Service Desk Operations Manager
2 days ago
As a Service Desk Operations Manager at ePlus Technology, inc., you will be responsible for leading the strategic direction and management of the Service Desk support operations. This includes staff and service administration, ensuring the effective and efficient management of the operational team to drive revenue growth, technical productivity, and high-quality customer satisfaction.
Key Responsibilities:- Foster collaboration and communication within a matrixed organization to identify and support client-specific and service desk needs.
- Oversee, train, and develop the Service Desk Operations staff to ensure a high level of competency and efficiency.
- Establish a comprehensive vision and direction for the implementation of internal operations, aligning with organizational objectives.
- Define team goals and lead staff to achieving desired results, while being accountable for performance.
- Monitor departmental and individual performance against goals to ensure progress and take corrective action when necessary.
- Meet regularly with department heads, business unit leaders, and customers to facilitate resolution of issues and problems.
- Foster a positive, team-centric environment with a culture of openness, respect, and collaboration.
- Manage team recruitment, hiring, terminations, and performance management.
- Support employee development through coaching, growth opportunities, and development.
- Develop and document strategies, processes, and procedures suitable for a Service Level Target (SLT) achievement-driven environment.
- Gather and report operational metrics, accomplishments, and priorities to leaders as required.
- Properly handle customer inquiries and complaint escalations.
- Analyze customer concerns and design/deliver service desk services to deliver exceptional customer service and support.
- Proactively and effectively manage communications pertaining to technical support, operations, changes, outages, and issues.
- Ensure that all reporting employees adhere to company policies and procedures.
- Bachelor's degree in a relevant field or equivalent experience.
- 7+ years of management experience managing a 7x24x365 technical staff.
- Experience with ServiceNow ticketing system.
- 3+ years of managing resources in a call center environment.
- 3+ years of managing call center telephony.
- ITIL Certifications V3 preferred.
- Effective leadership skills with a strong focus on operations and business processes.
- Able to identify key issues and creatively and strategically overcome internal challenges or obstacles.
- Clear and solid understanding of personnel policies, practices, and procedures and other operational issues faced by the organization.
- Effective attention-to-detail and a high degree of accuracy.
- High level of integrity, confidentiality, and accountability.
- Sound analytical thinking, planning, prioritization, and execution skills.
- Managing a complex shift pattern in a call center environment.
- A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills.
The base salary range for this position at commencement of employment is expected to be between $60,000 and $80,000 annually. The total compensation package may also include other elements, including commissions and discretionary bonuses, in addition to a full range of medical, financial, and/or other benefits.
ePlus Technology, inc. is an equal opportunity employer and does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.
We are committed to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work.
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