Service Desk Manager
2 weeks ago
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.
- 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.
- 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
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