Service Desk Manager

2 weeks ago

Cheyenne, Wyoming, United States Lunavi Full time
Service Desk Manager Job Description

Lunavi is seeking a highly skilled Service Desk Manager to lead our 24/7 team in delivering exceptional customer experiences. As a key member of our operations team, you will be responsible for ensuring that our 100% SLA is maintained, developing and growing processes and workflows, and providing daily leadership and direction to the team.

Key Responsibilities:
  • Provide daily leadership and direction to the team, including managing personnel, task assignments, and scheduling resources.
  • Develop and maintain detailed documentation of work standards, workflows, responsibilities, and shift schedules.
  • Ensure that all documentation, runbooks, etc., are in place for MRR customers, specifically managed customers, as part of the onboarding and change management process.
  • Take direct responsibility for reducing all alerts to actionable items, working with the Managed Services Engineering and Lunavi Cloud Platform teams to accomplish this task.
  • Be responsible for the ownership and health of technical and non-technical systems, including monitoring, alerting, patching, managed environments, ticketing systems, and others, as requested.
  • Assist with existing and new Tier I through Tier III support processes and documentation, including updating the knowledge base.
  • Escalate "noise" and trends in monitoring and alerting the Managed Services Engineering and/or Lunavi Cloud Platform teams.
  • Ensure that daily 24/7 tasks are completed and validated.
  • Manage and improve all Tier I and some Tier II ticketing and phone triage functions.
  • Develop and maintain training materials, conduct training to ensure employee growth, and document training completion.
  • Be responsible for the new hire training of 24/7 staff and development plans.
  • Establish and maintain standard reporting metrics daily, weekly, and monthly to be provided to senior management and/or review such metrics with the Director of Managed Services Engineering and Lunavi Cloud Platform, and provide input and improvement ideas.
  • Be responsible for performance evaluations, promotions, hiring, and disciplinary actions as needed.
  • Continuously look for process and workflow improvements and work with senior management to implement these improvements.
  • Establish individual and departmental goals and milestones tied to performance evaluations and bonuses.
  • Collaborate with the Director of Managed Services Engineering on process improvements, changes, and workflows.
  • Maintain and emphasize the Lunavi 100% SLA (Service Level Agreement) level of service within the 24/7 team.
Requirements:
  • Strong leadership skills: effectively leads teams, sets clear goals, and promotes a high-performance culture.
  • Experience applying ITIL principles.
  • 2-5 years of helpdesk or operational experience using a ticketing system, or equivalent education.
  • Knowledge of quality improvement programs and processes.
  • Familiarity with knowledge base systems is a plus.
  • Capable of managing multiple projects and tasks under pressure.
  • Excellent written and verbal communication for presenting plans and activities.
  • Strong critical thinking and troubleshooting skills for solving complex problems.
  • Experience troubleshooting PCs, hardware, and software, and training others in these areas.
  • Ability to collaborate with people from diverse technical and business backgrounds.
  • Intermediate to advanced knowledge of computer operations, including OS, internet protocols, and networking.
  • Strong customer service and problem-solving skills.
  • Self-motivated to learn new technology and support methods.
  • Ability to clearly explain technical concepts, with excellent communication and customer service skills.
  • A team player who works well with individuals of varying technical expertise.
Preferred Skills:
  • Understanding data centers, cloud environments, software applications, and networking is highly desired.
  • Experience with VMware, Hyper-V, and Azure is desired.
  • ITIL or equivalent certification is preferred.
  • Project management or training toward project management.
  • Experience with integrations of multiple business systems is highly desired.
  • Experience supporting server operating systems, such as Windows Server.
  • Experience supporting Windows operating systems, including Windows 10/11.
  • Experience supporting Linux/Unix.
  • Experience supporting MS Office, anti-virus, and backups.

