Service Desk Manager
7 days ago
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.
- 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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