Service Desk Manager

7 days ago


Seattle, Washington, United States Navia Benefit Solutions Full time
Job Title: Service Desk Manager

Navia Benefit Solutions is seeking a highly skilled Service Desk Manager to lead our ServiceDesk Team. The successful candidate will be responsible for the day-to-day operations of the team, ensuring that all service desk requests are handled efficiently and effectively.

Key Responsibilities:
  • Monitor and manage service desk requests, incidents, and problems to ensure timely resolution and meet SLA's.
  • Coordinate urgent requests and act as an escalation point for support issues when necessary.
  • Ensure sufficient information is gathered and escalate issues to advanced support when required.
  • Work as project lead for all service desk related projects, maintaining project plans and providing regular updates to Senior IT Manager.
  • Coordinate new hire equipment setups for all Navia locations.
  • Escalate issues timely to second or third tier support if unable to address directly.
  • Help team members with questions or issues they may encounter.
  • Schedule and approve afterhours support and OT.
  • Escalate issues to Network Operations Team when needed.
  • Update documentation on Wiki for procedures and instructions.
  • Maintain onboarding process and provide quality control.
  • Help train new team members with all tools and technology.
  • Collaborate with IT Operations, Engineering, Navia management, and 3rd party vendors.
Requirements:
  • Windows 11 and MS OS knowledge and working knowledge of MS Office applications.
  • Experience with MS Windows Active Directory administration.
  • Experience with O365.
  • Extensive hardware troubleshooting experience.
  • Creative problem-solving skills with strong troubleshooting skills.
  • Self-starter with ability to frequently multi-task.
  • Ability to communicate clearly and concisely, both verbally and written.
  • Ability to deliver customer service to users with various levels of computer knowledge.
  • Must be able to track and maintain accurate logs and records.
  • High level of interpersonal skills to work effectively with others.
  • Ability to work independently on projects.
  • Must be able to grasp issues quickly and discuss specific IT operations.
  • General knowledge of Benefits software.
  • Effective use of JitBit ticketing system.
  • Knowledge of phone systems (MS Team and Amazon Connect).
  • General understanding of remote solutions (User VMs).
  • Experience with using VMware, Palo Alto, and MS suite.

Please visit our career page and apply directly: https://www.navia.com/careers

Navia Benefit Solutions is an equal opportunity employer and welcomes applications from diverse candidates.



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