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IT Service Desk Manager

2 months ago

East Brunswick, New Jersey, United States Bowman Williams Full time
About the Role

We are seeking a highly skilled IT Service Desk Manager to join our team at Bowman Williams. As a key member of our IT department, you will be responsible for leading our help desk team and ensuring the delivery of exceptional technical support to our clients.

Key Responsibilities
  • Team Leadership: Supervise, train, and evaluate the help desk team, ensuring they have the necessary skills and knowledge to provide top-notch support to our clients.
  • Operational Excellence: Manage the day-to-day handling of service requests, ensuring efficient logging, adequate information gathering, accurate prioritization, and resolution within Service Level Agreements (SLAs).
  • Support & Escalation: Guarantee consistent support coverage, handle technical escalations, and oversee client communications to ensure seamless issue resolution.
  • Continuous Improvement: Evaluate and enhance help desk procedures to increase efficiency and client satisfaction, and oversee the maintenance of our client knowledge base.
  • Reporting & Analytics: Conduct quality assurance, track Key Performance Indicators (KPIs), present findings to senior management, and recommend operational enhancements.
  • Customer Engagement: Ensure effective communication with clients, manage client expectations, and monitor client feedback to ensure we are meeting their needs.
  • Security & Compliance: Uphold security protocols and alert management to potential risks to ensure the confidentiality, integrity, and availability of our clients' data.
What We Offer
  • Competitive Salary: We offer a competitive salary package that reflects your skills and experience.
  • Benefits Package: Our benefits package includes health, dental, and vision insurance, PTO, and paid holidays.
  • Professional Development: We invest in our employees' growth and development, offering reimbursement for certification and opportunities for advancement.