Service Desk Manager

2 days ago


Charlotte, North Carolina, United States TEKsystems Full time
Job Title: Service Desk Manager

As a Service Desk Manager at TEKsystems, you will be responsible for leading a team of service desk agents in providing exceptional customer service and support to our clients. Your primary goal will be to ensure that all incidents and requests are resolved in a timely and efficient manner, while maintaining a high level of customer satisfaction.

Key Responsibilities:
  • Manage and lead a team of service desk agents to ensure that all incidents and requests are resolved in a timely and efficient manner.
  • Develop and implement processes and procedures to improve service desk efficiency and effectiveness.
  • Monitor and analyze service desk performance metrics to identify areas for improvement.
  • Collaborate with other teams to ensure seamless communication and resolution of complex issues.
  • Provide coaching and training to service desk agents to enhance their skills and knowledge.
Requirements:
  • 2-3 years of experience managing a large service desk team.
  • Excellent customer service and communication skills.
  • Ability to analyze and resolve complex technical issues.
  • Strong leadership and team management skills.
  • Experience with service desk software and tools.
What We Offer:
  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.
  • A chance to work with a leading IT services company.

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