Service Desk Manager

2 weeks ago

Hartford, United States Next Level Impacts Full time

Service Desk Manager

Who we are:

As a leading technology solutions provider in the managed services sector, our company is experiencing significant growth and recognition for our contributions to industry thought leadership, growth, and fostering an outstanding workplace culture. Our vision is to set the standard in delivering and supporting technological solutions for small and mid-sized enterprises across North America, with a strong commitment to excellence and our foundational values.

What we are seeking:

Summary

The Service Desk Manager plays a crucial role in guiding, leading, and driving operational excellence within the Reactive team. Your commitment to actively pursuing and upholding key performance indicators (KPIs) is essential for ensuring our company's continued success and expansion. You will serve as a critical touchpoint for customer inquiries and concerns, upholding customer satisfaction as a cornerstone for building lasting relationships with both current and future clients. The ideal candidate will possess outstanding communication skills, uphold professionalism consistently, and skillfully manage and prioritize tasks influenced by various factors.

Key Responsibilities

Client Service:
- Uphold the goal of cultivating and preserving enduring client relationships.
- Provide exemplary client service, gauging and enhancing client satisfaction and perception.
- Ensure team representation aligns with our organizational standards when interfacing with clients.
- Meet established Service Level Agreements (SLAs) and follow escalation protocols.
- Enhance the perception and satisfaction of clients.
- Be well-versed in our company's Core Values, Vision, Mission, Value Proposition, and Service Offerings.

Daily Functions:
- Coordinate and manage the assignment and scheduling of all Reactive Services tickets.
- Oversee the time and expense reporting for the team.
- Measure operational performance against predefined benchmarks.
- Aim to reduce ticket volumes and uphold a pristine "Service Board."
- Document and communicate key performance indicators to monitor and report progress.
- Embody and demonstrate our core values in a professional setting.

Reporting:
- Analyze and convey client needs to the vCIO team.
- Escalate client issues or grievances appropriately.
- Regularly report on KPIs to the Leadership Team.
- Engage in scheduled meetings, ready to discuss personal metrics and any deviations.

Professional Growth:
- Orient new staff and facilitate ongoing training for current employees.
- Take part in leadership development programs.
- Support team members in their professional growth plans.
- Cultivate a motivational team environment.
- Contribute to Customer Service Skills Training.
- Provide hands-on assistance to the team as necessary.

Administrative and Leadership:
- Conduct monthly individual meetings with Reactive team members.
- Lead regular team huddle meetings.
- Maintain accountability for your responsibilities and ensure the same from others.
- Establish and maintain operational process documentation.
- Perform employee evaluations for the Service Delivery team, offering continuous coaching and career development in line with individual aspirations.

Expected Outcomes:
- Adherence to our core values.
- Commitment to delivering swift and superior service to users.
- Focus on the development and enforcement of reactive procedures and client satisfaction.
- Uphold high Net Promoter Scores (NPS) with a solid response rate.
- Ensure efficient service desk operations - averaging 10 tickets/day/full-time equivalent.
- Attain or surpass 98% ticket SLA compliance.
- Achieve a 70% Same Day Close Rate.
- Staff the team effectively according to incoming ticket volume.
- Promote a team-oriented approach: "Our clients' satisfaction is our pride."

What we offer:
- Competitive remuneration.
- Opportunity for quarterly bonuses.
- Progressive paid time off.
- Comprehensive benefits: Medical, Dental, Vision, Life, Disability.
- Retirement plan with company contribution.
- Opportunities for career advancement and professional coaching.
- An engaging and enjoyable work environment.

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