Candidate must reside in Cheyenne, WY

  • Service Desk Manager

    4 weeks ago

    Cheyenne, Wyoming, United States Lunavi Full time

    Service Desk ManagerLunavi is seeking a highly skilled Service Desk Manager to lead our 24/7 team in delivering exceptional customer experiences. As a key member of our operations team, you will be responsible for ensuring that our 100% SLA is maintained, developing and growing processes and workflows, and providing daily leadership and direction to the...

  • Service Desk Analyst

    4 weeks ago

    Cheyenne, Wyoming, United States CAI Full time

    Job SummaryWe are seeking a highly skilled Service Desk Analyst to provide technical support and customer service to our users. As a Service Desk Analyst, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests.Key ResponsibilitiesProvide general IT end-user...

  • Front Desk Coordinator

    1 month ago

    Cheyenne, Wyoming, United States Camping World Full time

    Camping World Receptionist Job DescriptionWe are seeking a highly organized and customer-focused Receptionist to join our team at Camping World. As a key member of our front desk team, you will be responsible for coordinating daily activities, ensuring a positive customer experience, and providing exceptional service to our guests.Key...

  • Front Desk Coordinator

    3 weeks ago

    Cheyenne, Wyoming, United States Camping World Full time

    Camping World Receptionist Job DescriptionWe are seeking a highly organized and customer-focused Receptionist to join our team at Camping World. As a key member of our front desk team, you will be responsible for coordinating daily activities, ensuring a positive customer experience, and providing exceptional support to our customers and colleagues.Key...

  • Front Desk Associate

    4 weeks ago

    Cheyenne, Wyoming, United States Gold's Gym Full time

    Job Title: Front Desk AssociateWe are seeking a highly motivated and customer-focused Front Desk Associate to join our team at Gold's Gym. As a Front Desk Associate, you will be the first point of contact for our members and guests, providing exceptional service and ensuring a positive experience for everyone who walks through our doors.Key...

  • Guest Services Agent

    2 weeks ago

    Cheyenne, Wyoming, United States Avantic Lodging Enterprises Full time

    Job SummaryAvantic Lodging Enterprises is seeking a highly skilled and customer-focused Guest Services Agent to join our team. As a key member of our front desk team, you will be responsible for providing exceptional service to our guests, ensuring their stay is memorable and enjoyable.Key Responsibilities:Register guests and process check-ins and check-outs...

  • Front Desk Associate

    3 weeks ago

    Cheyenne, Wyoming, United States Gold's Gym Full time

    Job Title: Front Desk Associate Closing and WeekendWe are seeking a highly motivated and customer-focused Front Desk Associate to join our team at Gold's Gym. As a Front Desk Associate, you will be the first point of contact for our members and guests, providing exceptional service and ensuring a positive experience for everyone who enters our...

  • Help Desk Technician

    4 weeks ago

    Cheyenne, Wyoming, United States University of Wyoming Full time

    Job Title: Help Desk TechnicianJob Summary: We are seeking a highly skilled and motivated Help Desk Technician to join our team at the University of Wyoming. As a Help Desk Technician, you will provide front-line technical support and online assistance to our campus community.Key Responsibilities:Provide excellent customer service and technical support via...

  • Help Desk Technician

    6 days ago

    Cheyenne, Wyoming, United States University of Wyoming Full time

    Job Title: Help Desk TechnicianThe University of Wyoming is seeking a highly motivated and detail-oriented Help Desk Technician to provide technical support to faculty, staff, and students. As a Help Desk Technician, you will be the first point of contact for technical issues and will be responsible for resolving problems in a timely and efficient manner.Key...

  • Help Desk Technician

    4 weeks ago

    Cheyenne, Wyoming, United States University of Wyoming Full time

    Job Title: Help Desk TechnicianJoin the University of Wyoming team as a Help Desk Technician and provide front-line technical support to faculty, staff, students, and other UW affiliates.Job Purpose:As a Help Desk Technician, you will be responsible for providing technical assistance and resolving issues related to computer hardware, software, and network...

