IT Service Delivery Manager

4 weeks ago


Norwell, Massachusetts, United States Clean Harbors Full time
Help Desk Manager Job Description

The Help Desk Manager plays a critical role in ensuring the timely delivery of IT services to employees across North America. This position is responsible for managing the IT Help Desk team to provide exceptional customer service and resolve technical issues efficiently.

Key Responsibilities:

  • Manage the IT Help Desk team to provide excellent customer service and resolve all technical issues
  • Develop dashboards and daily, weekly, and monthly reports using ServiceNow and Cisco Webex Contact Center
  • Ensure performance and availability of services meet SLA's and objectives
  • Develop internal talent with End User Services through coaching, mentoring, and formal skills training
  • Collaborate effectively with business and IT teams to expedite issue resolution
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Ability to solve complex problems and make decisions based on a wide range of factors supported by data
  • Leads documentation efforts for user support activities including knowledgebase, processes, problem resolution, and ticket tracking
  • Continuously improves and makes enhancements to quality assurance policies, procedures, and systems

Requirements:

  • Bachelor's Degree in IT, Computer Science, or related field or other related experience
  • 5 to 7 years of progressive experience in End User Services, with at least two years in a leadership capacity
  • Experience with high-volume and high-speed IT organizations
  • Excellent leadership and mentoring skills
  • Excellent written and verbal communication
  • Strong attention to detail, goal-oriented
  • Versatility, flexibility, and a willingness to work within changing priorities
  • Demonstrated commitment to excellent customer service
  • Ability to work independently

Clean Harbors is a leading provider of environmental, energy, and industrial services throughout the United States, Canada, Mexico, and Puerto Rico. We are committed to creating a safer, cleaner environment through the treatment, recycling, and disposal of hazardous materials. If you are a motivated and experienced professional looking for a challenging role, we encourage you to apply for this exciting opportunity.



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