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Service Desk Director

2 months ago

Greenwood Village, Colorado, United States Go West IT Full time
Job Summary

We are seeking a highly skilled and experienced Service Desk Manager to join our team at Go West IT. As a key member of our IT operations team, you will be responsible for leading the Service Desk team and ensuring that our clients receive the highest quality of service.

Key Responsibilities
  • Leadership and Management: Provide effective leadership and management to the Service Desk team, ensuring that they have the necessary skills and resources to deliver exceptional service to our clients.
  • Service Delivery: Ensure that the service delivered by the Service Desk team meets the expectations of quality, accuracy, timeliness, and documentation.
  • Communication and Collaboration: Foster proactive communication and collaboration with all staff and departments to ensure seamless service delivery.
  • Technical Skills: Possess strong technical skills, as demonstrated by issue resolution and ongoing development of your skillset through research, learning, and certifications.
  • Team Development: Develop and maintain effective and efficient utilization of Service Desk team members.
  • Core Values: Consistently demonstrate Go West IT's core values and encourage and develop the same in team and staff.
  • EOS Principles: Participate and engage with EOS principles, including weekly meetings to discuss issues, review key performance indicators, and drive progress on quarterly objectives.
  • Client Focus: Prioritize and address the needs of both Go West IT and its clients.
  • Expectation Management: Excel in setting and managing expectations.
Requirements
  • Education: 2+ year college or technical school education or equivalent experience.
  • IT Experience: Minimum of 5 years in an IT role.
  • Leadership Experience: Minimum of 3 years in a managerial, supervisor, or leadership role.
  • Certifications: CompTIA Net+ certification and/or applicable industry certifications (FCF and FCA certifications a plus).
  • Authorization: Authorization to work in the United States.