IT Support Desk Leader
1 week ago
Position Overview:
MSH is seeking a dedicated Service Desk Manager with a strong background in personnel management and escalation support within the IT and cyber-security sectors.
Key Responsibilities:
- Provide coaching, mentorship, and guidance to the Service Desk team members.
- Conduct weekly analysis of team performance and client ticket trends.
- Enhance First Contact Resolution (FCR) metrics on a daily basis.
- Deliver service level updates and business status reports during company briefings.
- Ensure all requests adhere to the ticket lifecycle and Service Level Agreements.
- Generate monthly reports detailing training, skills, and capacity for management review.
- Oversee the transition of project handovers, ensuring clear documentation for the support team.
- Engage in the development and evaluation of processes impacting the Service Desk and other operational teams.
- Support the onboarding process for new Service Desk personnel, serving as a primary contact during their initial phase.
- Facilitate the ticket allocation process from initiation to resolution, continuously improving user experience.
- Lead the Service Desk initiatives and contribute to enhancing service levels as the team expands.
- Address user inquiries related to software and hardware operations to resolve client issues effectively.
- Manage incidents across all levels of the Service Operations Department.
Qualifications:
- Minimum of 5 years' experience in a Service Desk or Systems Administration role.
- Exceptional troubleshooting skills for rapid identification and resolution of software and hardware challenges.
- Ability to apply logical reasoning to evaluate alternative solutions and implement the most effective resolution strategies.
- Strong active listening, written, and verbal communication skills.
- Demonstrated sense of urgency while maintaining professionalism and composure.
- Familiarity with Active Sync, Remote VPN Software, Disaster Recovery, and Anti-Virus solutions; back-end knowledge is advantageous.
- Proficient in staying updated with changes in relevant technologies.
- Possession of a 2-year degree or equivalent professional experience.
- Excellent communication skills, capable of engaging with all organizational levels in a professional manner.
- Experience in an IT interfacing capacity.
- Comprehensive understanding of IT deployment in a business context.
- Strong knowledge of Microsoft systems and product offerings.
- Proven ability to produce work under tight deadlines.
- Able to work independently as well as collaboratively within a team.
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