Service Desk Manager

3 weeks ago

Simi Valley, California, United States Apex Systems Full time
Job Title: Service Desk Manager

Job Summary:

The Service Desk Manager is responsible for overseeing the Service Desk team and ensuring that end-users receive the necessary assistance. This includes managing procedures related to incident identification, prioritization, and resolution, as well as monitoring, tracking, and coordinating Service Desk functions.

Key Responsibilities:

  • Develop and implement Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
  • Analyze performance of Service Desk activities and identify problem areas to devise and deliver solutions to enhance quality of service and prevent future problems.
  • Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses, and promotions when necessary.
  • Prepare budget proposals and operational expenditure statements.
  • Collaborate with other departments to identify and procure Service Desk software for internal staff and external clients.
  • Conduct research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts.
  • Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
  • Ensure appropriate training initiatives for new and existing staff.
  • Manage a global team.
  • Manage the processing of all Service Desk Incidents and Requests through ticketing systems and ensure courteous, timely, and effective resolution of end-user issues.
  • Develop and enforce request handling and escalation policies and procedures.
  • Track and analyze trends in Help Desk requests and generate statistical reports.
  • Assess the need for any ticketing system reconfigurations based on request trends and make recommendations.
  • Identify, recommend, develop, and implement end-user training programs to increase computer literacy and self-sufficiency.
  • Oversee the development, implementation, and administration of Service Desk staff training procedures and policies.
  • Train, coach, and mentor Service Desk Technicians and other junior staff.
  • Manage the overall desk activities of staff.
  • Contribute to escalated problem resolution by giving in-person, hands-on support to end-users when necessary.

Requirements:

  • Bachelor's degree in Information Technology Management or related field or equivalent combination of education, training, and experience.
  • Minimum of 9+ years' experience managing a Service Desk Organization, including budgetary responsibilities.
  • Minimum of 5+ years in a managerial/supervisory role.
  • 5-7 years' experience with desktop and server operating systems, including Windows, iOS, macOS, Linux.
  • Extensive application support experience with Service Desk/ticketing platform.
  • Extensive knowledge of computer hardware, including VMware Workspace One, Ivanti EPM, Engineering software.
  • Proven track record of developing and providing SLAs and Service Desk deliverables.
  • Demonstrated progressive experience in the management of a technical support team.
  • 40-hour on-site work week with on-call availability when required.

Preferred Qualifications:

  • Minimum 7+ years of Global Service Desk experience.
  • Occasional travel within the Continental U.S.
  • Certification in ITIL is a must.
  • Familiarity with advanced principles of ITIL, ITSM, and Cobit.
  • Solid relationship management and performance management skills.
  • Ability to motivate and direct staff members and subordinates.
  • Strong customer service orientation.
  • Proven analytical and problem-solving abilities with strong attention to detail.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Good written, oral, and interpersonal communication skills.
  • Exceptional interpersonal skills, with a focus on listening and questioning skills.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Self-starter, highly self-motivated, and directed.
  • Team-oriented and skilled in working within a collaborative environment.
  • Ability to identify business growth opportunities and risks.
  • Ability to manage multiple, critical projects simultaneously and enjoy working in a dynamic and fast-paced environment, where small teams share a broad variety of duties.
  • Strong leadership and interpersonal skills with the ability to influence others.
  • Uses vision to think beyond the immediate situation, explore multiple potential paths, and adapt decision-making style based on situational circumstances.
  • Inspires, motivates, and empowers people to deliver organizational goals, while also delivering value back to employees.
  • Brings organizational values to life using personality, uniqueness, and the creation of a shared vision.
  • Champions the process of change and promotes a culture of quick adaptation while helping others deal with the effects of change.
  • Ability to develop and maintain internal and external trusting, professional relationships.

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