  • Front Desk Associate

    16 hours ago

    Cheyenne, Wyoming, United States Gold's Gym Full time

    Job SummaryGold's Gym is seeking a highly motivated and customer-focused Front Desk Associate to join our team. As a Front Desk Associate, you will be responsible for providing exceptional customer service to our members and guests, ensuring a positive and welcoming experience at our gym.Key ResponsibilitiesEnthusiastically greet each member and guest,...

  • Help Desk Technician

    2 weeks ago

    Cheyenne, Wyoming, United States University of Wyoming Full time

    University of Wyoming Job OpportunityJob Title: Help Desk TechnicianJob Summary:We are seeking a highly skilled and motivated Help Desk Technician to join our team at the University of Wyoming. As a Help Desk Technician, you will provide front-line technical support and online assistance to our campus community.Key Responsibilities:Provide excellent customer...

  • Help Desk Technician

    6 days ago

    Cheyenne, Wyoming, United States University of Wyoming Full time

    Job Title: Help Desk TechnicianWe are seeking a highly motivated and detail-oriented Help Desk Technician to join our team at the University of Wyoming. As a Help Desk Technician, you will provide front-line technical support and online assistance to faculty, staff, students, and other university affiliates.Key Responsibilities:Provide first-line support for...

  • Front Desk Associate

    2 days ago

    Cheyenne, Wyoming, United States Avantic Lodging Enterprises Full time

    Job SummaryAvantic Lodging Enterprises is seeking a highly skilled and customer-focused Front Desk Associate to join our team. As a Front Desk Associate, you will be responsible for providing exceptional guest service, handling room reservations, and ensuring a seamless check-in and check-out experience for our guests.Key Responsibilities:Register guests and...

  • Help Desk Student Technician

    1 month ago

    Cheyenne, Wyoming, United States University of Wyoming Full time

    Job Title: Help Desk Student TechnicianThe University of Wyoming is seeking a highly motivated and detail-oriented Help Desk Student Technician to provide technical support and online assistance to faculty, staff, students, and other university affiliates.Job Purpose:As a Help Desk Student Technician, you will be responsible for providing first-line...

  • Front Desk Associate Closing and Weekend

    3 hours ago

    Cheyenne, Wyoming, United States Gold's Gym Full time

    Job Title: Front Desk Associate Closing and WeekendWe are seeking a highly motivated and customer-focused Front Desk Associate to join our team at Gold's Gym. As a Front Desk Associate, you will be responsible for providing exceptional customer service to our members and guests, while maintaining the security and cleanliness of the front desk area.Key...

  • Help Desk Technician

    3 weeks ago

    Cheyenne, Wyoming, United States University of Wyoming Full time

    Job Title: Help Desk TechnicianJob Purpose: Provide technical support and assistance to faculty, staff, and students at the University of Wyoming.Key Responsibilities:Provide first-line technical support through phone calls, online chats, and email requests.Assist with issue resolution by engaging knowledge base articles, special help desk members, or other...

  • Help Desk Technician

    2 days ago

    Cheyenne, Wyoming, United States University of Wyoming Full time

    Job Title: Help Desk Student TechnicianThe University of Wyoming is seeking a highly motivated and detail-oriented individual to join our team as a Help Desk Student Technician. As a key member of our IT support team, you will provide front-line technical assistance to faculty, staff, students, and other university affiliates.Key Responsibilities:Provide...

  • Help Desk Student Technician

    4 days ago

    Cheyenne, Wyoming, United States University of Wyoming Full time

    Job Summary:The University of Wyoming is seeking a highly motivated and detail-oriented Help Desk Student Technician to provide front-line technical support and online assistance to faculty, staff, students, and other UW affiliates.Key Responsibilities:Provide first-line support through phone calls, online chats, and email requests, gathering information and...

  • Financial Services Manager

    5 days ago

    Cheyenne, Wyoming, United States Laramie Range Ford Full time

    Job Title: Finance and Insurance ManagerAt Laramie Range Ford, we are committed to creating a exceptional environment for our customers and employees. We strive to build a stronger and better dealership and community where everyone can thrive.Responsibilities:Help customers arrange financing for their purchases and present them with additional products that...