IT Support Operations Leader

1 week ago

New York, New York, United States MSH Full time

Position Overview:

MSH is seeking a dedicated Service Desk Manager with a strong background in personnel management and escalation support within the IT and cyber-security sectors.

Key Responsibilities:

  • Guide and mentor the Service Desk team members to enhance their skills and performance.
  • Analyze team activities and client ticket trends on a weekly basis.
  • Continuously strive to improve First Contact Resolution (FCR) metrics.
  • Deliver service level updates and business status reports during company briefings.
  • Ensure adherence to ticket lifecycle processes and Service Level Agreements (SLAs).
  • Prepare monthly reports detailing training, skills, and capacity for senior management.
  • Facilitate smooth transitions from projects to support, ensuring clear documentation for the Service Desk team.
  • Engage in the development and assessment of processes that impact the Service Desk and other operational teams.
  • Support the onboarding process for new Service Desk staff, serving as a key contact during their initial phase.
  • Oversee the ticket allocation process from initiation to resolution, focusing on continuous improvement for user experience.
  • Lead the Service Desk team and contribute to enhancing service levels as the department evolves.
  • Address user inquiries related to software and hardware operations to resolve client issues effectively.
  • Manage incidents across all levels of the Service Operations Department.

Qualifications:

  • Minimum of 5 years of experience in a Service Desk or Systems Administration role.
  • Exceptional troubleshooting skills for swift resolution of software and hardware challenges.
  • Ability to logically assess alternatives and implement the most effective solutions.
  • Strong active listening and communication skills, both written and verbal.
  • Exhibit a sense of urgency while maintaining professionalism and composure.
  • Familiarity with Active Sync, Remote VPN Software, Disaster Recovery, and Anti-Virus solutions; back-end knowledge is a plus.
  • Stay updated on advancements in relevant technologies.
  • Possess a 2-year degree or equivalent experience.
  • Demonstrated ability to communicate effectively at all organizational levels.
  • Experience in an IT interfacing capacity.
  • Comprehensive understanding of IT deployment in a business context.
  • In-depth knowledge of Microsoft systems and product offerings.
  • Proven track record of completing tasks within tight deadlines.
  • Able to work independently as well as collaboratively within a team.

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