Senior Service Desk Manager

2 weeks ago


Simi Valley, California, United States Client Full time
About the Role

Sr. Manager, Service Desk


The Service Desk Manager is a critical role that oversees all Service Desk staff, ensuring end-users receive timely and effective assistance. This includes managing procedures related to incident identification, prioritization, and resolution, as well as monitoring, tracking, and coordinating Service Desk functions.


This role requires strong leadership and problem-solving skills, with the ability to motivate and direct staff members. The ideal candidate will have a strong understanding of ITIL processes and be able to analyze performance metrics to drive quality of service and prevent future problems.


Key Responsibilities

  • Develop and communicate the Global Service Desk strategy to Leadership
  • Establish problem resolution expectations and timeframes through Service Level Agreements (SLAs)
  • Develop policies and procedures for problem identification, documentation, assignment, and correction
  • Analyze Service Desk performance and identify problem areas to devise and deliver solutions
  • Plan and conduct performance appraisals of Service Desk staff
  • Prepare budget proposals and operational expenditure statements
  • Collaborate with other departments to identify and procure Service Desk software
  • Conduct research on emerging products and technologies
  • Liaise with vendors for system procurement and installation
  • Ensure staff training initiatives and purchasing tasks
  • Manage a global team and oversee Service Desk incident and request processing
  • Develop and enforce request handling and escalation policies
  • Track and analyze Help Desk requests and generate statistical reports
  • Identify opportunities for business growth and risk management

Requirements



  • Bachelor's degree in Information Technology Management or related field
  • Minimum 9 years' experience managing a Service Desk Organization
  • Minimum 5 years in a managerial/supervisory role
  • 5-7 years' experience with desktop and server operating systems
  • Extensive application support experience with Service Desk/ticketing platforms
  • ITIL certification and knowledge of computer hardware
  • Proven track record in managing a technical support team
  • 40-hour on-site work week with on-call availability

About Us

Client is a leading provider of IT services, dedicated to delivering high-quality solutions to our clients. We are seeking a highly motivated and experienced Service Desk Manager to join our team.



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