stay updated with the latest trends and advancements in service desk technology.

• Recommend and implement new tools, technologies, and best practices to improve service delivery.

• Crisis Management:

• Develop and implement escalation and communication procedures for crisis management.

• Ensure the service desk is prepared to handle emergency situations and minimize downtime.

• Stakeholder Communication:

• Communicate effectively with technical and non-technical stakeholders, including senior management.

• Provide updates on service desk activities, issues, and improvements.

• Compliance and Security:

• Ensure compliance with industry standards and regulations, including SOC2, HIPAA, HITECH, and HITRUST.

• Manage user access and system security, including onboarding and offboarding processes.

• Play a critical role in managing user access and overseeing the onboarding and offboarding of team members concerning system access.

• Additional Responsibilities:

• Oversee the maintenance of IT asset management records and track the lifecycle of IT assets.

• Coordinate with other IT departments to ensure seamless integration and functionality of IT services.

• Develop and implement training programs to enhance the technical skills of the service desk team.

• Manage the budget for the service desk, ensuring cost-effective solutions and adherence to financial guidelines.

Qualifications:

• Education and Experience:

• Bachelor's degree in Information Technology, Computer Science, or a related field; Master's degree preferred.

• Minimum of 5 years of experience in IT Service Management and IT operations, with at least 2 years in a leadership role.

• Proven experience as a Service Desk Manager or similar role.

• ITIL certification (ITIL Expert or ITIL 4 Managing Professional) strongly preferred.

• Skills and Competencies:

• Hands-on experience with Service Desk and remote-control software.

• Customer-service oriented with a problem-solving attitude and sense of urgency.

• Solid technical background with the ability to give instructions to a non-technical audience.

• Strong communication and interpersonal skills to interact with technical and non-technical stakeholders.

• Team management skills, with experience in building and leading teams from scratch.

• Experience with service management tools like FreshDesk, ZenDesk, or similar platforms.

• Healthcare industry experience, especially in revenue management, is a plus.

Key Competencies:

• Drives Results:

• Consistently achieves results under challenging circumstances, fosters a sense of urgency, and leads others to persist despite setbacks.

Communicates Effectively:

• Delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

• Quality Decision-making:

• Makes sound decisions even with incomplete information, considers all relevant factors, and shows courage in driving appropriate decisions.

• Technical Proficiency:

• Selects and successfully implements appropriate technical tools to achieve business needs.

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