Service Desk Manager

1 month ago

Buffalo, New York, United States Freed Maxick CPAs P C Full time
Job Overview

Freed Maxick CPAs P C is seeking an experienced Service Desk Manager to oversee all Service Desk staff and ensure that end users receive the appropriate assistance. This includes managing all procedures related to identification, prioritization, and resolution of incidents, including monitoring, tracking, and coordination of Service Desk functions.

The Service Desk Manager is responsible for planning, designing, and analyzing the organization's service desk according to ITIL best practices, while ensuring high levels of customer service quality and availability.

Key Responsibilities
  • Manage the processing of incoming tickets to the Service Desk via various mechanisms to ensure courteous, timely, and effective resolution of end-user issues.
  • Develop policies and procedures that outline how problems are identified, documented, assigned, and corrected.
  • Develop and enforce Service Level Agreements (SLAs) to establish incident and request handling expectations and timeframes.
  • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and prevent future problems.
  • Oversee development and upkeep of service desk knowledge base, including articles, usage guides, and FAQs for end users and service desk staff.
  • Support and foster departmental and company culture through mentoring, training, and oversight of service desk staff.
  • Oversee the development, implementation, and administration of service desk staff performance and training procedures and policies.
  • Plan and conduct performance appraisals of Service Desk staff.
  • Develop and enforce escalation policies and procedures.
  • Manage staffing levels to provide appropriate coverage.
  • Track and analyze trends in Service Desk requests and generate statistical reports.
  • Oversee purchasing policies and procedures for service desk, including those for equipment, hardware, software, and service provisioning.
  • Work with internal training resources to identify, recommend, develop, and implement end-user training programs to increase computer literacy and self-sufficiency.
  • Ability to communicate technical information to non-technical personnel.
  • Ability to communicate clearly and effectively with staff, vendors, and peers.
Requirements
  • Associates Degree or higher in Computer Information Systems, Business Administration, or related field or equivalent applicable work experience.
  • At least 2 years managing a successful service desk operation.
  • Experience working with ITSM systems for incident resolution as well as for providing actionable analytics and spotting trends.
  • Willingness to work a flexible schedule.
  • Experience with developing and documenting processes and procedures.
  • Demonstrated experience managing and holding staff accountable and achieving positive outcomes based upon repeatable processes.
  • Advanced understanding of support tools, techniques, and how technology is used to provide IT services.
  • Strong deductive reasoning, a logical mind, and a strong ability to communicate effectively in both oral and written forms.
  • Strong attention to detail, goal setting, and planning skills.
  • Ability to identify, deliver, and follow-up on required corrective actions.
  • Above-average interpersonal skills and ability to engage in active listening.
  • Ability to multi-task and adapt to and implement changes quickly.
  • Ability to match resources to technical issues appropriately.
  • Understanding of installation, configuration, and maintenance of personal computers, networks, servers, and related hardware and software.
  • Knowledge and experience with administration and troubleshooting of Microsoft Windows Server and Desktop Operating Systems, and Cloud Technologies a plus.
What We Offer
  • Unique sociable culture
  • An attractive and competitive compensation and benefit package
  • Annual performance bonuses and competitive compensation adjustments tied to performance
  • An incentive program for new business, and referral bonuses for introducing potential new employees
  • Career growth including promotion and advancement opportunities
  • The ability to design your own career path, with the input from your designated Performance Advisor and our Manager of Learning and Development
  • A friendly, supportive, and team-based work environment with the largest firm in WNY based on number of CPAs
  • Ongoing education and learning opportunities to keep your technical skills sharp and your soft skills top-notch
  • Flexible scheduling opportunities including MAX Flex and Flexible Work Week Programs
  • Compensated time to volunteer in the community

The compensation for this role varies based on experience and is in the range $85,000-$95,000. These salary ranges are for applicants based in Western New York.

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