Service Desk Manager

1 week ago


Simi Valley, California, United States Beacon Hill Full time
Job Title: Sr. Service Desk Manager

Job Summary:

The Sr. Service Desk Manager is responsible for overseeing the Service Desk team and ensuring that end-users receive timely and effective assistance. This includes managing procedures related to incident identification, prioritization, and resolution, as well as monitoring and tracking 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
  • Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses, and promotions when necessary
  • 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 and 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
  • Minimum 9+ years' experience managing a Service Desk Organization, including budgetary responsibilities
  • Minimum 5+ years in a managerial/supervisory role
  • 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

Company Profile:

Beacon Hill Technologies is a premier National Information Technology Staffing Group, providing world-class technology talent across all industries utilizing a complete suite of staffing services.

We look forward to working with you.


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