Senior Service Desk Manager
3 days ago
Beacon Hill is seeking a highly experienced Senior Service Desk Manager to lead our global service desk operations. As a key member of our IT team, you will be responsible for overseeing all service desk staff and ensuring that end-users receive the highest level of assistance.
The ideal candidate will have a proven track record of managing a service desk organization, with a minimum of 9 years of experience in a similar role. You will be responsible for developing and implementing service level agreements, managing budgets, and analyzing performance metrics to drive continuous improvement.
We are looking for a strong leader who can motivate and direct staff members, with excellent communication and interpersonal skills. If you have a passion for delivering exceptional customer service and are looking for a new challenge, we encourage you to apply.
- Develop and implement service level agreements to establish problem resolution expectations and timeframes
- Manage budgets and analyze performance metrics to drive continuous improvement
- Lead a team of service desk staff and provide coaching and mentoring to ensure high levels of customer service quality
- Collaborate with other departments to identify and procure service desk software and technologies
- Conduct research on emerging products and services to support service desk technology procurement and development efforts
Requirements:
- Bachelor's degree in Information Technology Management or related field
- Minimum 9 years of experience managing a service desk organization
- Minimum 5 years in a managerial/supervisory role
- Extensive knowledge of computer hardware and software, including desktop and server operating systems
- Proven track record of developing and providing service level agreements and service desk deliverables
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