IT Support Desk Leader

1 week ago

New York, New York, United States MSH Full time

Position Overview:

MSH is seeking a dedicated Service Desk Manager with a strong background in personnel management and escalation support. This role is pivotal in ensuring the efficiency and effectiveness of our service desk operations.

Key Responsibilities:

  • Provide leadership, coaching, and mentorship to the Service Desk team.
  • Analyze team performance and client ticket trends on a weekly basis.
  • Enhance First Contact Resolution (FCR) metrics consistently.
  • Deliver service level updates and business insights during company briefings and highlight reports.
  • Ensure all service requests adhere to the ticket lifecycle and Service Level Agreements (SLAs).
  • Prepare monthly reports on training, skill development, and team capacity for executive review.
  • Oversee the transition of project handovers, ensuring clear documentation for the support team.
  • Contribute to the development and evaluation of processes that impact the Service Desk and related operations.
  • Support the onboarding process for new Service Desk personnel, serving as a primary contact during their initial phase.
  • Manage the ticket allocation process through to resolution, continually refining procedures to enhance user experience.
  • Lead the Service Desk in improving service levels as the team expands.
  • Address user inquiries regarding software and hardware operations to resolve client issues effectively.
  • Oversee Incident Management across all levels of the Service Operations Department.

Qualifications:

  • Minimum of 5 years of experience in a Service Desk or Systems Administration role.
  • Exceptional troubleshooting skills for swift resolution of software and hardware challenges.
  • Ability to apply logical reasoning to evaluate alternative solutions and implement the most effective resolution strategies.
  • Strong active listening, written, and verbal communication abilities.
  • Demonstrated sense of urgency while maintaining professionalism and composure.
  • Familiarity with Active Sync, Remote VPN Software, Disaster Recovery, and Anti-Virus solutions; backend knowledge is advantageous.
  • Commitment to staying updated on relevant technological advancements.
  • Associate degree or equivalent professional experience.
  • Proficient communication skills, capable of engaging with all organizational levels professionally.
  • Experience in an IT interfacing capacity.
  • Comprehensive understanding of IT deployment in a business context.
  • Extensive knowledge of Microsoft systems and product offerings.
  • Proven track record of completing tasks within tight deadlines.
  • Able to work independently as well as collaboratively within a team.

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